Built-to-order workshop policies
All LVX products are built to order. Production, shipping, order changes, returns, and support are outlined below.
Questions? Contact us before or after ordering.
All LVX products are built to order. Estimated production times are shown on each product page and combined in the cart to provide a projected ship-by date for the full order.
Large orders may require additional production time. If timing is important, submit a rush request before ordering, and we will provide a quote based on the order and current workshop capacity.
All items in an order ship together when the entirety of the order is complete. Orders may be packed in more than one box when needed and are shipped at the same time.
If you need impact and wearable products shipped separately, place them as separate orders or send us a message.
If you need an order by a specific date, submit a rush quote request before ordering.
Rush availability is based on the products selected, the requested date, and our current production schedule. If the request can be accommodated, we will respond by email with the available options and any additional cost.
Contact us as soon as possible if you need to change an order.
Changes may be possible before production begins. Once work is underway, available changes will depend on the product and the stage of production.
Orders may be canceled within 24 hours of purchase for a full refund.
After 24 hours, cancellation availability depends on the stage of production. Contact us as soon as possible, and we will review the order individually.
Due to the intimate and custom nature of our work, returns are evaluated on a case-by-case basis.
Returns are accepted in the event of our error. Please contact us within 7 days of delivery.
For any other issue, contact us so we can discuss the available options and find the best resolution.
Most return issues can be avoided by asking questions before ordering and by providing custom sizing for wearables.
Contact us anytime.
Please contact us if your order arrives damaged or is lost in transit. Include your order number, tracking information, and any relevant photos so we can review the situation.
Route Package Protection is available at checkout and covers eligible loss, theft, and shipping damage. Its primary benefit is a simple claims process that allows damaged or missing orders to be resolved more quickly than a standard carrier claim. We recommend adding Route protection, particularly for orders over $100.
Orders without Route protection are reviewed individually. Carrier coverage is often limited and requires a longer claims process, so the available resolution will depend on the shipment details and the carrier’s determination.
Our products are built for long-term use, but normal wear, accidental damage, improper storage, or use beyond the intended function are not considered defects.
Many LVX products can be repaired or refurbished. Contact us with your order number, a description of the issue, and clear photos so we can evaluate the piece and recommend the best available option.