Shipping and Customer Service Questions
WHEN CAN I EXPECT MY ORDER TO ARRIVE?
Due to the amount of high orders or high volume please allow 3-7 business days for your order to process. Once your order is processed, US deliveries can take between 12-24 business days and International deliveries can take between 2-6 weeks.
Please note that because our products are sent by a third party vendor, expected delivery dates are subject to change. For any questions regarding the whereabouts of your package, please contact the carrier directly.
HOW DO I TRACK MY PARCEL?
You can track your parcel on our website. Under the menu tab, click 'Track Your Order’ and input your order number and ordering e-mail address. Your shipping information will populate with the most current information available.
Please be advised that recently placed orders may take up to 3-7 business days for your shipping information to become available in our system. Please be patient and check back again soon.
WHAT IF MY PACKAGE SAYS “DELIVERED” BUT STILL CANNOT BE FOUND?
We are sorry if you haven't received your parcel. We suggest taking the following extra measures to ensure your package was delivered successfully:
- Search for a notice left by your local carrier
- Look around the delivery location for your package (check all entrances)
- Inquire with your neighbors or the tenants in your building who could have potentially accepted the package on your behalf
- Some packages travel through numerous carriers which cause additional delays and/or inaccurate tracking information
- Wait an additional 48 hours, in some cases packages may state they are delivered up to 2 days prior to arrival
If you still have not found or received your package, please contact your local carrier directly through their website or their customer service department.
WHAT SHOULD I DO IF I PROVIDED THE INCORRECT SHIPPING DETAILS?
If you noticed that your shipping details are incorrect, please e-mail us within 12 hours of when your original order was placed with your order number and correct and complete shipping address. Please note that we are unable to revise your address once your parcel has been processed.
Please be advised that should your parcel be returned to sender, please note that we will be required to pass on a subsidized re-shipping postage fee of $5.99 (US).
CAN I RETURN OR CANCEL MY ORDER?
Unfortunately, due to the fact that our products are being shipped from a third party vendor, once your order is placed we are unable to issue any cancellations or refunds.
Under special circumstances, we will exchange any defective product/s with the same, identical item as long as it is in the original packaging. This policy lasts 7 days from when your order was delivered.
WHY HAVE I NOT RECEIVED AN EMAIL REGARDING MY ORDER?
Generally, we advise you wait at least 3-7 business days before you will be updated with your tracking number. We are a very small team here at LiveFree, and your patience is greatly appreciated as we work as hard as we can to ship your order out as fast as we can. In addition, make sure that you have at least provided us with an email address or phone number while checking out. We cannot update you with the whereabouts of your order, if you have not given us means to reach you with.
WHY HAVE I ONLY RECEIVED HALF OF MY ORDER?
Due to the fact that our products are shipped from a 3rd Party Manufacturer, the products that you purchase in your order are shipped as soon as they are ready, meaning that some items will be shipped earlier than others, once they are processed by the manufacturer. This is completely normal regarding our orders, and you can generally expect the rest of your package to arrive shortly after the first items in your order arrive.