FREQUENTLY ASKED QUESTIONS
ORDER PLACEMENT & PROCESSING:
You are out of stock on an item I want, when will you restock?
Great question! Restocks will vary by item. If an item is sold out, there's a snazzy button on the product page that says 'Email When Available' ~ give that a click & enter your info to be notified the minute that item is back in stock! So perfect, right?
Often, restocking an item is based on demand. We keep an eye on how many of you sign up for those 'Email When Available' alerts, so if you really want a sold-out item, be sure to click that button! We try our best to restock all the pieces that you love most!
I need to cancel my order.
No problem! Cancellations made within 48 hours of purchase date will receive a 100% refund returned to the payment method on file. Cancellations made after 48 hours of purchase date will receive a 100% refund in the form of shop credit. Please contact Lively Ghosts Support to let us know that you wish to cancel your order.
Can I track or check the status of an order? Of Course! You will receive several email communications related to the status of your order once it has been placed. An email will be sent confirming your order has been received and is being processed by Lively Ghosts. You will also receive an email as soon as your order has shipped, which will include tracking information. If you add Route Shipping Protection to your order, you will also receive emails from them regarding your order confirmation & shipping details.
How can I verify that the order I placed online went through? Check your email! You will receive an automatically generated email that acknowledges that your order has been received. It may also end up in your spam, so be sure to check there. If you still do not receive an email, please Lively Ghosts Support.
Do you ship internationally?
We do! We ship to just about every country in the world. Additionally, Lively Ghosts products are carried in stores across the globe. Check out our Stockist Page to see if there is a retailer near you.
AUSTRALIA & NEW ZEALAND SHIPPING UPDATE:
Starting September 3, the United States Postal Service will temporarily stop accepting packages shipped to Australia/NZ via some shipping services because of disruptions caused by the COVID-19 pandemic. You should not select the basic shipping plan (USPS) at checkout, as your order will not ship out until this restriction has lifted. As an alternative, you can choose 'expedited' which will select a premium shipping carrier for your shipment (Fedex, UPS, DHL, etc). These premium shipping carriers are still able to deliver packages into Australia/NZ. These restrictions from the USPS will be in effect until further notice and we’ll share updates as we have them. Again, this is out of our control and USPS has suspended all USA shipping labels to Australia/NZ until further notice.
If you have already placed an order with us to ship to Australia, please contact Lively Ghosts Support to either request an upgrade to premium shipping, to hold onto your package until the restrictions lift, or to receive a refund in the form of shop credit to re-purchase your items at a later time.
How much does it cost to ship to me?
Price varies based on your exact address. In check out, enter your SHIP TO Zip Code, State and Country in the Shipping Calculator at the bottom of the Check Out page. Make sure to select your shipping method in the drop down box. The shipping amount will display under your subtotal a the top of the page.
I'm an international customer. Can the cost of my order be lowered to avoid customs fees?
We cannot lower the dollar amount on international orders in order to avoid custom fees. We do not cover, nor are we responsible for, customs fees placed on international orders.
Can I change the shipping address on my order? Yes, as long as your order hasn't shipped yet. If you need to change the ship-to address on an order, you may contact Lively Ghosts Support to request the change. We are here to help!
When will my order ship?
Current processing times will always be displayed at the top of our website in the header bar. Average processing times are 3-10 business days, though they can be a bit longer during Autumn & Winter due to high volume of orders.
If your order includes a PRE-ORDER item, please refer to the product listing for shipping timeframes in the description. Orders including pre-order items will ship together.
PRE-ORDER KEY TIMES:
Haunted Hallows Mug: Pre-orders will begin to ship in late November. Please keep an eye out for your shipping confirmation email, it will be sent as soon as your order is shipped out.
Lively Ghosts Beanies (Orange, Black & Grey): Orders will begin shipping in late November/early December.
When will my pre-order ship?
If a product is on pre-order, that means it is in the process of being made! Estimated ship out dates are provided on the product’s page, in the description. You will be notified if there is any delay in the production process. Please note that we ship your entire order in ONE shipment, including items are already in stock. If you do not wish to wait until pre-order production is finished, please order in-stock items separately from the pre-order products.
How long until I receive my order?
We ship out of Los Angeles, CA. On average, shipping takes 2-7 days depending on your location. International orders typically take about 1 week - 1 month.
My tracking hasn’t updated.
We can only imagine how excited you must be for your Ghostie Mail, we promise it's worth the wait!
Our shipping carriers (ie: USPS, UPS) come to pick up from our shipping facilities about once or twice a week, so usually tracking does take a few days to update after the label has been printed as we await their pickup. Additionally, we ship out hundreds and sometimes thousands of packages at a time, so sometimes it can take those shipping carriers a week or so to get everything scanned in. Rest assured, we’re hopeful that your tracking will update soon! If another week or so goes by, please contact Lively Ghosts Support and we will check with the shipping carriers directly about the whereabouts of your package.
My package says delivered but it isn’t here.
This is oddly a super common thing with shipping carriers this year. In every case where a customer has had the same issue - it always shows up within the next few days. We have no idea why, but 100% of the time it shows up! So strange, right?!
For all orders, we always recommend going the safe route and adding Route Shipping Protection to your order. This is automatically applied at checkout, and it’s usually under $1. In these cases, you can totally reach out to Route with this information, and they should be able to either track down your package, or offer you either a refund or replacement item. As long as you add Route Shipping Protection, you’re totally covered.
ORDER PROBLEMS (AFTER RECEIVED)
I have received my product but an items is missing/incorrect? We do everything possible to get you exactly what you want, but we are human. In the event that a mistake is made or an item is missing, we will take care of the issue right away. Please contact Lively Ghosts Support. We are here to help!
Question not answered above? Contact Lively Ghosts Support and we’ll be happy to help!