FAQ

Last Updated: July 3, 2026

Welcome to the Loyalice FAQ page. Here you can find answers to common questions about orders, shipping, returns, payments, products, and customer support.

Orders

1. How do I place an order?

You can place an order directly through our website by selecting the product you want, adding it to your cart, and completing checkout with your shipping and payment information.

After your order is submitted, you will receive an order confirmation email with your order details.

2. Can I change or cancel my order after placing it?

If you need to change or cancel an order, please contact us as soon as possible at support@loyalice.com.

We will do our best to help before the order is processed or shipped. Once an order has been packed or shipped, changes or cancellations may no longer be possible. In that case, the order may need to be handled under our Return Policy.

3. Why was my order canceled?

An order may be canceled due to product unavailability, payment issues, address restrictions, suspected fraud, pricing or listing errors, or other fulfillment-related reasons.

If your order is canceled after payment has been processed, we will issue a refund to the original payment method.

4. Will I receive an order confirmation?

Yes. After placing an order, you should receive an order confirmation email. Please check your inbox, spam, or promotions folder if you do not see it.

If you still cannot find your confirmation email, contact us at support@loyalice.com.

Shipping & Delivery

5. Where do you ship?

We currently ship within the United States. Certain remote areas, PO Boxes, APO/FPO addresses, Alaska, Hawaii, U.S. territories, or international destinations may be unavailable or may require additional shipping arrangements.

6. How long does order processing take?

Most orders are processed within 1–3 business days after payment is confirmed. Business days are Monday through Friday, excluding weekends and public holidays.

7. How long does delivery take?

Delivery time depends on the product, destination, warehouse location, and carrier service.

General estimates are:

• Small parcel delivery: approximately 3–10 business days after shipment

• Oversized or freight delivery: approximately 5–15 business days after shipment

Delivery dates are estimates and are not guaranteed unless expressly stated in writing.

8. How can I track my order?

Once your order ships, we will provide tracking information when available. Tracking updates may take 24–48 hours to appear after the carrier receives the package.

If you need help checking your shipment status, please contact us at support@loyalice.com.

9. Why did my order arrive in multiple packages?

Some orders may ship in separate packages because items may come from different warehouses or require different shipping methods. You may receive more than one tracking number for the same order.

10. Do you offer freight delivery for large items?

Yes. Large, heavy, or oversized items may be shipped by freight carrier. Freight delivery may require a delivery appointment and is typically curbside delivery unless otherwise specified.

Inside delivery, unpacking, assembly, and packaging removal are usually not included.

11. What should I do if my package is delayed?

Carrier delays may happen due to weather, holidays, high shipping volume, address issues, or other circumstances outside our control.

If your tracking information has not updated for several business days, please contact us and we will help check the shipment status.

Returns & Refunds

12. What is your return policy?

We accept eligible returns within 30 days of delivery. Items must be in new, unused, and resalable condition, with all parts, accessories, manuals, hardware, and original packaging whenever possible.

Please contact us before sending any item back.

13. How do I start a return?

To start a return, email support@loyalice.com with your order number, the item you want to return, and the reason for return.

We may ask for photos of the product and packaging before authorizing the return.

14. Who pays for return shipping?

Unless the return is caused by our error, a defective item, a damaged item, or an incorrect item received, customers are responsible for return shipping costs.

For oversized or freight items, return shipping costs may be higher than standard parcel shipping.

15. How long does it take to receive a refund?

After we receive and inspect your returned item, approved refunds will be issued to the original payment method.

Please allow 5–10 business days for refund processing after approval. Your bank or payment provider may need additional time to post the refund.

16. Can I exchange an item?

Exchanges are subject to product availability. Please contact us at support@loyalice.com if you would like to exchange an item.

In some cases, the fastest option may be to return the original item and place a new order.

Damaged, Defective, or Missing Items

17. What should I do if my item arrives damaged?

Please inspect your order as soon as it arrives. If your item is damaged, contact us within 7 days of delivery at support@loyalice.com.

Please include your order number, photos of the damaged item, photos of the packaging, and a brief description of the issue.

18. What if parts or hardware are missing?

If parts, hardware, or accessories are missing, please contact us at support@loyalice.com with your order number and photos of what you received.

We will review the issue and may provide replacement parts, repair support, or another appropriate solution.

19. What should I do if I received the wrong item?

If you received an incorrect item, please contact us within 7 days of delivery. Include your order number, photos of the item received, photos of the packaging, and a description of the issue.

We will review the case and help arrange a suitable solution.

Products & Assembly

20. Are product colors exactly the same as shown on the website?

We make reasonable efforts to display product colors accurately. However, colors may appear slightly different due to lighting, photography, screen settings, and production variations.

21. Are product dimensions exact?

Product dimensions are provided as accurately as possible, but minor measurement differences may occur due to manual measurement methods, product design updates, or manufacturing tolerances.

22. Do your products require assembly?

Some products may require assembly. If assembly is required, instructions and necessary hardware are typically included in the package.

Please review the product page for specific assembly information.

23. What should I do if I need help with assembly?

If you have trouble assembling a product, please contact us at support@loyalice.com. Include your order number, product name, and photos or a description of the issue so we can better assist you.

Payment & Promotions

24. What payment methods do you accept?

Available payment methods will be shown at checkout. Payment must be successfully authorized before an order can be processed.

25. Why was my payment declined?

Payments may be declined due to incorrect card information, insufficient funds, bank security checks, billing address mismatch, or other payment provider restrictions.

Please confirm your payment details or contact your bank/payment provider for more information.

26. Can I use more than one discount code?

Discount codes and promotional offers may be subject to restrictions. Unless clearly stated, promotions may not be combined.

27. What if I forgot to apply a discount code?

Please contact us as soon as possible. We cannot guarantee that discounts can be applied after an order has been placed, but we will review your request when possible.

Account & Customer Support

28. Do I need an account to place an order?

An account may not always be required to place an order. However, creating an account may help you view order history, save information, and manage future purchases more easily.

29. How do I contact customer support?

You can contact us by email or phone:

Potato Creation Co.
765 RUSSEL AVE
MONTEREY PARK, CA 91755, US
Tel: +1 626 781-7858
Email: support@loyalice.com

30. What information should I include when contacting support?

To help us assist you faster, please include:

• Your order number

• The product name or SKU, if available

• A clear description of your question or issue

• Photos or videos, if related to damage, defects, missing parts, or assembly issues

We will review your message and respond as soon as possible.