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| Frequently Asked Questions |
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Shipping & Tracking
Billing
Ordering
Products
Return & Exchange
Shipping & Tracking
Q: Do you ship orders outside the United States?
A: BoldLoft is proudly announced that we are now shipping worldwide.
Q: How can I find out how much for international shipping?
A: Simply check out your shopping cart, and once your shipping country is selected, all shipping options and quotes will be shown at the "Select a Shipping Method" section. If you experience difficulty in placing your international order with us, please contact us.
Q: How long does it take to deliver an international order?
A: Estimate 5 working days for Express Mail, 6-10 working days for Priority Mail, and 10-20 days for First Class International Mail.
Please note there is no guarantee time of delivery on international shipments. Actual delivery time might take longer. Delay may usually due to customs clearance. We are not responsible for any delay beyond our control.
Q: How many days to deliver my order if it is shipped by USPS Priority Mail (within USA)?
A: It usually takes 3-5 business days to deliver most areas in US by USPS Priority Mail service. There is no guarantee time of delivery on any USPS Priority Mail service.
Q: How many days to deliver my order if it is shipped by USPS Express service (within USA)?
A: It takes 1 business day to deliver most areas in US. Some areas may take up to 2 business days to deliver. Please check with USPS.com for more details. A signature is required at the time of delivery for express orders.
Q: I would like to make a gift purchase. Can you send my gift to a different address?
A: Yes we can send your order to a different address.
Q: How can I track my shipment?
A: Once we ship out your order, you should receive a shipment confirmation number within 24 hours through email. Please log on to USPS tracking and enter your confirmation number to track the status of your order.
Q: I do receive a USPS confirmation/ insurance number from you; however, the tracking result from USPS.com does not tell me where the package is. Why?
A: Unlike UPS or FedEx with day-by-day tracking ability, USPS number mainly serves as a shipment confirmation/Insurance number which always encounters delay on updating the online shipping status. In fact, USPS won’t provide real time tracking services for domestic and international shipments. You may only track your package if you ship your order by USPS Express Mail Service.
Q: The USPS tracking shows my order is delivered but I did not receive my order, what should I do?
A: We will file a loss claim on your behalf. According to USPS, for lost parcel claims, you must wait 21 days for domestic and 45 days for international shipments. For shipment to Italy, you must wait 60 days before filing. Please contact us for details.
Q: What is your Express shipping cut off time?
A: Orders that require Express Shipping Services will processed the same business day if they are received before 11:00am EST. Any orders received after this cut off time will not be shipped until the next regular business day. Customers should not count the day an order ships as a shipping day. Business days would be considered Monday thru Friday excluding US Holidays.
Billing
Q: What forms of payment are you accepted?
A: We accept VISA, Mastercard, American Express, and Discover Card.
Q: What is CVV code?
A: CVV code is a secure code on your credit card. For VISA and MasterCard, it is the 3-digit code at the back of the card. For America Express, it is the 4-digit code at the FRONT of the card.
Q: I receive your email regarding my order is on hold due to the “unverified” billing address. What does it mean?
A: In order to process your order, you must provide us a “verified” billing address if you pay your order by major credit cards. To avoid any delay, please make sure to enter your exact billing information (first, and Last Name, middle initial, billing address, and credit card number) as it appears on your credit card statement.
Q: I did cancel my order; but you still charged the order toward my credit card. Why?
A: At the time you placed an order, your credit card was authorized for the order amount. Your credit card has never been charged. However, your financial institution may show a pending amount on your credit card statement. This amount will typically, within 2-10 days, drop off according to the institution policy.
Q: I was told my order was refunded; however, I still don’t see the money credited back to my credit card. Why?
A: It may take up to 72 business hours to show the refund back to your credit card. Please check with your institution policy for details.
Q: Do you accept gift cards issued by VISA, Mastercard or American Express?
A: Yes we do accept gift cards issued by VISA, Mastercard or American Express. If you have problem to pay your order using your gift card, please contact us for further assistance.
Q: Do I get a receipt for my purchase?
A: Customers will automatically receive email receipts for all purchases. We do not enclose purchase receipts with shipments.
Ordering
Q: What is Back-Order?
A: If you order an item which is out-of-stock, we will put your order on “Back-Order”. You can either keep your order Back-Order till it is ready to ship, or you can cancel or exchange your order at your choice.
Q: Why is my order “On Hold”?
A: Your order is On Hold due to several reasons. The most common reason is you have provided us an invalid credit card billing address. Also, we will put your order On Hold if an incomplete shipping address is provided.
Q: How long will it take to process my order?
A: We strive to provide prompt services to our customers. If all items are in-stock, express orders are processed within one business day. Regular orders are usually processed and shipped within 72 business hours. You will be notified via email once your order is being processed.
Q: How do I change the shipping address on my order?
A: Please email us your new delivery address with your order number together so that we can make the change for you.
Q: I received an email saying my shipping address is invalid. I have already updated the new address on my account. Why my order status still shows “On Hold”?
A: You need to email us your updated your shipping address along with your order number together. We won’t be notified if you change any info on your account.
Q: Can I cancel my order?
A: An order can be cancelled if it is in Pending status. Orders that are processing or shipped (fulfilled) cannot be cancelled. We apologize for any inconvenience that this may cause. You may determine whether or not an order has been processed or shipped by checking your Order Status & History.
Requests to cancel your Pending order can be accepted by calling or contact our customer support. However, once an item has shipped, cancellation will not be permitted. Please do not refuse the shipment as this could result in a 25% refusal penalty fee plus original shipping charges is non-refundable. Please contact customer support for return instructions.
Q: Can I modify my order?
A: Order that are processing or shipped (fulfilled) can not be modified. Changes to pending orders are sometimes possible. These changes will require assistance from Customer Service. You may determine whether or not an order has been processed or shipped by checking your Order Status.
Q: I put in the wrong shipping address. Can you correct it?
A: We will ship your order exactly to the address that you put in as the "Ship To" address, so please make sure that you put in a correct ship to address. We are not responsible for any non-delivery due to incorrect shipping address is provided.
Products
Q: Do you have catalog?
A: BoldLoft does not have traditional paper catalogs - the shopping experience at BoldLoft is exclusively online.
Q: I love the “We are Connected…Wherever You Are” design but I am wondering what does it say in the bottle?
A: The message in the bottle says "To My Lover" on the design.
Q: Do you offer pillowcases other than white?
A: As of now, most of our pillowcases come in white only. Selected designs are also available in dark blue, which are All I Want is You and You’ll Be Mine from Boy Meets Girl 2 series.
Q: I really like your pillowcases, but do they include pillows too?
A: Unfortunately, we do not sell pillows or body pillows. All prices shown on our website are for pillowcases and body pillowcases only.
Q: Do you make pillow cases for throw pillows or king size pillows?
A: As of now, we don’t offer any pillowcases for throw pillows or king size pillows.
Q: The item I want is currently sold out. Will you get more in?
A: We normally receive our shipments every 4 to 8weeks. We suggest that you check the site regularly for your must-have item.
Q: Does BoldLoft have an affiliate program?
A: Yes! To learn more, please visit BoldLoft’s affiliate program for details.
Return & Exchange
Q: Can I return an item?
A: If you are not completely satisfied with your purchase, we are happy to accept your unused merchandise in its original condition within 30 days for a refund. Please note original shipping is non-refundable. All clearance/sale items are sold as is and not subject to return. For Free Ship order, we will refund you the cost of the item MINUS the original shipping charges.
Q: How do I exchange or return my order?
A: Please follow the instructions here for returns/exchanges.
Q: What if I received a wrong or damaged item?
A: In the unlikely event that you receive an incorrect or damaged item, please email us to report damaged shipment.
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