Frequently Asked Questions

1. General questions

What is the status of my order?
Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).

Additionally, you can track the status of your order from your shipping confirmation email or on our Track Your Package page on our website.


Can I change my order?
We can change orders that have not been processed for shipping yet.

To make changes to your order, please reach out to our support team directly through our Contact Us page.


2. Shipping

Where do you ship?
We currently ship in the United States, Canada, Australia, Latin America, Europe, most Asian and African countries, and the Middle East.


Where do packages ship from?

Lift Down ships it’s beanies directly from our partner manufacturer located in Beijing, China.

Why do you ship directly from the manufacturer?

This allows us to save on inventory and warehouses costs and to save our cost savings with you.

How long does it take to ship my order?
Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.

Standard shipping time for the countries covered by our delivery partners are presented below. You can find them when choosing for a delivery method before confirming your order:

- USA & Canada: 2-4 weeks
- Europe: 2-3 weeks
- Australia: 2-3 weeks
- Europe: 2-3 weeks
- Africa: 4-5 weeks
- Middle East: 4-5 weeks
- Asia: 4-5 weeks

Please note during the current trade war between the US & China. Some of Lift Down packages are being held for extra customs clearance at the US border. What does this mean? Your package will still be delivered but may experience delays up to 3-5 business days. If you have any concerns or questions, please contact us directly.

My package has not arrived, can I get a refund?

Sometimes due to unforeseen events, packages may be lost, misplaced, or mishandled. Lift Down grants refunds (no questions asked) on orders that have no been delivered within 45 days of shipping.

If your package has been in-transit for 45 days, please reach out to directly through our Contact Us page for an immediate refund.


3. Payments

What payment methods do you accept?
You can purchase on our website using a debit or credit card.

We additionally offer support for PayPal, Amazon Pay, Apple Pay, and Google Pay. You can choose these payment methods at checkout.

Which currency is display on the website? All of our product prices are display in USD by default.

Which currency will I be charged in?

We support all internationally recognized currencies. You will be charged in your local currency at standard exchange rates.


3. Refunds 

Do you accept returns?
We do accept returns if the return or exchange request is made within 28 days of delivery.

To submit a return, please contact our support team on our Contact Us page.


Can I exchange an item?

We do accept exchanges and they follow the same conditions as returns

In order to ask for an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support.

Are returns free?

Yes, returns are free. Feel free to contact our support agents through our Contact Us page for more details.

Returns are confirmed once approved by the support team.

Once your return is accepted, the reimbursement, exchange or credit will be issued within 1-3 business days of our accepting your return.