Q: How do I place an order?
A: You can place a LaoTong order by selecting the appropriate size and color of the item you would like to purchase. Next, click “Add to Cart”. You can then “View Cart” or click the cart icon in the top right corner. You will then be led through the checkout process where you will input your shipping and payment information. Once these are entered, simply click “Place Order,” and your LaoTong gear will be on its way to you!
Q: How can I modify my order?
A: Orders can be changed within 24 hours after the order is placed. All LaoTong products are made on-demand at the time of the order. After an order is placed, the merchandise is then created especially for you! If you would like to modify an order please contact us immediately.
Q: Do I need an account to place an order?
A: You do not need an account to place an order, but it does make the process quicker for you if you plan to place to future orders. And why wouldn’t you, after all? The greatest benefit to having an account is being on the VIP list for special offers, new posts, and exciting news.
Q: How do I track my order?
A: All orders include tracking information. Once an item is made and shipped, you will receive an email notification that includes the tracking number.
Q: How do I report a problem with my order?
A: You can report any issues by calling (513.330.3999) or via email (email@example.com). It is always best to include photos to avoid delays (when appropriate).
Q: Return Policy
A: Any returns or problems that occur because of an error on our part (misprinted/damaged/defective) will be handled at our expense. Returns need to be initiated within 30 days from purchase.
Because each product is made on-demand at the time of order, cases where you would like to exchange or return a product without any defect or due to a wrong size being ordered would be handled at your expense by placing a new order. Please use the sizing charts in the product descriptions to ensure you order the appropriate size. If you are not sure about which size to get, please contact us: firstname.lastname@example.org.
We recommend contacting us before you submit a return, so we can assist you during the process.
What payment methods are accepted?
Customers can use several convenient forms of payment using PayPal and Stripe. We accept major debit and credit cards from every country in over 100 currencies, including Visa, Mastercard, Discover, JCB, and Diners Club.
Is buying online safe?
We take security extremely seriously at LaoTong. LaoTong has an HTTPS connection. With a HTTPS connection, all communications are securely encrypted. This means that even if somebody managed to break into the connection, they would not be able decrypt any of the data which passes between you and the website, including your credit card information.
What happens if a package isn’t delivered, but the tracking states that it was?
LaoTong will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause.
In the rare cases that a parcel is marked as delivered by the courier, but you have yet to receive it – LaoTong would not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to your address.
In most instances, it is found that the delivery was made, but left in an unexpected location at a recipient’s address. You should reach out to the courier and inquire if any additional details were left by the delivery person – e.g. “left under table on back porch.”
If you are unable to locate the package you will need to place a new order to have it reshipped. If you’d like to file a claim with the courier for reimbursement, we can assist you in this process – however, be mindful that claims through USPS can often take several weeks before being resolved or refunded.
What if I entered the wrong address?
Since carriers calculate live shipping rates mainly by the zip code entered it is possible that an incorrectly formatted address could be entered and the package is still able to ship from our facility.
In some scenarios, the local post is still able to make the delivery depending on the error that was made in entering the recipient address.
If they are unable to deliver the package it will be returned to our HQ and you will be notified once it is received back. Within 30 days you will need to confirm the updated and correct address as well as confirm the charges for reshipping the package.
Are the packaging materials recyclable?
The poly bags used in our packaging are recyclable, biodegradable, 100% virgin polyethylene film, FDA and USDA compliant.
Where can I find the tracking information for my orders?
All tracking numbers can be found in the shipping notification emails we send out. Tracking numbers generate when a shipping label is printed at our facility – keep in mind the tracking information may not reflect any action for up to 24 hours after a label has been printed.
If it has been more than 24 hours since you received a shipping notification and the tracking still reflects no action or movement, contact us at email@example.com.
What if the product is damaged in the mail?
We ask for photo verification of the damaged goods sent to firstname.lastname@example.org, then we’ll gladly send a replacement at no cost to you.