Shipping policy

This Shipping Policy explains how orders placed through our website are processed, packaged, shipped, and delivered by Loofae Innovation Inc (“we,” “us,” or “our”).

Shipping Area

We currently ship orders within the United States only.

Shipping availability may vary depending on the product, delivery address, package size, battery type, carrier restrictions, and available shipping services.

Certain products may not be eligible for delivery to Alaska, Hawaii, U.S. territories, P.O. boxes, or APO/FPO/DPO addresses. Any applicable delivery restrictions will normally be displayed during checkout.

If we are unable to ship an order to the address provided, we may contact you for an alternative address or cancel the affected order and issue a refund to the original payment method.

Products Covered by This Policy

Our products primarily include smart home devices, connected home accessories, home automation products, electronic household products, sensors, controllers, smart lighting accessories, and related items.

Some products may contain electronic components, rechargeable batteries, lithium batteries, magnets, glass components, or other materials that require specific packaging or shipping methods.

Product availability and permitted shipping methods may therefore vary by destination.

Order Review and Acceptance

After an order is placed, you will receive an order confirmation email. This confirmation means that we have received your order, but it does not necessarily mean that the order has been accepted or shipped.

We may review an order before shipment for reasons including:

Product availability
Payment verification
Address verification
Carrier or destination restrictions
Pricing or product information errors
Suspected unauthorized or fraudulent activity
Legal or regulatory shipping restrictions

If we are unable to fulfill an order, we will notify you and issue a refund for the affected item or order to the original payment method.

Order Processing Time

Orders are generally processed within 1–3 business days after payment confirmation and successful order review.

Business days are Monday through Friday, excluding U.S. federal holidays.

Order processing may include:

Payment and order verification
Inventory confirmation
Product inspection
Device and accessory checks
Protective packaging
Shipping label preparation
Battery-related shipping review, where applicable

Orders placed on weekends or public holidays will normally begin processing on the next business day.

Additional processing time may be required during holidays, promotional periods, new product launches, periods of high order volume, or when a product requires special packaging.

Shipping Delays Before Dispatch

We make reasonable efforts to process and ship orders within the timeframe stated on our website or during checkout.

If we are unable to ship your order within the stated timeframe, we will contact you with an updated estimated shipping date. Where required, you will be given the option to:

Accept the revised shipping date; or
Cancel the affected order and receive a prompt refund to the original payment method

If we are unable to obtain any required consent to an extended delay, we may cancel and refund the affected order.

Shipping Carriers

We may use USPS, UPS, FedEx, or other qualified logistics providers to deliver orders.

The carrier and shipping service selected for an order may depend on:

Delivery destination
Package dimensions and weight
Product value
Battery classification
Required delivery speed
Available carrier services
Signature or delivery confirmation requirements

Customers may not always be able to select a specific carrier.

Packaging

We carefully package orders to help protect electronic devices, sensors, smart home accessories, control units, cables, adapters, and other components during transportation.

Depending on the product, packaging may include:

Protective wrapping
Anti-static packaging
Cushioned mailers
Sturdy shipping boxes
Protective inserts
Sealed product packaging
Battery safety labels
Additional impact protection

Some products may be shipped in their original manufacturer packaging inside an additional shipping container.

Gift packaging, upgraded packaging, oversized packaging, or other optional packaging services may involve an additional charge. Any applicable fees will be disclosed before checkout is completed.

Products Containing Batteries

Some smart home products may contain lithium-ion, lithium-metal, rechargeable, or replaceable batteries.

Products containing batteries must be shipped in accordance with applicable transportation requirements and carrier policies. As a result:

Certain battery-powered products may only qualify for specific shipping methods.
Air or expedited shipping may not be available for some products.
Delivery to certain destinations may be restricted.
Battery-powered products may take longer to process or deliver.
Additional packaging, labeling, or handling may be required.

Shipping options shown during checkout will reflect the services available for the products and destination entered.

Estimated Delivery Time

Estimated delivery times may be displayed at checkout based on the delivery address, selected shipping method, product type, and carrier availability.

Delivery estimates begin after the order has been processed and transferred to the carrier. Processing time is separate from carrier transit time.

All delivery dates are estimates and are not guaranteed unless expressly stated otherwise.

Delivery may be affected by:

Severe weather
Carrier delays
Public holidays
Peak shipping periods
Transportation disruptions
Incorrect or incomplete addresses
Remote delivery locations
Battery or hazardous-material transportation restrictions
Events outside our reasonable control

Shipping Costs

Shipping fees are calculated during checkout based on factors that may include:

Delivery destination
Package size and weight
Product type
Battery classification
Selected shipping service
Signature requirements
Special packaging requirements

Applicable sales taxes will be shown separately during checkout where required.

Free Shipping

Free standard shipping is available for eligible orders totaling $99.00 or more.

The order subtotal must remain at least $99.00 after discounts, coupons, promotional credits, and other reductions have been applied.

Free shipping:

Applies only to eligible delivery addresses and products
Applies only to standard shipping
Does not include expedited delivery
May not apply to oversized, unusually heavy, or specially regulated products
May not cover additional signature, insurance, or special-handling charges

Any exclusions or additional charges will be displayed before the order is completed.

Split Shipments

Orders containing multiple products may be shipped in separate packages.

This may occur when:

Products are stored at different fulfillment locations
Items have different packaging requirements
Battery-powered products require a different shipping method
One product is ready to ship before another
Package size or weight requires separate shipments

When an order is divided into multiple shipments, separate tracking information may be provided for each package. You will not be charged additional standard shipping fees solely because we divide an order into multiple packages.

Preorders and Backordered Products

Products identified as preorders or backorders may have processing and shipping timeframes different from regularly stocked products.

The estimated availability or shipping date will normally be displayed on the product page, during checkout, or in the order confirmation.

If an order contains both in-stock and preorder or backordered products, we may:

Hold the order until all products are available; or
Ship available products separately

If the expected shipping date changes materially, we will contact you and provide available options, which may include accepting the delay or canceling the affected product for a refund.

Order Tracking

Once your order has shipped, we will send a shipping confirmation email containing tracking information when tracking is available.

Tracking information may take 24–48 hours to update after the carrier receives the package.

Some shipping services may provide limited tracking information. We are not responsible for delays in carrier tracking systems.

Address Accuracy

Customers are responsible for providing a complete and accurate delivery address.

Please verify the following before submitting your order:

Recipient name
Street address
Apartment, suite, or unit number
City and state
ZIP code
Email address
Phone number, where required

We are not responsible for delays, failed deliveries, or additional shipping costs caused by incorrect or incomplete information submitted by the customer.

Address Changes and Order Cancellations

Please contact us as soon as possible if you need to change your shipping address or cancel an order.

We cannot guarantee that an address can be changed or an order canceled after processing has begun.

Once an order has been transferred to the carrier, we may be unable to redirect or cancel the shipment. Carrier address-correction or package-intercept fees may apply where those services are available.

For security reasons, we may require additional verification before approving an address change.

Undeliverable and Returned Packages

A package may be returned to us because of:

An incorrect or incomplete address
An unavailable recipient
Repeated unsuccessful delivery attempts
Refusal of delivery
Failure to collect the package
Carrier access restrictions

If a package is returned to us, we may contact you to arrange reshipment or a refund.

Original shipping charges and any carrier return fees may be deducted from the refund when the return was caused by an incorrect address, refused delivery, or failure to collect the package, except where prohibited by law.

Additional shipping fees may apply if you request reshipment.

Signature Requirements

A signature may be required for certain orders, including orders involving:

High-value products
Security-related smart home devices
Large or fragile products
Products requiring delivery confirmation
Locations with a higher risk of delivery loss

The requirement for a signature may be determined by us or the carrier. Customers are responsible for ensuring that an authorized person is available to accept the delivery.

Packages Marked as Delivered

If tracking shows that a package was delivered but you cannot locate it, please:

Check around the delivery location.
Ask household members, neighbors, reception staff, or building management.
Check for a carrier delivery notice.
Allow up to 24 hours in case the carrier updated tracking before completing delivery.
Contact the carrier using the tracking number.

If the package remains missing, contact us at info@loofaelabs.com with your order number and tracking information. We will assist with reviewing the delivery where reasonably possible.

A carrier investigation may be required before a replacement or refund can be approved.

Lost or Significantly Delayed Packages

If your package appears lost or significantly delayed, please contact us and provide:

Your order number
Tracking number
Delivery address
A description of the issue

We may contact the carrier or request that the carrier open an investigation.

Depending on the investigation outcome and applicable policies, we may provide a replacement, refund, store credit, or another appropriate resolution.

Damaged Packages or Products

Please inspect your order promptly after delivery.

If the package or product arrives damaged, contact us as soon as possible and provide:

Your order number
Clear photographs of the outer package
Clear photographs of the shipping label
Clear photographs of the internal packaging
Clear photographs or video of the damaged product
A description of the damage or malfunction

Please retain the product, accessories, original packaging, and shipping materials until we complete our review. These materials may be required for a carrier claim or product inspection.

After reviewing the information, we may offer a replacement, replacement component, partial refund, full refund, or another appropriate solution under our Refund & Return Policy.

Damaged Battery-Powered Products

If a battery-powered product arrives swollen, leaking, unusually hot, punctured, crushed, or otherwise damaged:

Stop using the product immediately.
Do not charge or connect the product to power.
Keep the product away from heat, flames, water, children, and combustible materials.
Contact us for further instructions.
Do not return the product through ordinary mail without receiving return instructions from us.

Special handling or disposal procedures may be required for damaged batteries.

Smart Home Product Compatibility

Customers are responsible for reviewing the product description and compatibility information before placing an order.

Smart home product operation may depend on factors including:

Wi-Fi frequency
Bluetooth support
Mobile device operating system
Required mobile applications
Smart home platforms
Electrical voltage
Wiring configuration
Hub or gateway requirements
Internet access
Regional service availability

A shipping delay or delivery issue is separate from product compatibility. Products ordered in error or found to be incompatible after delivery will be handled according to our Refund & Return Policy.

Installation and Setup

Unless expressly stated on the product page, delivery does not include installation, wiring, mounting, configuration, or technical setup.

Certain products, including wired switches, outlets, locks, cameras, thermostats, or other electrical devices, may require installation by a qualified professional.

Customers are responsible for following the product instructions, safety warnings, electrical requirements, building rules, and applicable local regulations.

Shipping personnel and delivery carriers are not authorized to install or configure products.

Delivery Inspection

Before installing or activating a product, please confirm that:

The correct product was delivered.
The package and device are not visibly damaged.
All required accessories and components are included.
The product specifications are compatible with the intended installation.
The product has not been exposed to water, severe impact, or other damage.

Installing or using a visibly damaged product may affect the available resolution and could create a safety risk.

Refused Deliveries

If you refuse a delivery without prior authorization from us, the package may be returned to our facility.

Refunds for refused packages will be reviewed after the returned product has been received and inspected.

Original shipping fees, return shipping fees, carrier charges, and handling costs may be deducted from the refund where permitted by law, unless the refusal resulted from our error or the product arrived visibly damaged.

Risk of Loss

Unless otherwise required by applicable law, the risk of loss or damage transfers to the customer after the package has been successfully delivered to the address provided during checkout.

We will make reasonable efforts to assist with carrier-related loss, damage, or delivery disputes in accordance with this Shipping Policy and our Refund & Return Policy.

Events Outside Our Control

We are not responsible for shipping delays caused by events outside our reasonable control, including:

Severe weather or natural disasters
Carrier service interruptions
Transportation or infrastructure disruptions
Government actions or regulatory restrictions
Labor disputes
Public health emergencies
Power or telecommunications failures
Other force majeure events

Where practical, we will provide available updates and assist with reasonable delivery solutions.

Relationship to Other Policies

Returns, exchanges, refunds, warranties, and defective-product claims are governed by our Refund & Return Policy and any applicable product warranty terms.

If there is a conflict between this Shipping Policy and rights provided under applicable law, applicable law will control.

Changes to This Shipping Policy

We may update this Shipping Policy from time to time to reflect changes in our operations, shipping services, product offerings, or legal requirements.

The latest version will be posted on our website with a revised “Last Updated” date.

Changes will generally apply to orders placed on or after the updated effective date.

Contact Information

For questions regarding shipping, delivery, tracking, or damaged packages, please contact us:

Loofae Innovation Inc – Shipping Support
Email: support@loofae.com
Phone: +1 (213)493-8202
Address: 5900 Balcones Drive, Suite 100, Austin, TX 78731, United States