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| Frequently Asked Questions |
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Q: Do you ship orders outside the United States?
A: BoldLoft is proudly announced that we are now shipping internationally to the following countries:
All APO/FPO, American Samoa, Antigua and Barbuda, Australia, Austria, Bahamas, Bahrain, Bangladesh, Barbados, Belgium, Belize, Bermuda, Bolivia, Brazil, Brunei Darussalam, Bulgaria, Cambodia, Canada, Cayman Islands, Chile, China, Costa Rica, Cyprus, Czech Republic, Denmark, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Estonia, Finland, France, Germany, Greece, Greenland, Grenada, Guatemala, Haiti, Honduras, Hong Kong, Hungary, Iceland, India, Ireland, Israel, Italy, Jamaica, Japan, South Korea, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Macau, Maldives, Malta, Mexico, Monaco, Montserrat, Morocco, Nepal, Netherlands, New Zealand, Nicaragua, Norway, Oman, Pakistan, Panama, Paraguay, Peru, Poland, Portugal, Qatar, Romania, Russian Federation, Saudi Arabia, Singapore, Slovakia (Slovak Republic), Slovenia, South Africa, Spain, Sri Lanka, Suriname, Sweden, Switzerland, Taiwan, Thailand, Trinidad and Tobago, Turkey, Ukraine, United Arab Emirates, United Kingdom, Virgin Islands (U.S.), Guam (U.S.), Puerto Rico (U.S.), Hawaii (U.S.), Alaska (U.S.).
Q: Do you ship to APO/FPO/DPO addresses?
A: Yes we do ship to APO/FPO/DPO addressed. APO, FPO, DPO and other military base addresses are not considered international addresses. If you are planning to ship to this type of address you should select "United States"as your shipping country during checkout.
Please note: Express services are not availbale to all APO/FPO/DPO addresses.
Q: Do you ship to Hawaii, Alaska, Virgin Islands, Guam, and Puerto Rico?
A: Yes we do ship to Hawaii, Alaska, Virgin Islands, Guam, and Puerto Rico. If you are planning to ship to these States, you should select them as your shipping country (example: USA - Hawaii) during checkout.
Please note: Express services are not availbale to Hawaii, Alaska, Virgin Islands (U.S.), Guam, and Puerto Rico.
Q: How can I find out how much for shipping charges??
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 delivery date is 5 business days (excluding Saturday, Sunday and public holidays) for Express Mail and 10-20 business 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, severe weather, or strikes. We are not responsible for any delay beyond our control.
Q: How many days to deliver my order if it is shipped by standard ground shipping (within USA)?
A: It usually takes 4-7 business days (excluding Saturday, Sunday and public holidays) to deliver most areas in US by standard ground shipping. A package that leaves our fulfillment center on a Saturday or Sunday does not actually reach the shipper until Monday morning. Also, unlike Express services, there is no guarantee time or date of delivery on any standard ground service.
Q: How many days to deliver my order if it is shipped by Express service (within USA)?
A: It takes 1 business day (excluding Saturday, Sunday and public holidays) to deliver most areas in US by 1-Day Express service. Some areas may take up to 2 business days to deliver. It takes 2 business days (excluding Saturday, Sunday and public holidays) to deliver in US by 2-Day Express. A signature is required at the time of delivery for express orders.
Orders that require Express Shipping Services will processed the same business day if they are received before 12:00pm 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.
There is no weekend service for our 2-Day or 1-Day Express options. Therefore, a package that leaves our fulfillment center on a Saturday or Sunday does not actually reach the shipper until Monday morning.
Express services are not available for PO Box / APO / FPO / DPO address.
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 24-48 hours through email. Please log on to USPS, UPS, or Fedex online tracking and enter your confirmation number to track the status of your order.
Unfortunately parcel tracking is only available in the US. We normally expect overseas deliveries to arrive within 20 working days; however if you have not yet received your order, please allow up to 45 workidng days in case of any problems with the courier service or custom clearance. Please note international shipping time is not guaranteeed regardless how to ship. Delay may usually due to custom clearance or severe weather conditions.
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 tracking record shows my order is delivered but I did not receive my order, what should I do?
A: Your order may either pack in a small box or an envelope; however, it might not fitted into the standard size mailbox occasionally. Please check if your mail carrier put the item at other location for pick up, such as front porch, front door, side way, leasing office or reception desk.
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 12:00pm 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 24-48 business hours. You will be notified via email once your order is being processed.
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 shipping address along with your order number together. We won’t be notified if you change any info on your account.
Q: Can I modify or cancel my order?
A: Your order begins processing immediately after you click Submit Order. Orders that are "Processing" or "Shipped" (fulfilled) can not be cancelled or modified. Changes to "Pending" orders are sometimes possible. These changes will require assistance from Customer Service. All request of changes on "Pending" orders must sent email to us. No verbal change of order accepted. You may determine whether or not an order has been processed or shipped by checking your Order Status.
If you have changed your mind about the order and it is too late to cancel, or the intent to cancel request is not successful, you can return any unwanted items in accordance with the returns policy.
Q: Can I change my shipping address after I placed my order?
A: To adjust the shipping address on "Pending" order is sometimes possible; however, after your order has been submitted, the order is immediately sent to our warehouse to fulfill, and once the order that is "Processing" or "Shipped" (fulfilled), change of the shipping address is not allowed.
All request of changes must sent email to us. No verbal change of order accepted.
Please be advised that 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 shipping address. We are not responsible for any non-delivery due to incorrect shipping address is provided.
If your package is not successfully delivered, it will be returned to the warehouse and you will be contacted via email for Shipment Return Notification.
Q: I did not receive order confirmation or shipment tracking email, why?
A: If you haven't received our order confirmation or shipment tracking emails, please check with your email "Spam" folder as our emails may sometimes get caught in there. You may also have a typo error in the email address you used for purchase. In this case, please contact our customer service for assistance.
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.
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 8 weeks. We suggest that you check the site regularly for your must-have item. We apologize for any inconvenience this may have caused.
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 or exchange my order??
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.
To return or exchange an order, please follow the instructions here.
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 or wrong shipment.
Q: To what address should I ship my return?
A: A return authorization number is required to return merchandise. Please refer to our section on Returns for information on how to create an online return. Send your item via traceable method to the following address:
BoldLoft
Returns & Exchanges
3959 Van Dyke Rd. Suite 198
Lutz, FL 33558
Q: Do you charge any Restocking Fee on return orders?
A: We do not charge any restocking fee on exchange orders. On authorized return orders, we charge $5.00 restocking fee per item .
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