FAQs
Where's my order?
Orders may take up to 5-10 business days to process before they ship (although, most orders ship on average, within 3-7 business days). Orders are shipped via USPS (with tracking, for your convenience). You will receive an email with tracking information once your order has processed and shipped. Please allow up to 24 hours for tracking information to update once a tracking number has been issued. Our priority and ultimate goal is to process and ship each order as quickly as possible! For your convenience, we offer a delivery service through USPS, and local pickup.
(Although extremely rare, during holidays or times of high demand, orders may take up to 14 business days to ship.
HELP! I didn't receive my package!
We know from personal experience how frustrating it is to have a lost package, which is why we require a signature for all of our USPS deliveries.
Once an order has been fulfilled and shipped, we are unable to cancel or issue a refund for lost packages, stolen packages or packages still in transit.
We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete.
Loto Wellness Collective does not hold or accept responsibility for packages that have been reported as delivered and signed for by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.
My package shows that it was returned to sender. What do I do?
Packages that are returned to the sender due to an insufficient or incorrect address or no signature available, will be processed as a return. Upon receipt of the returned package, we will refund the order (minus the shipping fees) and a new order will need to be placed. Please allow 3-5 business days for refunds to post to the method of payment used to place the order.
My package shows delivered and signed for, but I did not receive it. Do you replace lost or missing packages?
We do not issue refunds or credits for packages that the carrier confirms as being delivered and signed for. Please ensure your address is correct when placing your order.
If your address was correct and the tracking information shows that your package was delivered and signed for but you can't find it:
Please check all potential delivery locations at your address. Carrier may have placed it in a secure location out of view of the street, such as under a mat or near a back entrance.
Check your mailbox again as some packages come separately from your regular mail.
Check with others in your house or neighbors that may have accepted it.
In rare cases, package may show as 'delivered' but could take additional 24 hours.
If it has been over 24 hours from the 'delivered' status, please contact your local post office.
Have another question? Contact us at hello@lotowellness.co