Is your packaging discreet?
Very much so. Discreet to the point of totally boring. Your package will arrive in a USPS box with a very non-descript return address label marked “Shipping Department”.
How much do you charge for shipping?
We charge $5.50 for the first item and $1.75 for each additional item. International Airmail is $38 extra.
What countries do you ship to?
Basically we ship to the United States, Canada, and most of Western Europe. We will NOT ship to the Middle East, South Asia, Africa, South America or Eastern Europe. You, the customer, are responsible for any duties or taxes that are due when the package arrives.
How do you ship your orders?
USPS for orders inside the continental United States and US Airmail for international orders.
How long will it take for my new treasures to reach me?
You should allow 1 to 2 weeks. International orders could take several weeks to get to you. We wish it were different… If a reasonable amount of time has passed and you still haven’t received your order please contact us using the form on the contact page and we will check into it.
What if I was sent the wrong stuff?
If you see something in the package that doesn’t belong there, please don’t open that items packaging. Go to http://www.cnv.com/ and enter the Customer Reference number on your packing slip. There you will recieve instructions for exchanging it for the correct item. If you need any assistance at all with the return process send us an email at customerservice@lowpony.com and we will jump through hoops and do cartwheels for you to help you through it and make it right. Include your original order number and tell us who you are, then tell us what is missing and what you were sent in its place. Of course, all of this is much easier to track and fix if you have an account with us.
What if the darn thing is broke?
We go to great lengths to sell only quality products, but occasionally even the best manufacturers let a bad one slip out the door. Please test your products as soon as you get them. Keep the manufacturers packaging until you know all the products you ordered function properly. We cannot take a product back without the original packaging. And because of the nature of most of our products and obvious health reasons, time is of the essence when it comes to returns. After 2 weeks of the delivery date all sales have to be considered final and no returns can be accepted, so please check your order when it arrives.
Having said all that and assuming you haven't thrown the packaging away, follow the same instructions for exchanges listed above. After going to http://www.cnv.com/ and entering your Customer Reference number from the packing slip you'll see instructions for returning/exchanging/refunding a product. And as stated above, if you need any help with this process email us at customerservice@lowpony.com and we will do our best to make things right. In any emails be sure to include as much information as possible about your original order and account information so we can help you straighten everything out. We know returns are aggravating for you, they're aggravating for us, they're just a pain in the butt all the way around. Just bear with us and we'll make sure everybody is a happy camper when all is said and done.
