FAQ
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FAQ

FAQ

We want to make sure that you receive exactly what you need for your project. If you need to return an item, please refer to these answers to common questions:

Frequently Asked Questions

1. How long do I have to return an item?
2. Which items are eligible for return?
3. Is there a restocking fee?
4. The item I received was defective. How do I get a refund?
5. I received the wrong item. How do I get a refund?
6. How do I set up a return?
7. How do I send my return?
8. How do I cancel an order?
9. When should I expect my refund?
10. What is a Freight Return Label and when will I receive it?
11. My purchase was damaged in transit. How do I return it, request a replacement, and/or file a claim?
12. I did not receive all my products. What do I do?
13. My purchase was lost in transit, what should I do?
14. Who do I contact if I need assistance with a return?

1. How long do I have to return an item?

For most items, you may initiate a return for refund of the purchase price (not including shipping) within 60 days of receipt. Items cannot be returned or exchanged after 61 days from receipt of the order. Refunds will be applied to your account (minus return shipping) once the item(s) has been received and inspected by our warehouse team.

2. Which items are eligible for return?

*Most items can be returned within the stated time frame for a refund (see EXCEPTIONS list below).

To qualify for a general return, the item:

Must be in resalable condition

Must be free from scratches and/or defects

Must not have been installed

Must be in the original manufacturer’s box and packaging and be free of writing.

Must not be missing pieces

Must not be clearance/liquidations/closeout

EXCEPTIONS

Certain product categories have specific returns policies. Click on the links to learn more.

DIY PROJECTS & IDEAS
SPECIALS & OFFERS

3. Is there a restocking fee?

No. There is no restocking fee on returned items.

4. The item I received was defective. How do I get a refund?

You may initiate a return for a defective item within 30 days of receipt for a full refund.

5. I received the wrong item. How do I get a refund?

You may initiate a return for an incorrect item within 30 days of receipt for a full refund.

6. How do I set up a return?

You can set up your return online at with your Lontan.vip account. An account is necessary to set up returns or cancel orders.

7. How do I send my return?

We recommend using the packaging from the original shipment if possible. Follow the instructions provided with the Return Goods Return Address we sent via email.

Return labels help us efficiently track your return. If you choose another shipping method, please inform us by contacting customer service.

8. How do I cancel an order?

Because our orders process quickly, there is a very short period of time in which an order can be cancelled.

If a “Cancel Order” button is visible, you may cancel your order online without assistance.

If the “Cancel Order” button is not visible, it may be possible to request cancellation before an order ships by contacting our customer service team.

9. When should I expect my refund?

For most general or defective returns, we will process your credit once we have confirmation that the item has been received and inspected by our warehouse. Please allow 5 to 10 business days following delivery to our warehouse for credits to be issued. Refunds will be issued per our return policy.

For refused shipments, damaged shipments, and freight claims filed within two (2) business days of receipt, credit will be issued as soon as possible. However, please allow 5 to 10 business days to complete processing.

10. What is a Freight Return Label and when will I receive it?

A Freight Return Label is used to return items via freight (semi-truck, LTL, etc.). This shipping method is used for bulky, heavy, or palletized products.

A Freight Return Label will automatically be issued at no charge for defective returns.

Freight Return Labels for general returns are offered at a per-pallet-flat-rate. The cost will be deducted from your credit.

Labels are emailed separately from your return authorization email. Your label will come with instructions and carrier contact information for scheduling pick-up timeframe.

11. My purchase was damaged in transit. How do I return it, request a replacement, and/or file a claim?

You can submit a return request through the online form.In the description please provide as much detail as possible of the damage. You will be prompted to upload three (3) photographs of the damage.

We will not be able to help with any complaints of damages, including visible or material defects, after the product has been installed or altered.

12. I did not receive all my products. What do I do?

There are occasions when an order is shipped from multiple locations and will arrive at different times. In the event that all material is not delivered, please contact our customer service team.

13. My purchase was lost in transit, what should I do?

In case of a lost shipment, please contact our customer service team as soon as possible for assistance.

14. Who do I contact if I need assistance with a return?

Please call one of our teams for help:(86) 18013115175
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