How Can We Help You?
Frequently Asked Questions
General Order Questions
How can I check my order's status?
Once you have placed your order, an order confirmation email will be sent to you soon after.
If you do not receive an order confirmation within an hour, please check your spam folder. If you still cannot locate the confirmation email, please email our Support team.
A shipping confirmation email will be sent your way when your order is shipped. This email contains your tracking number to track your order. Shipping notifications are also sent when an order is marked as delivered or out for delivery by the carrier
Track Your Order
You can track the status of your order from your shipping confirmation email or on our Track Your Package page.
Returns & Refunds
Can I return my order?
To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must meet sufficient conditions to be returned.
Our return policy extends for the first 30 days after the product is delivered. If 30 days have gone by since your order was received, we can’t offer you a refund or exchange.
Can I exchange an item?
In order to put in a request for an exchange, please contact our Support team letting us know which product you would like to exchange your order for.
We offer exchanges for products as long as the request is within 30 days of the delivery date. Shipping costs for the return and the shipment of the replacement are applied. Your items must be unused and in the same condition as received.
Are returns free?
Non-US: We do not offer return services. However, if your product is damaged, please Contact Us with a photo of the damage and we will exchange the product for you.
US Only: No, returns are not free. Orders are subject to shipping & handling fees. Feel free to contact our support agents through our Contact Us page for more details. Returns are confirmed once approved by the support team.
To be eligible for a return, your item must be unused and in the same condition that you received it.
Once your item is returned, the reimbursement, exchange or credit will be issued within 1-3 business days.
General Shipping Questions
Where do packages ship from?
Orders placed in the US are fulfilled from our warehouse in Austin, TX.
International orders are directly fulfilled from our partner manufacturer located in Shanghai, China.
Why Have I Not Received My Order & Shipping Confirmation Emails 48 Hours After Placing An Order?
Steps to Locate Confirmation Emails:
1. Check your inbox by searching "Lift Down Shipping Confirmation" or "Lift Down Order Confirmation".
2. Check your spam folder in case your confirmation emails end up there.
3. If you still cannot find your confirmation emails, please reach out to us here.
Which payment methods do you accept?
You can make purchases on our website using a debit or credit card. We additionally accept PayPal, Amazon Pay and Apply Pay as forms of payment. You can choose these payment methods at checkout.