Orders
Track an order
Enter the order number and the email you ordered with to see where your order is now. Below is what each stage means.
Look up an order
The order number is on your confirmation and starts with LO-. Enter it with the email you ordered with and we will take you straight to the order.
What each stage means
Your order moves through these stages in this order. A card is held, not charged, until the supplier confirms the piece. An order that is not paid expires, and you can reopen it from the order page.
- Awaiting payment
- We have your order and are waiting for the money: a card or pay-later payment you have not finished, or an e-Transfer that has not arrived. The pieces are reserved while we wait.
- Card hold — not charged
- Your card is held, not charged. A person checks the address, your access details and the piece’s availability with the supplier, and your card is charged once the supplier confirms it. If anything looks wrong, we email you and release the hold.
- Paid
- The money is in. We are ordering your piece from the supplier.
- Being prepared
- The supplier has your order and is preparing it. Made-to-order pieces take longer than pieces in stock.
- Shipped
- The piece is with the carrier. Parcels come with a tracking number, shown on your order; larger pieces travel by freight, and the carrier arranges the delivery with you.
- Delivered
- The piece has been delivered. You have 7 days from today to tell us about any damage, and 7 days to start a return.
- Payment expired
- The payment was not finished in time (a card or pay-later checkout lasts about a day, an e-Transfer 3 days), so the order was released and nothing was charged. Open the order and press Finish paying to reopen it, as long as the piece is still available.
- Payment did not go through
- Your bank or pay-later provider did not accept the payment, and nothing was charged. Open the order and press Finish paying to try again.
- Cancelled
- The order was stopped. Any card hold is released and the piece goes back to stock. A cancelled order is not reopened; place a new one.
Changing or cancelling an order
You can cancel free of charge within 24 hours of placing your order, as long as it has not been dispatched: email hello@loftyn.ca with your order number. After that, a piece that has not been dispatched can still be cancelled, but the card processing fee and a 20% restocking fee apply.
To change the delivery address before your order is dispatched, email us with your order number.
Service levels, costs and lead times are on the delivery page.