GENERAL QUESTIONS AND ORDERING
SAMPLE SALE INFORMATION
All Sample Sale items are SOLD AS IS and are FINAL SALE. No returns, exchanges or cancellations of orders placed. Items sold are seconds, returns, discontinued or samples. Flaws, damages, imperfections, dings, rings and the like are included.
Shipping is a non-negotiable flat rate. Customers selecting Local Pickup must come to our warehouse to collect your items at 3747 Ridge Ave. Philadelphia, PA 19132. Our pick up hours are 10AM - 3PM Monday - Friday.
If you are unable to pick up your items, unfortunately we cannot cancel your order once it has been placed. We can send a separate invoice for shipping costs to your location.
DOES LOSTINE HAVE A BRICK AND MORTAR STORE?
No. Lostine does not have a brick and mortar location, but you can pay a visit one of our stockists. Feel free to call to inquire about a stockist near you 215-825-7270.
IS MY ORDER SECURE?
Yes. While no transaction over the internet is guaranteed to be 100% secure, our website is secured with SSL encrypting technology to help you shop as safely as possible.
WHICH PAYMENT METHODS DO YOU ACCEPT?
We accept Visa, Mastercard, Discover, American Express, Apple Pay, Quad Pay, and PayPal payments. Please note that if we cannot verify your payment method, or if your payment is declined for any reason, your purchase may be suspended or cancelled until the balance is reconciled.
WHO SHOULD I CONTACT IF I HAVE A QUESTION ABOUT MY ORDER?
Please email us anytime at firstname.lastname@example.org. We are here to answer your questions about existing and future orders, shipping and returns Monday through Friday, between 10:00 am and 4:00 pm, EST.
CAN I ORDER BY PHONE?
Yes. Please contact us at 215-825-7270 for assistance.
HOW IS SALES TAX CALCULATED?
We collect 6% Sales Tax for all orders shipped within Pennsylvania, and an additional 2% shipped within Philadelphia city limits.
WHEN DO I PAY FOR MY ORDER?
All purchases must be paid in full at the time of ordering.
WHAT IS A LEAD TIME?
Our lead time is the amount of time it takes us to produce a made-to-order item and prepare it for shipment.
DOES THE LEAD TIME CHANGE IF I ORDER MORE?
Lead times are determined by production timelines. If you have a large order that contains multiple made-to-order goods, please inquire about lead times.
WHAT DOES MADE-TO-ORDER MEAN?
Made-to-order means that once we receive your order, it gets included in a production run of that item and when it is completed, it ships to you directly. This reduces waste (we don’t overproduce inventory or cut into materials that aren’t needed), and keeps our small, hardworking team organized. We have a limited number of people on our team and a made-to-order workflow, so we are only able to produce a certain number of items each week in order to maintain our lead times.
Orders ship as ready and without notice. Items ready to be released may ship ahead of scheduled lead times.
CAN YOU RUSH MY ORDER?
We are unable to rush any made-to-order items, due to the fact that there are no items to rush. Each item is made-to-order only after its been purchased.
DO YOU OFFER A WARRANTY ON LOSTINE PRODUCTS?
Lostine offers a Limited 90-Day Warranty on our goods. This does not include items made by other vendors. To see the details of our warranty policy, please click here.
RETURNS, REFUNDS & CANCELLATIONS
WHAT ITEMS ARE ELIGIBLE FOR A RETURN?
- Most of our goods are eligible for return or exchange. Your item must be unused and in the same condition that you received it. We strongly advise that all returns be shipped back to our warehouse in the original packaging.
- All furniture, ladders, fine art, Barn Brooms, vintage or 'Few of a Kind' items and food are non-returnable.
- Our return policy if valid for 14 days after you receive your order. If 14 days have passed since you received your order, unfortunately we cannot offer you a refund or exchange.
- When returning an item to our warehouse, please pack with care to prevent any damage during shipping. Any return that has been damaged in the return shipping to our warehouse may not be eligible for a full refund.
- We will contact you as soon as we have received your return and processed the Please allow up to 10 business days from the processing date for it to reflect on your original form of payment.
TO BE ELIGIBLE FOR A RETURN:
You may submit a return request here. We will be in touch within 24-48 hours with your return instructions and Return Authorization number.
Only items with a Return Authorization number printed clearly on the outside of the box will be accepted for return or exchange.
THE FOLLOWING ITEMS ARE FINAL SALE AND ARE NOT ELIGIBLE FOR RETURNS OR EXCHANGES:
- Barn Brooms
- Barn Broom + Broom Holder
- Vintage and one of a kind items
- Perishable goods such as food, flowers, newspapers or magazines
- Gift cards
- Personal Care items
- Items damaged through normal wear and tear
- Sale items
- Custom furniture orders are final sale, and deposits for custom furniture orders are non-refundable
- Shipping charges
- Duties and taxes
There are certain situations where only partial refunds are granted: (if applicable)
- Books with obvious signs of use
- Items not in their original condition
- Items damaged or missing parts excepting manufacturing defects
- Any item that is returned more than 14 days after delivery
WHAT IS THE CHARGE FOR RETURN SHIPPING?
Yes. Lostine will provide a shipping label for your return, and you will be notified of the cost of the return shipping prior to you sending your item back. Once we receive your item back and inspect it, you will be refunded and the cost of return shipping will be deducted from your total refund.
Please note that oversized items such as brooms, mirrors, ladders, and furniture will incur a higher return shipping fee.
WHAT ABOUT RETURNS FOR INTERNATIONAL ORDERS?
The above return policy applies to international orders. In addition, we cannot refund duties and taxes paid to clear customs. Any duties and taxes that incur in return shipping will also be deducted from the total refund.
WHAT IF I RECEIVE A DAMAGED OR DEFECTIVE ITEM?
If you receive a defective or damaged item, please contact us immediately at email@example.com. In the case of damage incurred during shipment, we must be notified within 48 hours of delivery to initiate the return process.
WHAT IF I RECEIVE THE INCORRECT ITEM?
If you receive an incorrect item, please contact us immediately at firstname.lastname@example.org. We must be notified within 48 hours of delivery to initiate the return process.
HOW DO I RETURN AN ITEM I RECEIVED AS A GIFT?
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
WHAT IS YOUR CANCELLATION POLICY?
Any cancellations must be made within 24 hours of the purchase. If you wish to cancel your order after 24 hours, you must wait and return the item once you have received it.
I DIDN’T RECEIVE A REFUND YET
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
DO YOU OFFER PRICE ADJUSTMENTS OR PRICE MATCHES?
Lostine will gladly match the best price available from third party online or brick and mortar retailers that are verified stockists of Lostine goods.
To submit a request for a price match, please email us at firstname.lastname@example.org with a screenshot of your shopping cart, showing all active and valid promotions applied, and discounts reflected in the total. Expired promotions will not be considered.
You may alternatively send a written quote from the company that was written in the last 10 days.
Price match offers may not be combined.
SHIPPING & DELIVERY
WHEN WILL I RECEIVE MY ITEM(S)?
We make every effort to ship in stock orders within 7 business days (We do not ship on Saturday, Sunday or holidays). Please allow 10-15 business days for your order to arrive. This may change during peak seasons. Lostine is not responsible for service transit times. All orders are shipped UPS, unless your order requires a freight delivery service.
Expedited shipping rates requested after 1 pm EST will be processed the next business day.
Orders valued at $500 or more may require a signature for delivery.
The date your item(s) will be received is subject to several factors, including the type of order, the shipping location, the volume of the order, the availability of goods, and delivery method used.
If you are ordering an item with a lead time, our team will provide an estimated delivery date within 24 hours after you place your order.
WHAT METHODS OF SHIPPING DO YOU USE?
Lostine uses UPS for ground shipment within the continental US, and UPS Worldwide Express for orders to Canada, and small package shipments abroad. Larger international shipments will be handled via Concordia freight. Any large order requiring freight delivery will be quoted and selected at the discretion of Lostine, taking into consideration the cost, location and the safety of the delivery.
In the case of issues or damages occurring during shipment, Lostine will make every effort to assist our customers, however, the shipping and safety of the package during transit is the responsibility of the courier, and not Lostine.
HOW ARE SHIPPING COSTS CALCULATED?
Shipping rates are calculated for the continental US and Canada only. Please contact us at email@example.com if you would like to arrange for shipping outside the US. Heavyweight, over-sized and freight items will be noted on the product pages. Please contact us at firstname.lastname@example.org for a shipping quote on these items.
WHAT IF I HAVE SPECIAL DELIVERY INSTRUCTIONS?
Orders ship as ready and without notice. Items ready to be released may ship ahead of scheduled lead times. Deliveries that require a specific delivery window, or special instructions must be confirmed with the Client Account Manager handling the sale in writing prior to the order being placed. Requests to hold merchandise after an order is placed and the item has been produced will be subject to warehousing fees if prior arrangements are not made. Lostine will not release warehoused items until the Warehousing Fee has been paid in full. If an order is canceled after the item has been produced, a 20% Restocking Fee will be deducted from the total refund.
WHAT ABOUT FEES, TAXES, AND/OR DUTIES FOR INTERNATIONAL ORDERS?
Please contact us directly at email@example.com if you require international shipping. All requests for international shipping are subject to approval.
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.
I ORDERED MULTIPLE ITEMS. WILL THEY SHIP SEPARATELY?
We make every attempt to ship your order complete. There are instances when we will ship items separately due to conflicting lead times and stock levels.
DO I NEED TO BE PRESENT TO ACCEPT DELIVERY?
Yes, you are responsible for ensuring that your package will be accepted upon arrival. Lostine provides tracking information for all packages. The carrier may refuse to deliver unless you, or an authorized agent are able to sign for it.
For delivery of our larger items, our residential couriers will be in contact with you directly to schedule a delivery appointment. A lift gate will be required for freight orders shipping to residences and businesses that do not possess a loading dock. Inside delivery is available upon request for freight shipments.
HOW DO I SCHEDULE A WHITE GLOVE DELIVERY?
Please let us know if you are interested in a White Glove Delivery for your orders. White Glove includes interior assembly of the item you are purchasing, as well as the removal of any packing materials. Please contact us within 24 hours of your purchase at firstname.lastname@example.org if you require White Glove delivery. If White Glove delivery is not specified, you must be responsible for minor assembly of your goods and the removal of all packing materials.
DO YOU OFFER LOCAL DELIVERY?
Lostine can provide local delivery from our location in Philadelphia for larger orders. Please contact us at email@example.com for rates and availability. Rates are based on location and assembly requirements.
CAN I USE MY OWN FREIGHT CARRIER?
Any clients who have a preferred freight carrier must contact said freight carrier of choice for a shipping quote and must schedule the pick-up of the shipment once the order is complete. Lostine will communicate all necessary details to the client (such as pallet dimensions, weights, number of pieces, etc) so that a freight quote may be acquired. Lostine will be responsible for preparing the shipment in-house. All packing of pallets, crates and other shipments will be handled by Lostine. These circumstances are subject to a Lostine Packing and Handling Fee, which can be quoted upon request.
WHO DO I CONTACT WITH A PACKAGE OR DELIVERY ISSUE?
Please contact our Customer Service team at firstname.lastname@example.org should any issue arise.
WILL MY ITEMS BE DELIVERED ASSEMBLED?
Most items will arrive assembled with exceptions on certain larger items and lighting. Any light assembly required will be accompanied by instructions, and all necessary parts. If you have requested a White Glove Delivery, the assembly will be completed by their service.
DO YOU SHIP OVERSEAS?
We can ship internationally but please email us to arrange all international orders at email@example.com
CUSTOMIZATIONS, MATERIALS, & LEAD TIMES
WHERE ARE YOUR GOODS MADE?
Most of our goods are made in Pennsylvania. All our lighting is made in house at our Philadelphia workshop. We work with select workshops on our furniture collection and some of our small production goods as well. Furniture is completed and finished on site in our workshop. A portion of our metal and wire frame goods are made in China.
IS THERE A LEAD TIME?
Items such as lighting, larger furniture, or customized pieces are made to order, and will have a lead time ranging between 2-14 weeks. All lead times are noted in the item description. Please feel free to inquire.
CAN I ORDER SAMPLES?
Yes. We offer wood, leather and finish samples for select products. Call us at 215-825-7270 or email us at firstname.lastname@example.org with a specific request.
CAN I USE MY OWN FABRICS AND LEATHERS (COM/COL)?
We offer COL (your own leather) options for our upholstered designs. Please contact us at email@example.com for support and advice.
DO YOU OFFER CUSTOMIZATIONS OR CUSTOM PIECES?
At this time Lostine is not accepting any customization requests. Completely custom design projects in quantities of 20 or more will be considered on a case by case basis.
Our harness leather is a classic leather that will age beautifully over time. We celebrate the living finish of our leather and its inherent imperfections. Each piece of leather has a history, scratches, dents, folds, and marks that are naturally in the leather, is something that we embrace and repurpose. We do not view these marks as defects. Since each side of leather is different, the shade and texture of the leather will vary with each item. The patina created by daily wear-and-tear is meant to change and evolve over time.
Please care for your leather products with a soft cloth and a leather cleaner. Please be advised that exposure to sunlight will darken the leather, and spillages should be wiped quickly in order to avoid any staining.
Our leather lighting fixtures are to be used with LED bulbs only. LED bulbs not only use less energy but also give off less heat. Leather will dry out when exposed to excessive heat. We suggest using an A19, 600 lumen (40 watt equivalent) LED bulb with each light. Light bulb not included with our fixtures.
Our wooden tables and furniture are made of solid oak and finished with a matte clear finish.
Do not place hot items directly on table. Use coasters, trivets, and placemats as needed. For best results, clean with a soft cloth and natural furniture cleaner.
Our wooden table lamps, floor lamps, and pendant lights are turned and finished by hand. Some variants in wood grain and color are to be expected. No two lamps will look completely identical.
Hand wash and dry only. Do not soak in water, not dish washer safe. Oil often with mineral oil.
TRADE AND WHOLESALE
DO YOU OFFER A TRADE PROGRAM?
Lostine has a trade program available for interior designers, architects, and hospitality businesses. Click here to learn more.
DO YOU OFFER A WHOLESALE PROGRAM?
Lostine's wholesale program is currently not open for distribution. Please click here to learn more.
DOES LOSTINE COLLABORATE WITH PUBLICATIONS?
Yes. Lostine is open to working with press and publications such as magazines, editorials, etc. Please contact us directly at firstname.lastname@example.org for inquires and terms.
DOES LOSTINE COLLABORATE WITH ONLINE BLOGGERS AND SOCIAL MEDIA INFLUENCERS?
If your brand is a strong match for a partnership with Lostine, please contact us directly at email@example.com.