Standard Shipping (Mostly Free): delivered by your local postal service

Express Shipping (Pay Extra Fees): Via DHL, UPS or FeDex

Once you ordered, we will process it ASAP in 2 to 5 days and upload the tracking number within 7 days. 

Standard: takes around 10-30 days

Express: takes around 7-10 Days

The exact delivery days depend on the certain situation in your location, days like Christmas and Blackfridays will take a little more days.

China or US warehouse

The delivery address must be detailed and accurate - need to provide specific street number, building number and room number; The zip code should correspond to your city

1. For China, Macau(SAR) and HongKong(SAR), please fill with the chinese address and names;

2. for Taiwan, you must provide Chinese receiving information (Chinese name and Chinese address) and ID card number (passport number if you are a foreigner) ID number please write in the order notes.

Taiwan recipients must download the Ezway app and register an account, once the goods arrive at the Taiwan Customs without registering the account, the customs has the right to confiscate the goods, our company will not bear any responsibility or refund.

3. For Korea, your personal tax ID and Korean name (Korean name + Korean address + required personal tax ID (P + 12 digits) + (recipient phone number (010 + 8 digits)) are required according to the requirements of Korean customs clearance.

The information must be the same recipient's information, otherwise we will not be able to ship.

4. for Chile, Colombia, Turkey need to provide the recipient's tax ID - can fill in CPF/CNP/VAT/ passport ID/EOR.

A. Entire Countries & Regions
The following destinations are completely excluded from our shipping network:

• Russia, Belarus, Israel, Gibraltar
• India (due to high parcel loss rates)
• Puerto Rico (PR), Virgin Islands (VI), Guam (GUM)
• Alaska (AK), Hawaii (HI)

B. Specific Address Types (Worldwide)
We cannot deliver to these address types in any country:

• PO Boxes (Post Office Boxes)
• APO/FPO/DPO Military Addresses
• Addresses on dependent or offshore islands

C. Regions with Specific Restrictions
Services are unavailable under these conditions:

1. South America: All destinations are restricted due to high customs tariffs.
2. South Africa: We do not ship to dependent islands or addresses containing the following keywords: box, posbus, plot, plaas, Farm, private bag, privaat sak.
3. Spain: Postal codes beginning with 07, 35, 38, 51, 52.

We do our best to ensure that all your items arrive at the same time. Sometimes, our products are not always sent together, as different shipping options can be used depending on the product. Once the item has been shipped, you will receive a shipping notification email.

Unfortunately, we can't change the shipment once the product is en route, but you can cancel your order within 24 hours of placing it and reorder it with the exact details.

Please note that your address information must be specific to the street number, building number and room number.

Cancellation is not accepted once the package has been shipped. Otherwise the customer must bear the corresponding cost of any return.

If the package is lost or cannot be recovered due to the wrong address provided by the customer, the loss shall be borne by the customer. Lofree will not exchange orders or refund money.

Sorry the courier service does not accept this kind of declarations.

Due to the customs policy of different countries, we CANNOT control the taxes. Our product price does not include VAT or import tax for your country. We will try our best to declare a comparatively lower value for the product. If you have further question about the declared value, please feel free to send us an email at support@lofree.co.

To provide you with additional peace of mind, we offer optional shipping insurance through our partner Xcotton, a third-party insurance provider. Please read the following carefully to understand what is covered by this insurance, and what remains the responsibility of Lofree or the carrier.

1. What the Insurance Covers (Provided by Insurer):

• Loss or theft of the entire shipped package during transit.
• Physical damage to the goods during shipping that renders them unusable.
• Coverage is valid from the time the package leaves our warehouse until it is marked as “delivered” by the carrier.

2. What is NOT Covered by the Insurance:

• Packages lost or delayed due to incorrect, incomplete, or unapproved address information provided by the customer.
• Loss or damage due to customer’s failure to comply with special destination requirements (e.g., Taiwan EZ Way registration, missing tax ID, etc.).
• Delays in delivery, including those caused by customs, holidays, or carrier processing.
• Minor cosmetic damage that does not affect product functionality.
• Items that are marked “delivered” by the carrier tracking.

3. Important Distinction of Responsibility:

Lofree’s Responsibility: We are responsible for processing your order accurately, shipping within stated timeframes, and ensuring the package is handed to the carrier with correct labeling.

Carrier’s Responsibility: The shipping carrier (postal service, DHL, UPS, FedEx) is responsible for transit until delivery.

Insurance Provider’s Responsibility: If you purchase shipping insurance, the insurer handles valid claims for covered loss or damage according to their terms.

Customer’s Responsibility: Providing correct and complete shipping information, complying with destination customs/clearance rules, and inspecting the package upon delivery.

4. How to File an Insurance Claim

If you purchased shipping insurance and believe you have a covered claim, you must:

1. Contact Xcotton customer support at support@xcottons.com within 7 days of delivery (or estimated delivery date for lost packages).
2. You can file a claim using the policy number and the provided contact details. (you will receive those info as long as you bought the insurance)
3. Other proof: screenshot from the shipping company, photos of the damaged product, etc.
4. All claims are reviewed and paid out directly by the insurance provider, not by Lofree.

5. Note

Shipping insurance is an optional add-on offered for your benefit (the insurance is order-based and will cover only the products purchased in the order). Lofree does not guarantee claim approval—all claims are subject to the insurer’s investigation and policy terms. Whether you choose to purchase insurance or not, our standard Shipping Policy as stated above remains in effect.