Shipping & Return Policy
Shipping
- Orders are fulfilled within 24 hours from our warehouse in New Jersey except on Saturdays and holidays when the warehouse is closed.
- If you order after 2 PM EST, your order will most likely ship the following day. The exception is during weekends and holidays; orders ship the following business day instead.
- Orders that ship USPS Priority usually arrive 3 - 5 business days within the continental US.
- Orders that ship FedEx 2-Day usually arrive 2 business days after the order has been received and scanned by FedEx.
- Please take note that specific delivery times cannot be guaranteed.
If your order is late or lost, please contact us. We'd be happy to help in getting your order to you.
Incorrect Shipping Information
- If you realize that you gave us the wrong shipping address, please email us at hello@lochby.com and we'll try to correct it if the order hasn't shipped yet.
- If a package is already shipped and then returned to LOCHBY due to an incorrect shipping address provided by a customer, the customer will be responsible for the re-delivery cost.
- If you decide to cancel your order before the order is shipped, we'll refund you for the item/s less the original shipping fee.
- We are not responsible for packages delivered incorrectly due to customer-provided shipping information.
30 Day Return/Exchange
Customers have 30 days from receipt date as indicated on tracking to request a refund or exchange.
- The customer is responsible for return shipping fees except for factory defects or warranty issues.
- Items must be unused and in original condition to be eligible for return. This includes the refills that come with our journal covers.
- Refunds are issued for the cost of the item/s only. The original shipping fee is not included in the refund.
- If you send your package outside of the 30-day window, we reserve the right to reject your return.
Please email us at hello@lochby.com with your order details.
Warranty
Here at LOCHBY, we stand by the quality of our products and want to ensure you get only the best. Should you encounter any issues with your gear though, our warranty has your back covering any material or workmanship defects under normal use for one (1) solid year from purchase date.
What’s Covered
This warranty applies to gear purchased directly from the LOCHBY website and covers:
- Stitching or seams unraveling
- Hardware breaking or malfunctioning (zippers, aluminum hook, straps, etc depending on the item)
- Material tearing or fraying under regular use conditions
- Cosmetic imperfections or blemishes that were present upon receiving the item
- Other manufacturing errors
Rest assured, we’ve got you within the scope of these warranty terms.
What’s Not Covered
The warranty doesn't cover damages caused by the following:
- Unreasonable use
- Neglect
- Accidents
- Cosmetic damages due to modifications
- Improper storage
- Normal wear and tear from regular use of your gear
How To Get Help
Ready to file a claim? Just send an email to hello@lochby.com and provide the following:
- Your Name
- Order Number
- Clear photos that show the issue
Getting It Sorted
If we confirm a defect covered by warranty, you’ve got options! We’ll also handle any shipping costs that pop up where applicable. We can either:
- Send you a gift card matching your product's value
- Or process a full refund
Questions or Need to Make a Claim?
Send a message our way with the details and we’ll jump right in to make things right. We’re here for you!
International Shipping
- Customers are responsible for taxes, duties, and customs fees.
- Customs forms accurately reflect package value and contents.
- Please note that we cannot mark packages as gifts.
If you have any questions about any of these processes, please let us know.
Thank you for your support!