FAQ
Do you ship in the United States?
Yes. We currently ship exclusively within the United States, and shipping is free on every order with no minimums or limits.
How long does delivery take?
Orders are processed in 1–2 business days. Standard delivery typically arrives in 3–7 business days after shipment, depending on your location.
How can I track my order?
As soon as your order ships, you’ll receive an email with a tracking link so you can follow it to your doorstep.
Where do orders ship from?
Orders are fulfilled through our logistics hub in Tai Po District, Hong Kong, with operations coordinated from our U.S. head office in Sarasota, Florida.
Can I change or cancel my order?
If your order hasn’t shipped yet, email support@loranes.com as quickly as possible with your order number. We’ll do our best to accommodate changes before processing.
What is your return policy?
You may return eligible items within 30 days of delivery. Items must be unused, in original condition, and in original packaging. To start a return, email support@loranes.com with your order number and we’ll send instructions.
When will I receive my refund?
Once your return is received and inspected, approved refunds are issued to your original payment method within 10 business days. Your bank or provider may take additional time to post the funds.
Which items aren’t returnable?
For hygiene and safety, certain items (for example, opened cosmetics or used tools) may not be eligible for return. Any exceptions are noted on individual product pages.
Do you offer exchanges?
We don’t process direct exchanges at this time. Please return the original item for a refund and place a new order for the replacement.
What if my order arrives damaged or incorrect?
Email support@loranes.com within 7 days of delivery with photos and your order number. We’ll make it right quickly.
Which payment methods do you accept?
We accept Visa, Mastercard, PayPal, American Express, Diners Club, and Discover. All prices are in USD.
Why was my payment declined?
Verify your card details and billing address, contact your bank to approve the transaction, or try another accepted method. If problems persist, reach us at support@loranes.com.
Can I use a promo code?
Yes—enter your code during checkout before completing payment. Only one code can be applied per order unless stated otherwise.
Will I be charged tax?
Any applicable taxes are calculated and shown at checkout based on your shipping address.
How do I contact customer support?
Email support@loranes.com. We aim to reply within 24 hours, Monday to Friday (9 AM–6 PM EST).
What are your business details?
Loranes, 2725 Goodrich Ave, Sarasota, Florida 34234, USA. Warehouse: 12 Kam Shan Rd, Tai Po District, Hong Kong. Instagram: @loranes.us.