Frequently Asked Questions
Your order will be processed and shipped via USPS shipping within 1-3 business days, provided the items are in stock and there are no issues with payment verification or US Postal Service shipping addresses. If you don't receive any email updates for your order, please be sure to check your email address was entered correctly and check your spam email inboxes for any messages from us.
Do you ship to Canada or internationally?
Yes. We ship internationally via US Postal Service First Class International Service- see our "Shipping and Returns" page for more details.
Please be sure your shipping address is entered correctly to avoid delays. Undeliverable packages returned to us will require additional charges before we re-ship your order, or will be canceled. Shipping charges are non-refundable. Please email us at help@lcny.com for additional details.
USPS shipping is currently FREE for all domestic USA orders.
USPS International Shipping charges depend on the weight and dimensions of your order. The charge will be calculated when you check out. Please note we are not responsible for any Customs delays or additional Customs fees that may be required. Shipping charges are non-refundable.
If you place multiple orders within 48 hours to the same shipping address, the system may consolidate your orders together into one shipment.
Please call 1-888-452-2372 with your order numbers AND email orders@Lcny.com ASAP if you require orders with the same shipping address to be shipped separately.
We currently do not provide free return shipping.
Can I make changes to my order?
You may request a change to your order, provided your order has not already been charged and shipped. Please call during business hours 1-888-452-2372 (9:00 am to 5:00 pm EST) and have your order number ready. Please refrain from requesting a change to your order via email as we may not receive it in time.
Can I cancel my order?
You may request to cancel your order, provided your order has not already been processed and shipped. Please call during business hours 1-888-452-2372 (9:00 am to 5:00 pm EST) and have your order number ready. Please refrain from requests to cancel your order via email as we may not receive it in time before shipments are picked up by the carrier.
If your account has been charged, but the order has not been processed - you will receive a refund notification email within 1- 3 business days. Funds may take up to 14 days to fully process back to your account per your method of payment's bank agreements.
What happens if the item I ordered is out-of-stock?
Occasionally, high demand or system delays cause us to run out of certain items. If we unfortunately do not have an item that you've ordered in stock, we will email you and refund you for the item. In special cases where we don't charge your credit card until we ship your order, charges for out-of-stock items do not appear on your bill. We are unable to accept back orders through shoplacera.com at this time. We apologize for any inconvenience.
What carrier do you recommend for return shipping?
USPS, FedEx, UPS all have tracking information so you know if the return was delivered - just be sure to save your receipt, as La Cera is not responsible for lost packages.
Please see our "Shipping and Returns"section at the bottom of the home page for complete details on how to obtain a Return Merchandise Authorization (RMA) for items ordered via our website. Items received at our warehouse without prior authorization will not be processed.
La Cera is unable to process items that are not purchased from our website directly without proof of purchase. Please contact the customer service departments from the original purchase website or location for items purchased elsewhere.
What do I do if my item arrives damaged?
Please email us at help@Lcny.com (with a photo if possible) within 10 days of delivery date and we will be more than happy to assist you with an expedited exchange or refund if we are out of stock.
For orders not purchased directly on our site, please refer to the place of purchase for their return/exchange policies.
Where is my order confirmation?
Please be sure to check your spam folder if you have not received an order confirmation email and that you entered your correct email address. We will keep you informed about your order via email and you will receive a tracking number once your order has generated a shipping label. If you need additional assistance, you can email us at help@Lcny.com
Please be sure to add our emails (orders@Lcny.com, help@Lcny.com) to your contact lists to confirm you're getting communications from us.
Where is my order?
La Cera currently ships via USPS. Please be sure your shipping address is a valid, deliverable US Postal Service address with any applicable Box numbers included. If we're unable to verify your shipping address, your shipment may be canceled within 7-10 days. Please be sure to check your spam folder for emails.
Once your order has a shipping label created, you will receive an email with tracking information. Due to the current COVID-19 pandemic, natural disasters, inclement weather, and high volume shipping times it's possible your shipment may be delayed. Currently most guaranteed delivery dates have been suspended by carriers. If your shipment is still in transit for several days with no movement, please contact the carrier directly with your tracking number for updates. They will have more up to date information regarding any local service alerts or impacts. If the carrier has deemed your package lost or misdelivered after 15 days, please contact us within 30 days of your ship date. We won't have more information for you unless the carrier updates your package status.
How can I use my store credit or promo code?
There will be an option to enter your discount or store credit code during the checkout process to apply it to your order. Please note promotions and coupon codes cannot be combined.
How do I return a gift I received from your website?
Please contact us with the buyer's name/email and we will let you know the address to ship it back to. Please note if you are returning the items they will be credited to buyer. If you would like store credit instead, please make a note of it with your contact and email information on your return.
If your gift was not purchased from our website directly, please refer to the return instructions/policies on your gift receipt or for the respective website or place of purchase.
I forgot my password, what should I do?
Please reset the password using the link or email us at help@Lcny.com and we can reset it for you. Please confirm you have created an account with your same email address or there will not be a password to reset. In this instance, please create a new account.
I received an error message when I entered my shipping and billing addresses, what should I do?
If you are receiving an error message, there may be a problem with your credit card information, billing address, or shipping address. The billing address should match exactly what your credit card company has on file. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses (this often solves the issue as some abbreviations may be deemed invalid by USPS).
Do you charge restocking fees on returns?
The customer agrees that all returned products will be 100% complete, in resalable condition, and will include the original packaging material and tags attached to avoid restocking fees. A 10% restocking fee may be applied to refunds for items not returned in resalable condition- Ex. clearly worn, stained, damaged, heavily odored, tags removed/missing etc.
Additionally, returns that were opened and "returned to sender" without prior notification or shipped with invalid USPS shipping information entered on the order may not be refunded, or may have an additional return shipping fee deducted if your order is received back to us.
Please always be sure to confirm your shipping address is a valid, deliverable USPS mailing address and no information is missing. At our discretion, we may choose to process a one-time waiver for unauthorized returns. A restocking fee may be applied in this instance.
What methods of payment do you accept?
All major credit cards and PayPal
