Was my order placed?

After you click Place My Order, your order will transmit to us and you will see an order confirmation page that displays your order number. Once you see this number, your order has been successfully placed.

It is important that once you click Place My Order you do not press the Back button on your computer or attempt to re-load the page. This will cause duplicate orders and charges.

If you have concerns that your order did not correctly process or that you mistakenly placed duplicate orders, please contact us immediately toll free at 888.568.3775 or via email at [email protected]. In your inquiry, make sure to include your full name, and the email address & zip code used when placing your order.

*Please note your order cannot be cancelled once submitted.

I used a promo/coupon code, why was my item not discounted?

Unfortunately, due to certain manufacturer mandates not all items are eligible for discounts.

Why is the item I placed in my cart now unavailable or out of stock before I checked out? I thought I reserved it by putting it in my cart.

Placing an item in your cart does not guarantee stock availability upon checkout. Someone else may have ordered the same item and checked out before you. Therefore, placing an item in your cart is NOT a reservation of the particular item. Be sure to double check your order before you click Submit.

Can I purchase gift cards online?

Yes, Lovers Lane gift cards are available for purchase online, just click the Gift Cards link at the top of the home page.

Can I check my Gift Card balance online?

Yes, balance information is available, just click the Gift Card link at the top of the home page and enter your gift card number.

When will my credit card be charged?

Your payment is authorized the instant your order is placed. This credit card authorization is a temporary hold on funds that are released back into your account within 3-5 business days if we do not ship. Funds are not actually withdrawn and your credit card is not actually charged until your order has shipped.

Additional transactions may appear on your statement if your order is shipped in multiple boxes due to backordered items. Your credit card will be charged separately for each shipment.

If items are shipped separately, you will only be charged once for shipping and handling. The total amount you pay will always equal the final amount shown in your order confirmation email.

Is my credit card information secure when making purchases online?

Yes, Lover's Lane makes every effort to ensure that our customers are protected when making online purchases. All credit card and personal information is encrypted using Secure Sockets Layer (SSL) before being sent over the Internet. This means that all information you provide us online is encrypted and completely confidential. Additionally, once we receive the credit card bank authorization, your encrypted information is released to the bank and does not remain on our system.

When is my order processed?

Merchandise for both in-stock and backordered items are sent to our fulfillment center each business day. Once the fulfillment center receives your order, in-stock items are released for shipment within two business days. Expedited orders are always processed the same business day if your order is submitted prior to 3pm EST. During our holiday season and promotional sales events, there may be an additional processing time added to your order. Should you require your order on a specific date, please select expedited shipping.

How do I change or cancel my order?

When you place your order, it is transmitted to our fulfillment center, where it will be made ready for process. We regret that once you submit your order by clicking Place My Order, it can no longer be changed or canceled.

Please ensure that your order is correct before clicking Place My Order.

If your order included backordered items, those items can usually be cancelled since they are not immediately available for shipment. If you have backordered items you would like to cancel, please contact us  toll free at 888.568.3775 or via email at [email protected].  Please include your order number and the item(s) you wish to cancel.

How do I check the status of my order?

You can check the status of your order by clicking the Order Tracking link at the bottom of the Lovers Lane website. You will need your order number and shipping zip code.

Additionally, you will receive an email confirmation when any part of your order has shipped that includes the shipment tracking number, so long as you have provided a valid email address.

What is processing time?

Processing time is the period after you have placed your order when your payment is verified, your order is sent to our fulfillment center, and your order is prepared for shipment. For in-stock items, processing time is generally two business days unless otherwise stated on the items description page.

Orders placed after 1pm EST begin processing the next business day, unless you pay for expedited shipping. All expedited orders submitted by 3pm EST will ship the same business day.

Expedited orders (UPS 2-day or next day air) placed after 3pm EST begin processing the next business day. Please note that we cannot expedite any orders to a P.O. Box, APO, or FPO address. Expedited shipping is available for in-stock items only shipping to a physical address.

Processing time for backordered items does not begin until the item is back in-stock at our fulfillment center.

Please Note: During our holiday season and promotional sales events, there may be an additional processing time added to your order. Should you require your order on a specific date, please select expedited shipping.

Why is my order showing an Active, Fraud_Hold status?

We use a number of security measures to protect our customers from online fraud. This means that orders meeting specific criteria are automatically put on hold until we verify that the purchase is authorized.

On hold orders are reviewed within two business days after the order is placed. This time is not included in the normal order processing time. We regret the delay this causes in processing your order. To make sure that your order is released as soon as possible, please respond promptly if our customer service representatives attempt to contact you. Regrettably, we cannot guarantee items for orders in a Hold status will still be available once the purchase is authorized.

Your order may also be put on hold if you have placed more than one order using the same credit card within the same week. We apologize for any delay in processing your order, and thank you for your understanding.

What do I do if I received an item that I didn't order, received an incorrect item or did not receive an item from my order?

If you received an item in error, please contact us immediately toll free at 888.568.3775 or via email at [email protected] and we will gladly send you the correct item. Do not ship the incorrect item back to us while your replacement item is being shipped to you. We may collect the incorrect item at our expense.

When contacting us, please include the order number, the shipping zip code, and the wrong item received or missing item in your communication.

What does backorder mean? When will a backordered item be shipped?

If an item is backordered that means that it is temporarily out of stock and is not available to ship immediately.

Most out of stock items have the expected ship date indicated on our website.  Please note that most backordered items are usually re-stocked within 3 to 30 days. If you wish to cancel your backordered item, please contact us with the order number and the backordered item you wish to cancel toll free at 888.568.3775 or via email at [email protected].

If your order includes multiple items, items that are in-stock will ship under the normal timeframe. Backordered items will be shipped separately for no additional shipping fees once they have been re-stocked.

If you have items on backorder with us, please be sure to update your address with us in the event that the address on your order is no longer valid. If a backordered item is shipped to an address that is no longer valid and we are not informed of the change prior to the shipment being sent out, we will not be held responsible if you do not receive your package. Please note that we do not refund these orders unless the package is routed back to us by the carrier.

Why was my order cancelled without my consent?

Orders may be cancelled for a variety of reasons. The most common is that the information you provided for your billing address or the cards security code does not match the information that your bank has on file. Orders that fail this verification must be cancelled for security purposes.

We will make every effort to communicate with you before cancelling your order without your knowledge. We will always give you three business days to respond to us before we cancel your order.

Other common reasons why we may cancel your order:

  • We were unable to contact you to verify your payment information. Please make sure you provide us with a valid email address and phone number when placing your order.
  • An item on your order has been backordered for more than 30 days.

Please be advised that you will never be charged for a cancelled order.

Cancelled orders cannot be reinstated. A new order must be placed if you still wish to receive the item(s).