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CUSTOMER CARE

 

Have any questions or concerns ? We’re always ready to help! Call us at 646 492-1823 or send us an email at Sales@thomaslavone.com

SHIPPING
How do I track my order?
 

Once your order has shipped, we will send you a shipping confirmation email with a link to track the order on the carrier's website. By clicking the link, you will be able to check the status of your order once is in transit.Please note: It may take 24-48 hours for your tracking information to reflect details on UPS, FedEx, USPS sites.

 

 

What are your delivery options?
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Delivery Options are as follows 

Once you decide your delivery option, you can track your packages simply by just clicking on the underlined carrier links above, place your tracking number and hit enter.    Cant find your tracking number ? You can call the office or review your receipt from order placed it will have your tracking number listed.

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How do I return an item?
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  • Be sure to inspect your items promptly upon receipt for shipping errors or manufacturing defects. Defective merchandise must be reported within ten business days of receipt.

  • In order to return an item, customers must contact Thomas LaVone's Customer Care Team to receive a Return Merchandise Authorization Number (RMA). Returns lacking a corresponding RMA may be delayed or returned to the customer.

  • If the item is being returned due to a manufacturer’s defect or because we shipped the wrong item, Thomas Lavone will pay for all shipping fees ** Not related to making the return for refund, store credit, or exchange.

  • This includes fees to return the item to our facility as well as fees related to shipping a replacement item to the customer, when applicable.

  • We advise all customers to return their items via a carrier (like UPS or FedEx) that provides a tracking number. Return shipments which are lost in transit are not the responsibility of the Thomas LaVone brand.

  • We inspect all returned items within five (5) to seven (7) business days of receipt. Any item that is received in a condition that is not new or that does not include all of its original packaging, including gift boxes and certificates of authenticity, will be returned to the customer.

  • After the product’s original condition has been verified, we will issue a refund, store credit or an exchange. Most refunds are processed within seven (7) to ten (10) business days of receipt.

  • Refunds will be issued in the original form of payment.

  • Unless the item is returned due to a manufacturing defect or because we shipped the wrong item, the original shipping fees associated with your order will not be refunded.

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How can I contact your couriers?
 

You can contact our couriers by simply emailing the courier, someone will return your phone call the same day, After 6 pm Eastern time, you will receive a phone call or email back the following business day.

 

 

Do you provide International delivery?
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We do ship International, with FedEX only or DHL  

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What is your returns policy?
 

What You Can Return:

  • We accept returns on items in new condition* with the original packaging and materials, including gift boxes and/or certificates of authenticity.

  • Any item un-used in the customer’s possession less than 5 business days from the date the item was delivered.

 

What You Cannot Return:

Unfortunately, we are unable to accept certain items for return.

These include:

  • Items which are no longer in new condition.

  • Items which lack their original packaging, including gift boxes and certificates of authenticity.

  • Items which have been customized or altered to meet customer specifications, like resizing or engraving.

  • Items which have been in the customer’s possession for more than seven (5)  business days from the date the item was delivered.

  • Final Sales Items can not be returned.

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