Customer Service Frequently Asked Questions
For your convenience, we've provided answers to some of our most-asked customer service related questions below. If you don't find what you're looking for here, please click here to contact us, We'll be glad to help out.
I just bought something from your site. How long will it take to arrive?
All orders are processed and shipped within 24 hours (in stock items only, check the item status on the product page) during the business week. Your order will be processed and shipped same business day if made before 9 am PST. Keep in mind that weekends and holidays are not considered business days by LACE, or our shipping partners.
||7-10 Business Days
|USPS Priority Mail
||5-7 Business Days
||5-7 Business Days
|UPS 2 Day
||1-2 Business Days
How do you ship?
We ship via UPS. Keep in mind that UPS does not ship to PO boxes. We provide shipping confirmation and tracking number via email the day your order ships. The cost of shipping is calculated when you check out, it is based on your zip code.
33 Day Price Match Guarantee.
Should you find a better price on anything you buy from LACE within 33 days please contact us. with the website where you found the better price (must be an authorized retailer) and we will MATCH their price and refund you the difference.
What is your return policy?
Returns are eligible on LACE merchandise for up to 33 days from purchase date under the following conditions. Item must be unworn and in original packaging with hang tags, box or poly bag. UPC sticker or label must be attached and intact.
Note: For purchases made between November 20 and December 31, 2017, returns that are postmarked by January 10, 2018 will be accepted if they are UNWORN and in their original packaging.
Sale items are FINAL SALE and cannot be returned.
If an item is found to be defective within 30 days of purchase, we will replace it with the same item. Please click here to contact us to let us know of the issue. We will then issue you a Return Merchandise Authorization number (RMA) via email and provide instructions on getting the product back to us. A RETURN AUTHORIZATION NUMBER MUST ACCOMPANY ANY RETURN IN ORDER FOR IT TO BE PROCESSED. We will not accept any return without one. When emailing about a defect, please state the following information, your order number, found in the top right hand corner of your invoice OR your web confirmation number along with your name and the nature of the defect. Once the defective item is received back into our warehouse (shipping it back is your responsibility), we will promptly ship a new replacement to you free of charge. Any item returned must have ALL original parts and packaging, batteries if applicable, cords, controls, blank warranty cards, instructions etc.
Can I cancel my order?
In most instances, your order is processed and shipped the same day so you get it quickly. Therefore, there is no way to cancel an order once it has been submitted. Please order carefully.
I have a LACE ad code (sometimes called a discount code), where do I enter the LACE ad code / Discount code?
Your coupon code can be entered at time of check out. Once entered you will see the discount for the Lace ad code / discount code automatically applied to the total.
Do you ship to Hawaii, Alaska, PO Boxes or APOs?
We ship to Hawaii and Alaska but are not able to offer any Free Shipping. Rates are shown on checkout. APOs and PO Boxes are not an accepted shipping method at this time.
How does LACE Loyalty work?
To collect LACE Loyalty please make sure you are logged in to your account or create an account when checking out. You will collect LACE Loyalty each time you purchase. LACE Loyalty earned will vary depending on current promotions. When you redeem each point is worth 1 cent so 100 points equals $1.00 towards future purchases. To use your points just login and you will see them in the Payment Method on Checkout.
Please Note: It can take up to one week for LACE Loyalty to show up in your reward balance.
How can I contact you?
You can reach us toll free by phone or email Mon-Fri 9am-4:30pm EST and Saturday to Sunday 10am - 4:30pm EST (excluding holidays)
Please click here to contact us
Phone: 1-855-505-LACE (5223)
All charges are in US dollars. Canadian shoppers, please visit LACE.ca to shop in Canadian dollars.