Shipping policy
Shipping Policy
Thank you for shopping with Lotour. We are committed to providing a clear, reliable, and transparent shipping experience. This Shipping Policy explains how orders placed through our website are processed, shipped, and delivered.
Order Processing Time
Orders are typically processed within 1–3 business days after the order has been placed and payment has been confirmed.
Business days do not include weekends or public holidays. Orders placed on weekends or public holidays will begin processing on the next business day.
During product launches, promotional periods, holidays, or periods of unusually high order volume, processing may take slightly longer than usual.
Shipping Destinations
Lotour currently ships to selected countries and regions where our logistics partners can provide reliable delivery services.
Available shipping destinations and shipping options will be displayed at checkout after you enter your delivery address.
If your country or region is not available at checkout, we may not currently be able to ship to that destination.
Shipping availability may vary depending on the destination, local regulations, carrier restrictions, and other operational considerations.
Estimated Shipping Times
Estimated shipping times begin from the date your order is dispatched and do not include the 1–3 business day order processing period.
Typical shipping times are:
- United States: 3–7 business days
- Other supported international destinations: 7–20 business days
Accordingly, the typical total estimated delivery time, including order processing, is:
- United States orders: approximately 4–10 business days
- International orders: approximately 8–23 business days
These shipping and delivery times are estimates only and are not guaranteed delivery dates.
Actual delivery times may vary depending on the destination, carrier service, customs clearance, weather conditions, public holidays, peak shipping periods, local delivery conditions, or other circumstances outside our reasonable control.
Deliveries to remote areas or locations with limited carrier coverage may require additional time.
Shipping Methods and Costs
Available shipping methods, estimated delivery times, and applicable shipping costs will be displayed at checkout based on your delivery address and order details.
Shipping fees are calculated and displayed before you complete your purchase.
Free shipping may be available for qualifying orders, selected destinations, or promotional campaigns. Any applicable free-shipping threshold or offer will be displayed on our website or at checkout.
Shipping methods and carrier availability may vary by destination.
Tracking Information
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number and tracking link, where available.
Please allow up to 48 hours after receiving your shipping confirmation email for the carrier’s tracking system to update.
International tracking information may not update at every stage of transit. A temporary pause in tracking updates does not necessarily mean that the package has stopped moving.
If your tracking information has not updated for several business days, please contact us at support@lotour.life and include your order number.
Incorrect or Incomplete Shipping Address
Customers are responsible for providing complete and accurate shipping information at checkout.
Please carefully review your name, street address, apartment or unit number, city, state or province, postal code, country, telephone number, and other delivery information before placing your order.
If you notice an error after placing your order, please contact us as soon as possible at support@lotour.life.
We will make reasonable efforts to update your shipping information before the order is dispatched. However, we cannot guarantee that an address can be changed once an order has entered processing or has already been shipped.
Lotour is not responsible for delays, failed deliveries, returned packages, or lost packages caused by incorrect or incomplete shipping information provided by the customer.
If a package is returned to us because of an incorrect or incomplete address, additional shipping fees may apply before the order can be reshipped.
Customs, Duties, and Taxes
International orders may be subject to customs duties, import taxes, VAT, brokerage fees, handling fees, or other charges imposed by the destination country or region.
Unless otherwise clearly stated at checkout, these charges are not included in the product price or shipping fee and are the responsibility of the customer.
Customs policies and import requirements vary between countries and regions. We recommend contacting your local customs authority for more information before placing an international order.
Lotour does not control customs inspections or clearance procedures and is not responsible for delays caused by customs authorities.
If a package is refused or returned because customs duties, taxes, or import fees were not paid, any return shipping fees, customs charges, handling costs, or related expenses may be deducted from the applicable refund, where permitted by applicable law.
Delayed or Missing Packages
Shipping delays may occasionally occur due to customs processing, carrier disruptions, severe weather, public holidays, high shipping volumes, local delivery restrictions, or other circumstances outside our reasonable control.
If your order has not arrived within the estimated delivery window, please:
- Review the latest tracking information.
- Confirm that the shipping address on your order is correct.
- Check with household members, neighbors, reception desks, mailrooms, or other secure delivery locations.
- Contact the local carrier for additional delivery information.
If you are still unable to locate your package, please contact us at support@lotour.life and include your order number.
We will review the available shipping information and work with the carrier where appropriate. Carrier investigations may require additional time to complete.
Packages Marked as Delivered
If the carrier marks your package as delivered but you cannot locate it, please check around the delivery location and contact the carrier as soon as possible.
You should also check with household members, neighbors, building management, reception desks, mailrooms, or other locations where the package may have been accepted or left.
Subject to applicable law, Lotour is not responsible for loss or theft that occurs after a package has been confirmed as delivered to the shipping address provided at checkout.
However, you may contact us at support@lotour.life, and we will provide reasonable assistance in reviewing the available delivery information.
We recommend using a safe, accurate, and accessible delivery address whenever possible.
Damaged Packages
If your package or product arrives damaged, please contact us within 7 days of delivery at support@lotour.life.
Please include:
- Your order number
- A description of the damage
- Clear photographs of the outer shipping package
- Clear photographs of the shipping label
- Clear photographs or videos of the damaged product
- Photographs of the inner packaging, where applicable
Please retain the damaged product and all original packaging until we have completed our review.
We may request additional information before offering an appropriate resolution, which may include contacting the carrier, arranging a replacement, issuing a refund, or providing another appropriate solution.
Claims submitted without sufficient supporting information or more than 7 days after delivery may not be eligible for review, subject to applicable consumer protection laws.
This section does not affect any statutory rights you may have under applicable consumer law.
Failed Delivery or Returned Packages
A package may be returned to us because of an incorrect or incomplete address, an unsuccessful delivery attempt, refusal of delivery, unpaid customs charges, failure to collect the package, or other circumstances outside our control.
If your package is returned to us, we will contact you after it has been received and inspected.
Additional shipping fees may apply if you request reshipment.
If a refund is approved, original shipping fees and any return shipping, customs, handling, or related charges may be deducted from the refund, where permitted by applicable law.
Order Changes and Cancellations
If you need to change or cancel your order, please contact us as soon as possible at support@lotour.life.
We will make reasonable efforts to accommodate your request before the order has entered processing or been shipped.
Once an order has been processed or dispatched, we may no longer be able to change or cancel it.
Any cancellation rights available under applicable consumer law remain unaffected.
Contact Us
If you have any questions about shipping, delivery, or this Shipping Policy, please contact us at:
Lotour Customer Support
Email: support@lotour.life
Please include your order number and a brief description of your question or issue so that we can assist you more efficiently.
