Frequently Asked Questions

Welcome to the Lomexi Help Center! Here you will find answers to the most common questions about our toys, shipping, and store policies.

1. Orders & Customization

Q: Can I cancel or modify my order after placing it?

A: You can request to cancel or modify your order within 24 hours of placing it. Please email us immediately at [email protected] with your order number. After 24 hours, your order enters our processing and production phase (especially for custom items), and we will not be able to cancel or make changes.

Q: How do custom/personalized orders work?

A: For custom items, we require extra time to craft your product with care. Please ensure all names, spellings, and design choices are correct before checking out, as we cannot refund custom items due to customer input errors.

Q: I didn’t receive an order confirmation email.

A: Please check your Spam or Junk folder. If you still can’t find it, you may have entered your email address incorrectly. Contact us at [email protected], and we will help verify and resend your confirmation.

2. Shipping & Delivery

Q: Do you ship internationally?

A: Currently, we only ship to addresses within the United States.

Q: How long will it take to receive my order?

A: Total delivery time includes Processing Time and Shipping Time.

Processing Time: 2 – 5 business days (needed to prepare/customize your toy).
Shipping Time: 7 – 10 business days for Standard Shipping.
Total Estimated Wait: You should receive your order within 9 – 15 business days.

Q: How much does shipping cost? A:

Standard Shipping: $6.99
Express Shipping (3-5 days): $29.99
Free Shipping: Available for all orders over $199.00.

Q: My tracking number isn’t working.

A: Tracking numbers are generated when the label is created. Please allow 24-48 hours for the carrier (UPS, USPS, FedEx, etc.) to scan your package and update the status. If it has been more than 3 days with no update, please contact us.

3. Returns & Refunds

Q: What is your return policy?

A: We have a 30-day return policy for items that are damaged, defective, or if you received the wrong item. We will cover the return shipping costs or send a replacement free of charge in these cases.

Q: Can I return a custom-made toy?

A: No. Due to the personalized nature of these products, we do not accept returns or exchanges for custom items unless they arrived damaged or defective.

Q: Can I return an item if I changed my mind?

A: We do not accept returns for “change of mind” or if you ordered the wrong size/variant by mistake. Please review product descriptions and size guides carefully before purchasing.

Q: What should I do if my item arrived broken?

A: We are so sorry! Please email us at [email protected] within 48 hours of delivery. Include your order number and clear photos of the damaged item and the packaging. We will resolve this for you immediately.

4. Product & Safety

Q: Are your toys safe for children?

A: Absolutely. Safety is our top priority at Lomexi. Our products are made from high-quality, non-toxic materials. However, please check the age recommendation on each product page, as some toys may contain small parts not suitable for children under 3 years old.

Q: The color of the toy looks slightly different from the photo.

A: We try our best to display colors accurately. However, actual colors may vary slightly due to different monitor settings and lighting during photography.

5. Payments

Q: What payment methods do you accept?

A: We accept major credit cards (Visa, Mastercard, American Express), PayPal, and other secure payment methods supported by our store.

Q: Is my payment information secure?

A: Yes. Our store is built on a secure e-commerce platform (WooCommerce) with SSL encryption to ensure your personal and payment details are kept safe.