FAQ

Answers to our most commonly asked questions can be found on our FAQ page. If you still have unanswered questions, please contact us at dl_support@linefriends.com and we’ll get back to you as soon as possible.

Hours: Monday through Friday (excluding Holidays) 9am - 5pm PST 

SHIPPING, DELIVERY, & RETURNS 

How do you ship?

We offer free standard shipping on all US orders $75 and over.

Do you ship internationally, and if so, to which countries?

Yes! We ship to most countries worldwide. Please visit our page titled, “Shipping” to check which countries we currently ship to (link to page: https://store.linefriends.com/pages/shipping).

When will my order ship?

On average, orders take 2 business days to be fully processed and dispatched from our warehouse.

**As a friendly reminder, packing and shipping duration can be subject to delays during promotions or the holiday season, when we receive more orders than usual. To avoid extensive delays, we suggest that you place your order ahead of the holiday season. We appreciate your patience and understanding during this time.

Why is my tracking number invalid?

Your tracking number may appear invalid because your package is yet to be dispatched from our warehouse. The progress of your package will be made available to you once the package has been accepted by our carriers and scanned through their facility.

Package Not Delivered / Lost

For issues with tracking or delivery, the fastest way to resolve the issue is to reach out directly to the shipping company.

Please note that parcels are sometimes marked “Delivered” before delivery is completed; in some cases, parcels are unable to reach the receiver because couriers need additional information to complete the delivery. Remember to check with your neighbors, family members, and/or apartment managers to ensure that your parcel was not received by someone else by mistake or placed in an unseen location.

If your issues still remain unresolved after reaching out to the shipping companies, please contact us at dl_support@linefriends.com.

Can you ship to a PO box?

Unfortunately, we are unable to ship to a PO Box location for any U.S. Territory or international address. Any orders that include a P.O. Box will be canceled without notice.

Who pays for duties and taxes?
Our prices do not include duties, value-added taxes, or miscellaneous fees. If assessed, these charges are the responsibility of the package recipient, who will be billed by their local customs office. Please keep this in mind when shipping a gift item to a destination outside of the U.S. You may be contacted by your local carrier prior to delivery to settle outstanding duties, taxes, or fees.

Can I change/cancel my order?

If you need to change or cancel your order, please email dl_support@linefriends.com as soon as possible. In most cases we are able to make changes as long as the order has not shipped.

What is your Online Returns Policy?

We accept returns within 30 days from the delivery date for all US orders. All returned items must be unused and in their original condition.For all orders over $75, a $6.99 restock fee will be deducted from the refund amount to cover the cost of return shipping. Returns can take up to 2 weeks from delivery to process. Once a refund has been processed, it can take several business days to post the refund to your bank account.

All sale items are final sale. Final sale items are not eligible for returns, refunds, and exchanges.

Do you accept international returns?

Unfortunately we do not offer international returns or exchanges at this time due to the complexities of return customs and fees.

Why was my payment method declined?

Please ensure that your card’s billing details (i.e. security code and billing address) match with what you’ve entered into our system. For your security, our system will not process payments with billing information that do not match with the associated card / payment method.

MEMBERSHIP

Looking to cancel your membership? Please contact dl_support@linefriends.com for further assistance.