Is your website secure?
Yes! Our website is hosted on Shopify which is certified Level 1 PCI DSS compliant. This means you can be sure that your personal and credit card information is safe.
Where do products ship from?
All products sold on this website ship from our warehouse in Toronto, Ontario, in Canada.
Do you have a physical store? Where else can I buy Lauren & Johnny™ products?
Lauren & Johnny™ products can only be purchased online via this website. To find out about new releases and promotions, make sure to follow us on instagram (@laurenandjohnnystore)
Do you ship internationally?
At the moment we only ship to Canada and continental US and Hawaii.
Who is responsible for customs or duty fees?
Cross-border shipments may incur customs and/or brokerage fees. These charges (if applicable) are the sole responsibility of the purchaser and will under no circumstances be incurred by us. Likewise any customs or brokerage fees applied to international returns will be the responsibility of the returner.
Where are your products made?
Items are made in Canada and China. Country of origin is indicated in the product page for each item. All products ship from our warehouse in Ontario, Canada.
What methods of payment do you accept?
We accept credit and debit cards, Apple Pay and Google Pay only.
Canada – Visa, Mastercard, American Express
USA – Visa, Mastercard, American Express
How do I reach customer service?
In order to contact our customer service team, please complete the form located here and an agent will get back to you as soon as possible.
Can I change my shipping address after my order has been placed?
No, we cannot change the shipping address once the order has been submitted. Please ensure your shipping address is correct at the time of Checkout. We are not responsible for any packages shipped to an incorrect address.
I noticed my details are incorrect on my order summary. How can I change them?
There is no way to edit information once your order is submitted. If you have noticed an error in your order details, please contact us immediately using this form here and we will do our best to assist you.
When will I be charged for my order?
Your payment will be processed as soon as your order is successfully submitted.
How can I track my order?
Once you successfully place an order, you will receive a shipping confirmation email. This email will contain your order’s tracking number and a link so you can track order status online.
Can I cancel or change my order once it has been placed?
No, once an order has been placed we are unable to alter or cancel the order. We start processing orders soon after they are placed to ensure quick and timely arrival.
I placed an order for multiple products, however I have only received part of my order. What should I do?
In some cases we may not have been able to fulfill your full order due to lack of stock available. In these instances you will receive an email from us letting you know as well as a full refund for any products missing.
I just placed my order. When will it ship?
Your order will be shipped Ground Service (UPS Standard) unless you select Express Service (UPS Express Saver). Once shipped, orders are generally received within 2-5 business days but times vary according to location. For specific shipping details, please check information provided here.
Can I upgrade my shipping after my order has been placed?
Once an order has been placed, we are not able to update or upgrade the shipping method chosen.
What is your return policy?
I would like to return a product. What should I do?
We only accept returns for damaged or defective products. All return requests must be submitted within 7 days of order delivery.
If you would like to return a product, please fill out our contact form and follow steps outlined here.
Once our warehouse has received and processed the return we will be able to refund your original method of payment for the cost of the product.