FAQ

1. What forms of payment do you accept?

Lemontree.com currently accepts PayPal*, Google checkout and credit card for all orders.

2. Why is my credit card payment failed?

Payment with credit card may fail because of bank authorization and fraud prevention systems. If you are having trouble making a payment via Credit Card, you may contact your card issuing bank or PayPal directly. Here are PayPal's phone numbers:

+1-888-221-1161 (US & Canada Toll Free) +1-888-215-5506 (US & Canada Toll Free) +1-402-935-7733 (International) +1-402-935-2050 (International)

3. How do I know it is safe to shop with you?

Lemontree.com takes great pride in offering a safe and secure online shopping experience. We also respect your privacy and we're committed to protecting it..

4. Is there any discount for bulk/volume purchases?

Lemontree provide the discount for bulk/volume purchase. Please email our customer service for more details.

5.Do you ship internationally?

Yes, we probably do!

6. How can I contact Lemontree.com for additional assistance?

Customer service working time: Sunday to Thursday 9:00pm-6:00am EST except public and statutory holidays.

Email Our Customer Service: [email protected], we look forward to helping you with your inquiry. We respond to email messages in the order that they are received, and we will respond to your email as quickly as possible.

7. How are warranties handled?

Repairs on defective merchandise are handled by the manufacturers and not by Lemontree, unless otherwise indicated. If any item arrives damaged due to shipping, immediately contact the carrier. Keep all shipping materials and contact us immediately

8. Why don't I receive an order confirmation email after my paypal payment is completed?

We send confirmation email to your primary PayPal email address, or the e-mail address you have specified if you used the "PayPal Express Checkout" method. Make sure that you have a Lemontree account registered under your PayPal account's primary e-mail address.

In rare circumstances, a technical bug confirmed by PayPal can get in the way. If you do not receive any information at all, and your order does not appear in your Lemontree account, please contact us and send us your order details.

9. How do I change the shipping address or cancel my order?

Please contact Customer service immediately if you need to change the shipping address or cancel your order. Please be advised that some orders are shipped very soon after placement and it will not always be possible to make changes to the shipping address and/or cancel the order.

10. What does Lemontree.com charge for shipping an order ?

We provide free shipping to worldwide.

11. Do you ship to PO boxes or Military APO/FPO addresses?

Only USPS can ship to both PO Boxes and Military APO/FPO addresses within 2kg item. Please allow additional time for orders shipped to these addresses.*

Express shipping cannot be sent to both PO Boxes and Military APO/FPO addresses.

12. Why am I unable to track my order

It can sometimes take 24-48 hours or so for tracking information to update once an order has shipped from our warehouse.

Occasionally, a package may not receive the proper origin and transit scans while on its journey to you, so neither us nor express is able to track the exact location of the package in transit.

Please email us if you do not receive your order by the end of the quoted time frame. Please note that orders shipping via UPS can be delivered as late as 9:00pm local time in some areas.

13. Taxes, Customs & Duties

If the package is checked by your country's customs office when the item arrives in their country, we are sorry that customer should undertake all the taxes.

14. Return products you are unsatisfied with.

If you are not 100% satisfied with your purchase, you can return your order within 30 days to the warehouse for a full refund. Please contact us for return address before you send it back. Please be advised Customers are responsible for all return shipping charges. Once your return is processed, you will receive a refund for the amount paid for the returned item back to the original method of payment.

15. Return the wrong item.

If the item you received is completely different from the one you ordered, please contact our Customer Service with photos or videos of the different product. If a return is necessary. Replacement plus shipping cost will be issued to you on receiving the returned product. Or if you take it , we will offer a 10% discount for buying it, and we will send the replacement product to you.

16. Return defective items.

Replacements are treated the same way as that of new orders -- they typically arrive in 10 to 13 days. If a product needs to be returned for replacement, the replacement is sent after receiving the returned item.

17. When will a replacement be sent?

Replacements are treated the same way as that of new orders -- they typically arrive in 10 to 13 days. If a product needs to be returned for replacement, the replacement is sent after receiving the returned item.

18. How long does it take for me to get a refund?

It may take 1 or2 weeks for your return to reach our warehouse. Once it is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 2 days. Please note that depending on your credit card company, it may take additional 2-10 business days after your credit is applied for it to post to your account.