FAQ
My Account
How do I log in?
Click on My Account, and enter your email address and password to log in to your account. If you forget your password, simply click the Forgot Password link and we will email you the password. You can change your password once you have logged in.
How do I track my order?
You may track your order by logging into the My Account section, or by entering the order number and billing zip code in the Customer Care section. Once logged in, you will be able to click on the tracking information.
What does it mean when my order is "Being Processed?"
Orders that have not shipped are marked as Being Processed.
What does it mean when my order is "Being Packed?"
Orders marked as "Being Packed" are currently being prepped for shipping and will leave the warehouse within 24-48 hours. An order cannot be canceled once it is marked "Being Packed."
How do I change my password?
To change your password, simply log into My Account and choose the Change Password option.
Where is my order?
Log into My Account to check the shipping status. Once the order ships, you will receive an email confirmation which will contain a tracking number. For any questions or concerns regarding your order, please feel free to contact us.
When will my backordered item arrive?
We receive shipments from most of our manufacturers on a weekly basis. Backorders typically take 14-21 days. As soon as the item(s) arrive at our warehouse, we will expedite the processing of your order. You will receive a confirmation email with a tracking number once it ships. Your credit card will not be charged until your order is shipped.
How can I pay for an order?
We accept Visa, Mastercard, American Express, and Discover Card.
Ordering
How can I place an order?
Orders can be placed via the website
How do I know if an item is in-stock?
We try our best to ensure that all items are constantly in stock. However, if an item is out of stock, we usually expect it to be delivered in 5-10 business days. Most of our manufacturers send shipments on a weekly basis. We will contact you within 24 hours (not including weekends or holidays) if the items are backordered.
Do you accept personal checks?
We do not accept personal checks.
How can I cancel my order?
Once an order shows that it is "Being Packed," we cannot cancel it.
Shipping
How will my order be shipped?
We will ship your order via the United States Postal Service. We ship United States Postal Service to P.O. Boxes, APO and FPO addresses.
How do packages appear when shipped?
All packages are shipped discreetly in plain packaging. There are no stickers or promotional slogans on the packaging other than those of the carrier.
Do you ship to APO addresses and PO Boxes?
Yes. We ship to APO and PO Box addresses using the US Postal Service Priority Mail.
If my order is shipped in multiple shipments, will I be charged twice for shipping?
No. You will only pay shipping once.
Returns
How do I return something?
To return an item, please view our complete Return Policy to make sure that the item(s) meet our returns criteria. Once processed, we will issue a credit for the returned items onto the credit card that was originally used.
How do I exchange an item?
To exchange an item, please e-mail support@theluckypair.com with the proposed exchange item.
Once I send back my return, how long does it take for the credit to appear on my account?
Once we receive your return, it may take up to 2 weeks to process. When we process it, we will email or call you to let you know that your card has been credited. Credits can take up to 72 hours to post to your card depending on the type of card and issuing bank.
Privacy & Security
Is shopping at theluckypair.com secure?
Yes! You should feel completely secure ordering from us. All transactions are 100% secure and your safety is our most important concern.
Do you share or sell customers' personal information?
No. Our Privacy Policy guarantees that your information will not be disclosed. We use this information only for orders you place.
Miscellaneous
How do I unsubscribe from your newsletter?
To unsubscribe, simply log in to My Account and select the Email Settings option. Or if you would prefer, please feel free to contact us and we will be happy to assist you via phone..
Do you offer gift-wrapping?
No, we currently have no Gift Wrapping services.
How do I contact the manufacturer of my items?
Please contact us and we will be happy to assist you.
