Shipping & Return Policy

01.Order Processing

Every Lolo Everglow product is handpoured and packed with care in small batches. Please allow 2–4 business days for your order to be processed before it ships. During launches, restocks, and holiday seasons, processing may take up to 5–7 business days.

Orders are processed Monday through Friday, excluding holidays. Orders placed after 12:00 PM (EST) or on weekends begin processing the next business day.

02.Shipping Methods & Rates

We currently ship within the United States. Shipping rates are calculated at checkout based on your order weight and destination. Typical options include:

Transit times are carrier estimates and are not guaranteed. Because candles are sensitive to extreme heat, orders shipped during summer months may be packed with additional protection, and we recommend retrieving your package promptly after delivery.

03.Order Tracking

Once your order ships, you'll receive a shipping confirmation email (and SMS if you opted in) with your tracking number. Tracking information may take 24–48 hours to update after the label is created.

If your tracking number hasn't updated after 5 business days, reach out to us and we'll look into it with the carrier.

04.Shipping Address Accuracy

Please double-check your shipping address before completing checkout. We are not responsible for orders shipped to an incorrectly entered address.

• If you notice an address error, contact us immediately — we can only correct an address before the order ships;
• Orders returned to us due to an incorrect or undeliverable address may be reshipped at the customer's expense;
• We cannot redirect packages once they are in the carrier's possession.

05.Lost, Stolen & Delayed Packages

Once a package is handed to the carrier, delivery is outside of our control. Lolo Everglow is not responsible for packages that are lost, stolen, or delayed by the carrier after a confirmed delivery scan.

• If your tracking shows delivered but you can't find your package, check with household members, neighbors, your mailbox area, and building management — carriers sometimes mark packages delivered up to 24 hours early;
• If it still hasn't appeared after 48 hours, file a claim directly with the carrier using your tracking number;
• If your package appears lost in transit (no movement for 10+ business days), contact us and we'll open an investigation with the carrier.

06.All Sales Are Final

Every Lolo Everglow candle, room & body spray, and car diffuser is handpoured and packed in small batches. Because our products are home fragrance goods that cannot be restocked or resold once shipped, all purchases are final.

This means we are unable to offer:

• Returns or exchanges for any reason, including change of mind;
• Refunds based on scent preference — fragrance is subjective, and scent strength and perception vary from person to person;
• Refunds for slight variations in color, texture, or finish, which are natural characteristics of handpoured products and are not defects.

We encourage you to read product descriptions and scent notes carefully before ordering. If you have questions about a scent before purchasing, contact us — we're happy to help you choose.

The only exception to this policy is for items that arrive damaged or defective, as described below.

07.Damaged or Defective Items

We pack every order carefully, but accidents can happen in transit. If your order arrives damaged or defective, we'll make it right.

How to Report

• Contact us within 48 hours of delivery;
• Include your order number;
• Attach clear photos of the damaged item AND the packaging it arrived in (required for carrier claims);
• Do not discard the item or packaging until your claim is resolved.

Once verified, we will send a replacement of the same item at no cost to you. If the item is out of stock, we may offer a store credit or a comparable replacement. Damage claims reported after 48 hours, or without photos of the item and packaging, may not be eligible.

08.Order Cancellations

Because all sales are final, please review your cart carefully before checking out. If you need to cancel or correct an order, contact us within 12 hours of purchase — once an order has been processed or shipped, it can no longer be cancelled or changed.

09.Contact Us

Questions about shipping, tracking, or a damaged item? We're here to help.

• Brand: Lolo Everglow · Tropical Scents
• Email: [email protected]
• Contact form: Visit our Contact page

Please allow 1–2 business days for a response. Include your order number in all order-related messages for faster service.