Why can’t I check out with my address?

If you're unable to complete checkout, it likely means your address is outside our designated local delivery radius. Check the map at the top of our website for details. Additionally, we do not offer shipping, so purchases are only available to Minnesota residents within our delivery area.

When will my order arrive?

On the morning of your scheduled delivery date, we’ll send an email to confirm your order is ready. Once our drivers are on their way, you’ll receive another email with a live ETA to know exactly when to expect your package.

Do I need to be home to receive my order?

Yes, someone aged 21 or older must be present to sign for the delivery and show a valid ID. If no one is available, or if ID requirements aren’t met, the driver will return the package to us.

I didn’t get to select a delivery date for my order. What should I do?

If you weren’t prompted to select a delivery date, please contact us at support@theloonmn.com. Alternatively, we will reach out via email to confirm a date.

Can I change the delivery date or cancel my order after placing it?

You may change the delivery date before fulfillment. However, once the delivery process has started, adjustments are no longer possible. For date changes, contact support@theloonmn.com.

Why does my order say “delivered” even though I haven’t received it?

If you’re using the ShopApp, your order will state it is delivered once it’s fulfilled at our warehouse, but it won’t reach you until your selected delivery date.

Expect an ETA email the morning of delivery, and remember that all orders require a signature and ID upon arrival.

I missed my delivery. Can I reschedule it?

If you miss your delivery, we’ll issue a refund for the order amount so you can reschedule for a more convenient date. Please note the $10 delivery fee is non-refundable.

If you used a discount code, reach out to support@theloonmn.com, and we’ll provide you with a new code.

Can you deliver my package at a specific time?

Unfortunately, we cannot accommodate specific delivery times. Our drivers follow predetermined routes to ensure timely deliveries for all customers.

Returns and Refunds

All sales are final; we do not accept returns on any products, whether used or unused. For defective items purchased directly from our website, you may request a refund within 30 days for disposables and 90 days for refillable devices. Inquiries outside of these timeframes will not be accepted.

For purchases made through a third-party retailer (not on our website), please contact the store directly, as we cannot process returns or refunds for items purchased from external retailers.

Missed Deliveries

If a delivery attempt is missed, we are unable to reschedule. We will refund the cost of the order, but please note that the delivery fee is non-refundable.

Missing or Incorrect Items

We aim for complete accuracy with every order, but mistakes can happen. If you receive incorrect items, please contact us with a photo of the received items, and we’ll resolve the issue promptly. Incorrect items must be returned in unused and unopened condition. Opened or used items will not be eligible for replacement, except for the unopened items.

Discount Codes

Discount codes are valid for one-time use only. If you forget to apply a discount code during checkout, please contact us as soon as possible. Unfortunately, we cannot apply the code retroactively once an order has been placed; in this case, your order will need to be canceled, and you’ll need to place a new order using the discount code. Please note that only one discount code can be applied per order.