Will you send me an update on my order?

No. Unfortunately we do not individually send updates on pre orders. All updates can be found online under "Pre Order Arrival Updates".

My tracking number hasn't moved, what do I do?

After 7 days, please contact us via email. We will be able to look into your order and confirm if your order has been picked up or is still in "Pre Shipment"

Will you let me know when my order arrives and is on its way?

Yes! As soon as your order/pre order arrives you will receive an email letting you know it has started processing along with your tracking number.


Do you offer free shipping?

Yes currently we offer free shipping within the US and over 100$ with code "FREESHIP" with our choice of carrier from Usps to ups unless paid for. Free shipping does not apply to CANADA or Exclusives. Code must be entered before checking out we cannot add a code one the order has been submitted.

What carrier do you use?

We ship both UPS and USPS.

Are packages Insured

Yes but with a standard insurance, Please email us right after purchase and we can invoice you for a higher insurance option if you would like to add it to your order.

Can I change my shipping address?

Yes as long as your package has not been sent out for processing. Contact us at with your order number along with the old and new address you would like your package to be sent to. If your label has been printed we cannot assist you.


My item hasn't shipped can I swap it for something else?

YES! Please Send us an email with your order number and the new item you would like as long as your order has not processed. If there is a difference, an invoice will be automatically sent to you. 

What is your return policy?

We currently DO NOT accept returns or exchanges after delivery both in store and online unless approved for damage via email. In the event your package is returned without approval your order will be refunded to store credit after a restocking fee of 25% is applied to your order, shipping fees are not refundable and charged when a packaged is returned.

Who pays for return shipping?

You are responsible for all return shipping costs. All shipping costs are nonrefundable and due when returning an order. 

How long will it take to get my return?

You should receive your refund within 10 days after we receive your package.

My package wasn't delivered what do I do?

If your package was sent back due to failed delivery or insufficient address, you must contact us indicating your order number and we will invoice you a shipping label to re send it out. Please note we are NOT the carriers, we ship out your package to the address you provide at checkout. If you do not want your package to be sent back out, a store credit will be issued after the restocking fee of 25% is applied to your order. No exceptions.

For missing or lost packages please contact the shipping carrier your package has exited with, all packages are insured and eligible for a claim to be maid in the event of it being lost in transit. If your package was stolen, it will not qualify for a claim. Please remember we are not responsible for lost or stolen packages.


What is a pre order? 

A pre order item is an item that is not in stock and has future release date. 

Can I cancel my pre order?

Yes! We can definitely help you with that. All orders are subject to a 25% cancellation fee unless store credit is issued including shipping costs. If you wish to proceed with a cancellation please email us at with 1 of the following: 
"My name is [FULL NAME] and I would like to cancel order number [order]. I would like to receive store credit to avoid the cancellation fee"

"My name is [FULL NAME] and I would like to cancel order number [order]. I am aware of the 25% cancellation fee applied to my order"

Some of my items are already in stock why haven’t they shipped?

Your order ships until it is entirely in stock. Unfortunately we do not split ship orders.

Loungefly released my pre order bag will it ship out shortly?

No. Loungefly is the primary website owned by Loungefly themselves. They have access to items immediately as they arrive. When Loungefly posts a new style online it usually takes 2-3 weeks for us retailers to receive it.  

How will I know when my item arrives?

Once your item arrives to our facility you will receive an email with your tracking number that means it is going out already. You can also check our “Pre Order Arrival” page for what is currently scheduled to arrive at our warehouse. 

I am moving and I pre ordered an item.

We will be more than happy to fix that for you as long as your package has not been sent out. Contact us at with your order number along with the old and new address you would like your package to be sent to.