Loungofly Customer Service Policy

At Loungofly, we’re committed to making your experience with our pop culture-themed backpacks, wallets, apparel, and accessories as smooth, enjoyable, and stress-free as possible. From the moment you browse our site to long after your order arrives, our customer service team is here to support you—because your satisfaction isn’t just a goal for us; it’s a promise. Below, we outline the key details of our customer service policy to help you shop with confidence.

1. Order Processing & Tracking

  • Processing Time: Most orders are processed within 1–2 business days (excluding weekends and holidays). If an item is out of stock or requires additional verification, we’ll notify you via email within 24 hours of your purchase.
  • Tracking Information: Once your order ships, you’ll receive a confirmation email with a unique tracking link (provided by our shipping partners, such as USPS, UPS, or DHL). You can also check your order status anytime by logging into your Loungofly account or contacting us at [email protected].
  • Shipping Delays: While we strive to meet estimated delivery times, delays may occur due to carrier issues, weather, or high order volume. We’ll proactively update you if we anticipate a significant delay and work with our partners to resolve issues quickly.

2. Returns & Exchanges

We want you to love your Loungofly gear—and if you don’t, we’re here to help. Our return and exchange policy applies to unused, unworn, and undamaged items (with original tags and packaging intact) purchased directly from Loungofly.com.

  • Return Window: You may request a return or exchange within 30 days of the delivery date. Items received after 30 days will not be eligible for processing.
  • How to Initiate a Return/Exchange:
  1. Email our team at [email protected] with your order number, the item(s) you’d like to return/exchange, and the reason for your request.
  2. We’ll respond within 1–2 business days with a prepaid return label (for domestic orders) and step-by-step instructions. For international orders, return shipping costs are the responsibility of the customer.
  • Refund & Exchange Timelines:
  • Refunds: Once we receive and inspect your returned item (typically 3–5 business days after delivery to our warehouse), we’ll process your refund to your original payment method. Refunds may take 5–7 business days to appear in your account, depending on your bank or card issuer.
  • Exchanges: We’ll ship your replacement item as soon as we confirm receipt of your returned item. Exchange shipping is free for domestic orders.
  • Exceptions: Custom or limited-edition items (marked as “Final Sale” on the product page) are non-returnable and non-exchangeable. Damaged or defective items are covered under our warranty (see Section 3) and will be replaced or refunded at no cost to you.

3. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or not what you ordered, please contact us immediately—we’ll make it right.

  • Reporting Issues: Notify our team at [email protected] within 48 hours of delivery, including your order number, photos of the item (and packaging, if damaged), and a detailed description of the issue.
  • Resolution Options: We’ll either send a replacement item (free of charge) or process a full refund—whichever you prefer. We may request the damaged/incorrect item be returned to us (with a prepaid label) for inspection, but this is not always required.

4. Warranty Policy

All Loungofly products are backed by a 90-day limited warranty against manufacturing defects (e.g., faulty zippers, loose stitching, or material flaws) when used under normal conditions.

  • Warranty Claims: To file a warranty claim, email [email protected] with your order number, photos of the defect, and a description of how the issue occurred. We’ll review your claim within 2–3 business days and offer a replacement, repair, or refund (at our discretion).
  • Exclusions: The warranty does not cover damage from misuse, wear and tear, accidents, or improper care (e.g., washing a non-machine-washable item).

5. Privacy & Data Protection

We take your privacy seriously. Any personal information you share with Loungofly (such as your name, email, shipping address, or payment details) is protected under our Privacy Policy and will never be shared with third parties without your consent. We use industry-standard encryption to secure your data and only collect information necessary to process your order, provide customer service, and improve your shopping experience. For more details, please review our full Privacy Policy on Loungofly.com.

6. How to Contact Us

Our customer service team is available to assist you with questions, concerns, or requests—we’re here to help!

  • Email: The fastest way to reach us is at [email protected]. We aim to respond to all emails within 24–48 business hours.
  • FAQs: For quick answers to common questions (e.g., shipping costs, size guides, or pre-order information), check our Frequently Asked Questions page on Loungofly.com.
  • Social Media: You can also reach out to us via our official social media channels (e.g., Instagram, Facebook, or Twitter) for general inquiries—we’ll do our best to respond promptly.

At Loungofly, we’re more than a brand—we’re a community of pop culture fans. Your trust and satisfaction drive everything we do, and we’re committed to making every interaction with us a positive one. If you have any feedback on how we can improve our customer service, please don’t hesitate to share it—we’re always learning and growing to better serve you.