Shipping

• Orders are fulfilled within 24 hours from our warehouse in New Jersey except on Saturdays and certain 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 Ground Advantage usually arrive 5 to 7 business days within the continental US after the order has been received and scanned by USPS. For APO/FPO, this may take a little longer. 

• Orders that ship DHL Parcel Expedited usually arrive in 2 to 5 business days within the continental US after the order has been received and scanned by DHL. Please take note that DHL will pass the package on to USPS for last mile delivery.

• Orders that ship via UPS 2nd Day or FedEx 2-Day usually arrive 2 business days after the order has been received and scanned by UPS/FedEx. 

• Please take note that specific delivery times cannot be guaranteed most especially during holidays when carriers handle higher volume than usual resulting in a delay in initial scans. 

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 orders@lochby.mom 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

We want you to feel good about your LOCHBY gear. If something didn’t meet your expectations, reach out to us within 30 days of delivery and we’ll help make it right.

The 30-day period begins on the date your order is marked as delivered by the carrier.

Returns & Exchanges

To request a return or exchange, contact us within 30 days of delivery through our contact form or by emailing orders@lochby.mom. There’s no separate return form to complete.

We may ask for your order information, photos, or a few details about your experience so we can better understand what went wrong and continue improving our products and service.

For exchanges, we’ll provide the next steps based on your order and the item being exchanged. Customers are responsible for any applicable shipping costs for the replacement item, as well as any difference in price.

If we ask you to send an item back as part of a return or exchange, we’ll provide return instructions and, when applicable, a return label so the shipment can be properly tracked. Any refund or exchange that depends on returned merchandise will be processed once the return has successfully reached our fulfillment center.

We reserve the right to decline requests involving suspected fraud, abuse, or repeated misuse of our return or exchange policy.

International Returns & Exchanges

At this time, we are unable to provide prepaid return labels for international shipments. If an international return or exchange requires an item to be sent back, the customer is responsible for arranging and tracking the return shipment.

Please contact us within 30 days of delivery through our contact form or by emailing orders@lochby.mom and we will provide a return authorization.

Items Sent to Us by Mistake

Please make sure only LOCHBY merchandise is included in any package being returned to us. We cannot guarantee that non-LOCHBY items sent to our fulfillment center by mistake can be stored, recovered, or returned.

Purchases From Other Retailers

This policy applies to purchases made directly from LOCHBY. If you purchased your gear from another retailer, including Amazon, returns and exchanges are subject to that retailer’s policies.

 

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

• Stitching or seams unraveling
• Hardware breaking or malfunctioning (zippers, aluminum hook, straps, etc depending on the item)
• Material tearing or fraying immediately during first use
• Cosmetic imperfections or blemishes that were present upon receiving the item
• Other manufacturing errors

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 orders@lochby.mom and provide the following: 

• Your Name
• Order Number
• Clear photos that show the issue

Getting It Sorted

• 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 (orders@lochby.mom) with the details and we’ll jump right in to make things right. We’re here for you! 

 

International Shipping

• We’ve included shipping protection to protect your packages at no extra cost.
• 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!