Customer Support

Click an Issue or Guide Above

Pre-Sales Questions

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Here are some common pre-sales questions and answers:

1. What are your shipping options and delivery times?

• Answer: We offer standard and express shipping options. Delivery times vary based on your location, but our standard shipping usually takes [X] days, while express shipping delivers within [Y] days.

1. Do you ship internationally?

• Answer: Yes, we do! We offer international shipping to several countries. Shipping costs and delivery times will be calculated at checkout based on your location.

1. What is your return/exchange policy?

• Answer: We have a hassle-free return/exchange policy. If you’re not satisfied with your purchase, you can return it within [X] days for a full refund or exchange. Please check our [Returns & Exchanges] page for detailed information.

1. How can I track my order?

• Answer: Once your order is shipped, you will receive a confirmation email with a tracking number and a link to track your package in real-time. You can also log in to your account on our website to check the order status.

1. Are your sizes true to standard sizing?

• Answer: We provide a size chart on our website to help you find the perfect fit. Please refer to the chart and product descriptions for accurate sizing information. If you have any specific questions about sizing, feel free to contact our customer support.

1. Can I modify or cancel my order after placing it?

• Answer: We process orders quickly to ensure fast shipping. Therefore, modifications or cancellations may not be possible once the order is confirmed. Please double-check your order before completing the purchase. If you have any concerns, contact our customer support as soon as possible.

1. What payment methods do you accept?

• Answer: We accept various payment methods, including credit/debit cards, PayPal, and other secure payment options. You can find the complete list at the checkout page.

1. Do you offer gift cards?

• Answer: Yes, we offer gift cards of varying denominations. They make for great presents and can be purchased on our website.

Order Shipped, not received

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We sincerely apologize for any inconvenience you’ve experienced due to the delay in receiving your order. We understand how frustrating this situation can be, and we are committed to resolving it as quickly as possible.

To assist you further, please follow these steps:

1. Check the Tracking Information:

• Verify the shipping status by checking the tracking information provided in the shipping confirmation email. This will give you real-time updates on the location and status of your package.

1. Verify Shipping Address:

• Confirm that the shipping address provided during the checkout process is accurate. In some cases, delivery issues may arise due to incorrect addresses.

1. Contact Local Postal Service:

• Reach out to your local postal service or courier with the provided tracking number to inquire about the status of your package. Sometimes, they may have more specific information on its whereabouts.

1. Delivery Attempts:

• Check for any delivery attempt notices left by the courier. There might be instructions on where to collect your package or how to reschedule delivery.

If, after taking these steps, you still have not received your order or require further assistance, please contact us with the following details:

• Your full name
• Order number
• Any additional information that may assist us in investigating the issue

Once we receive this information, our dedicated customer support team will investigate the matter promptly and work towards a satisfactory resolution.

We understand the importance of your purchase, and we appreciate your patience and understanding as we address this matter. We are committed to ensuring you receive the excellent service you deserve.

Thank you for your business and your trust in Lance.

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We sincerely regret any inconvenience you may have experienced with your recent Lance purchase. Our commitment to delivering quality products is unwavering, and we understand the importance of resolving this matter promptly.

Steps to Report a Defective Product:

1. Provide Details:
   • Please share detailed information about the defect, accompanied by relevant photos. This helps us understand the issue and expedite the resolution process.
2. Order Information:
   • Include your full name, order number, and the date of purchase. This information allows us to locate your order quickly.
3. Return/Exchange Process:
   • Depending on the nature of the defect, we will initiate a return or exchange process for you. Our customer support team will guide you through the necessary steps.
4. Refund Options:
   • If you prefer a refund, please let us know, and we will ensure a prompt processing. Your satisfaction is our priority, and we want to make this right for you.

How to Proceed:

To report a defective product, please use our dedicated [Defective Goods Form] where you can provide the necessary information and upload photos. Our customer support team will then reach out to assist you promptly.

We appreciate your understanding and cooperation. Lance is committed to ensuring you have a positive experience with our products, and we thank you for bringing this matter to our attention.

Thank you for your business and your trust in Lance.