Answers to our most commonly asked questions can be found on our FAQ page. If you still have unanswered questions, please contact us at email@example.com and we’ll get back to you as soon as possible.
Hours: Monday through Friday (excluding Holidays) 9am - 5pm PST
Hello! We are currently adhering to public health guidelines to ensure the safety of our staff at our facilities. Please allow 5-12 business days for your order to ship.
Our partnering shipping companies are currently experiencing delays due to an influx of shipment demands--we apologize in advance for the inconvenience. We will post the newest notice as they are made available, so please stay tuned to this page for recent announcements.
SHIPPING & DELIVERY
How much does shipping cost?
For domestic shipments, any purchase at or over $50 USD ships free. Orders totaling under $50 at checkout are charged $6.99 (Domestic only, * except Alaska, Hawaii, Puerto Rico and Guam). International orders do not qualify for free shipping and charges will vary depending on the size and destination of the shipment.
Do you ship internationally, and if so, to which countries?
**Due to the COVID-19 pandemic, shipping regions are subject to change.
When will my order ship?
On average, orders take 2 business days to be fully processed and dispatched from our warehouse.
**As a friendly reminder, packing and shipping duration can be subject to delays during promotions or the holiday season, when we receive more orders than usual. To avoid extensive delays, we suggest that you place your order ahead of the holiday season. We appreciate your patience and understanding during this time.
Will I get a tracking number?
Yes! You will be sent a tracking number via email when your package is ready to be shipped.
Why is my tracking number invalid?
Your tracking number may appear invalid because your package is yet to be dispatched from our warehouse. The progress of your package will be made available to you once the package has been accepted by our carriers and scanned through their facility.
When can I track my order?
You can begin tracking your order once your package is issued a tracking number. Once issued, tracking info can take up to 5 business days to be updated.
Why can’t I track my order / No update?
Tracking updates may be delayed during its journey because your package is waiting to be processed through shipment facilities along the way. Additional delays are common when packages are transferred from one shipping service to another, especially in the case of international shipments where parcels are passed through customs and transferred to the origin post of the destination country. In domestic shipments, this delay typically resolves within a few days.
Package Not Delivered / Lost
For issues with tracking or delivery, the fastest way to resolve the issue is to reach out directly to the shipping company. Please note that parcels are sometimes marked “Delivered” before delivery is completed; in some cases, parcels are unable to reach the receiver because couriers need additional information to complete the delivery. Remember to check with your neighbors, family members, and/or apartment managers to ensure that your parcel was not received by someone else by mistake or placed in an unseen location.
If your issues still remain unresolved after reaching out to the shipping companies, please contact us at firstname.lastname@example.org.
Can you ship to a PO box?
Unfortunately, we are unable to ship to a PO Box location for any U.S. Territory or international address. Any orders that include a P.O. Box will be canceled without notice.
Who pays for duties and taxes?
Our prices do not include duties, value-added taxes, or miscellaneous fees. If assessed, these charges are the responsibility of the package recipient, who will be billed by their local customs office. Please keep this in mind when shipping a gift item to a destination outside of the U.S. You may be contacted by your local carrier prior to delivery to settle outstanding duties, taxes, or fees.
More on Customs
For goods shipped internationally, please note that any manufacturing warranty may not be valid; manufacturer service options may not be available; manuals, instructions, and safety warnings may not be in destination country’s language; the goods and accompanying materials may not be designed in accordance with destination country’s standards specifications and labelling requirements; and the goods may not conform to destination country’s voltage (requiring the use of an adapter or converter). The customer is responsible for assuring the goods are lawfully imported to the destination country. When ordering from our site, the recipient is the importer on record and must comply with all the laws and regulations of the destination country.
Returns & Refunds
**Due to recent events, returns processing for online orders may take longer than usual. We thank you for your patience and understanding.
**We are unable to offer exchanges at this time. If you are unsatisfied with your purchase, please reach out to us at email@example.com.
Our Online Returns Policy
We accept returns on items not otherwise marked as “final sale”, in unopened or unused condition, within 30 days of receipt for a full refund on the original payment method or store credit. Final sale items are not eligible for returns, refunds, and exchanges. Please note that, for returns due to change of mind, a returns shipping fee will be deducted from the refund (exact cost varies depending on original shipment’s postage cost). Please contact us here to receive a return label.
Please return your package to the address below so that we are able to process your refund as soon as possible:
LINE FRIENDS INC (CTK) 2110 S Parco Ave, Ontario, CA, 91761
You have 30 calendar days to return an item from the date you received it. To be eligible for a return, item(s) must be unused and in the same condition that you received it in. Your item must be in the original packaging.
You will be responsible for paying for your own shipping cost and returning your item. Please provide us with the tracking number after the returns parcel has shipped so that we are able to ensure your package is not lost during transit. Shipping costs are non-refundable.
Once we receive your package, we will notify you that we have received your returned item(s). Your refund will be processed immediately soon after, and you will be notified that you have been issued a refund once the process is complete. Please be informed that refunds may take 7 to 14 business days to be reflected on your method of payment, depending on your bank.
Please note: In order to service as many customers as possible in a short amount of time, we are currently not offering any exchanges on items in an effort to streamline our returns process. Please contact our customer support team for refunds and/or related inquiries.
I received a defective / damaged item
Please send us an email at firstname.lastname@example.org with photos of the item in question (defect or degree of damage) and the picking slip so that we can process your refund right away.
How long does it take to process a return?
Our staff will immediately begin processing your returned item(s) once your package is received at our facility. Please allow up to 10 business days for us to complete this step; once the process has been completed, an email confirming your refund will be sent shortly thereafter.
Please note: Refunds can take anywhere from 7 to 14 business days to be reflected in your method of payment, depending on your bank.
I received the wrong item in my shipment
If you received the wrong quantity or incorrect item for your purchase, please email us at email@example.com with a photo of the items you received, and the included packing slip so that we can fix the issue right away.
Customers have 30 days to return items purchased from our site at https://store.linefriends.com/ for any reason, including customer change of mind. Once your returned items arrive at our facility, we will begin processing your return.
Price Adjustment Policy
Customers have 7 days from the date of purchase to request for a price adjustment if any item(s) they have purchased goes into sales promotion during that period. This policy extends to all orders, including unfulfilled orders.
To request for a price adjustment, please contact us here.
I would like to cancel my order
To proceed with your cancellation, you must notify us within 24 hours before your order is fulfilled and dispatched, at firstname.lastname@example.org. Once orders are fulfilled, customers will be responsible for any fees and expenses related to returns. Please note: sale items are final sale and are not eligible for returns.
Can I partially cancel my order?
We are unable to process partial cancellations or edit orders (including change in quantity). However, we can cancel the entire order--you can then place the order again with the desired configurations.
As stated above, you must notify us here within 24 hours to ensure your inquiry is processed before your order is dispatched.
PAYMENTS & PROMOS
Why was my payment method declined?
Please ensure that your card’s billing details (i.e. security code and billing address) match with what you’ve entered into our system. For your security, our system will not process payments with billing information that do not match with the associated card / payment method.
Promotions & Coupons
To use a promo code, make sure that you’ve added all your items in the shopping cart, including the promo item. The promo code will appear as invalid if the event/promo item is not added to cart. Then, enter the promo code in the “Gift card or discount code” box and proceed to the Checkout page.
Please Note: Only one promo code can be applied per order.
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