Shipping
Shipping rates are for the continental US only. All orders are shipped UPS. If you would like to arrange for shipping outside the US, please contact us at shopkeeper@lostine.com. All requests for international shipping are subject to approval.
We make every effort to ship fulfillable orders within 7-10 business days.If your item is made to order, please refer to the item’s product page for current lead times. We do not ship on weekends or holidays. Please allow up to 10 days for your order to arrive. This may change during peak times. Lostine is not responsible for service transit times.
Expedited shipping rates requested after 2 pm EST will be processed the next business day.
Heavy, oversized, or high-quantity orders will be shipped freight/LTL. If you would like a freight shipping quote, please reach out to shopkeeper@lostine.com.
Signature Required
Customers may choose to mark their shipment as 'Signature Required' to ensure successful delivery. It is the customer's responsibility to track their order and be present at time of delivery. If the customer is not present to sign for the package, UPS may return the package to the sender or ship it to a UPS Access Point. Lostine is not responsible for the replacement of lost or stolen packages.
Shipping to a Warehouse or Storage Facility
Lostine requires that all shipments be inspected and approved within 2 business days of receipt of merchandise by the client or the warehouse facility and to alert Lostine of any shipping damages or discrepancies within that time frame. Lostine will not be held responsible for any damages or discrepancies after the 2-business day time period. Lostine is not responsible for any damages that occur while in the care of a warehouse or storage facility or additional transit thereafter.
International Shipping
International orders are subject to duties and taxes determined by the country to which they are shipped. These fees are the responsibility of the recipient to pay upon delivery. Orders refused at the point of delivery will incur return shipping charges, as well as a restocking fee equivalent to the duties and taxes levied upon the original shipment.
We are required by law to list directly on the package the full retail value of items ordered and contained therein. We cannot mark any package as a gift to avoid customs and duties fees. On rare occasions, customs agents may delay the delivery of, open, and/or examine the contents of packages at their discretion. For more information on customs fees and procedures, please contact your local customs office.
Sales tax
We collect 8% Philadelphia Sales tax on orders shipped in Pennsylvania.
Returns & Exchanges
Our return and exchange policy is valid for 30 days after you receive your order. If 30 days have passed since you received your order, unfortunately we can’t offer a refund or exchange. Return shipping costs are the responsibility of the customer.
To be eligible for a return or exchange:
Your item must be unused, uninstalled and in the same condition that you received it. It must be in the original packaging and returned in resellable condition. When returning an item to our warehouse, please pack with care to prevent any damage during shipping. Any return or exchange that has been damaged in return transit, altered, or shows any sign of wear may not be eligible for a full refund and will be charged a Restocking Fee.
You may submit a return or exchange request here. Please allow 1-2 business days for your request to be processed. If your request is approved, a return label will be provided. Items must be postmarked within 5 business days after approval to be eligible for a refund.
Once your return is received and inspected at our warehouse, we will notify you of the approval or rejection of your refund. If approved, a refund will be processed and applied to your credit card or original method of payment within 3-5 business days. The cost of return shipping will be deducted from the final refund. Original shipping costs are non-refundable. Exchange items will be released as soon as your return is received and approved at our warehouse.
Damages in transit
In the unfortunate event that your item is damaged in transit, please alert Lostine within 2 business days of receipt and submit a return request here, so we may promptly replace your item. Please provide photos of your damaged item and its packaging. Please allow 1-2 business days for your request to be processed.
Items not eligible for return:
Items marked as ‘final sale’ may not be returned. This includes: customized items, furniture, ladders, brooms, fine art, vintage and one of a kind items, gift cards, some personal care items and some sale items.
No refunds, exchanges or credits will be issued for these items. Please email us at shopkeeper@lostine.com if you are interested in purchasing a vintage item and have questions about the item. All vintage items are represented as clearly as possible.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, please first check your bank account for a posted or pending credit. Then contact your credit card company or bank, as it may take some time before your refund is officially posted. If you have completed these steps, but have still not received your refund, please contact us at shopkeeper@lostine.com.
Gifts
If you are a gift recipient and would like to return an item, you may submit a return request here. Please select “Returning a gift?”. You will receive store credit for the value of your returned item. Once the returned item is received, your store credit will be emailed to you in the form of a gift certificate.
Thank you for shopping with Lostine!