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Frequently Asked Questions


I have not received my order confirmation, did my order go through?

Order confirmation emails may be delayed as a result of high order volume.

Please contact our customer service team orders@thelotusfreshline if you have not received your confirmation email after 24 hours of your purchase.

Can I make changes to my order once it's been placed?

Due to the extremely limited nature of our products, all sales are final. Orders cannot be cancelled, changed or modified once they have been placed.

Please ensure all info is correct before submitting your order.

I have received my order and need some additional assistance.

Please contact our Customer Service Team to request replacement for damaged products or report other issues with your order.

We will review all issues that are submitted within 3-5 days of delivery of the package. Requests received after this time frame are no longer eligible for review.

Customers must provide photos of any product/order issues.

Please note that items that are used or tampered with are not eligible for replacement/exchange/refund of any kind.


When will my package be delivered?

Your order is shipped from a fulfillment center. The fulfillment process can take up to 2-14 business days

These times may be extended during holidays, launches/restocks, limited edition releases and promotions.

All orders are shipped via USPS, FEDEX or UPS.

Please note, we are not responsible for any shipping deliveries that may be affected by, but not limited to, the following: customs, natural occurrences, air/ground transportation strikes/delays or transfers from USPS or UPS to international mail carriers.

Lotus Fresh is not liable for lost or stolen packages.

I am an international customer; do I have to pay customs and taxes?

Items shipped outside of the United States are subject to duties, taxes, handling and/or other miscellaneous charges as defined by the country of import. These fees are not included in the cost of your order and therefore can not be reimbursed by Lotus Fresh. Customs regulations in the U.S.A. require that we display the full product value on the front of the package (this includes products that are purchased at a discounted price or are part of a promotion). Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.

International Shipping

Lotus Fresh currently provides shipping services to the following regions:

North America

Australia, New Zealand

If your region is not listed, we are dedicated to ensuring the safety of our customers and are eagerly awaiting approval to return service to your area.

When does my order ship if I have a pre-order?

To ensure timely delivery of your available items, we kindly request that preorder items be ordered separately. This will help prevent any delays with the non-preorder items in your cart. Thank you for your understanding and cooperation. Your pre-order will begin the fulfillment process on the shipping date giving in the product description.


Do you allow refunds/returns?

All sales are final.

Refunds/exchanges may only apply due to company error. / reserves the right to refuse any returns at any time due to the nature of feminine hygiene products, hygienic purposes, the sensitive nature of herbal products, and so forth.

By purchasing the products sold in this store, the customer acknowledges and accepts due responsibility for any potential side effects during product usage.

If you wish to cancel or have any questions, please contact customer service at


How do I find out about upcoming launches and restocks?

New product and restock information will always be posted on the official Instagram account @thelotusfreshline and available on our newsletter.

Is there a limit to how much I can buy?

Due to the exclusivity of our products, some items may have limits placed on the maximum quantity that may be purchased in one transaction.

Can I reserve items by adding them to my cart?

All products on on our site are in stock and available for order (unless otherwise noted).

Items cannot be reserved by holding them in your cart.

Product availability is extremely limited and therefore may sell out before your purchase is complete.

Order transactions are completed in the order they are received.

Are Lotus Fresh products sold at any other retailers?

Not yet

How do I become a wholesale partner with Lotus Fresh?

Lotus Fresh offers wholesale partnerships with Brick and Mortar retailers, Spas, and Wellness Centers. Please email to inquire.

How can I reach your customer service and when should I expect a response?

For customer service inquiries only, please email

Our Customer Service team is available M-F 10am - 5pm est.

We do our best to respond to all customers within 48 hours.

Response times may be extended during holidays, promotions and immediately following launches/restocks.

Inquiries are answered in the order they are received; please do not send multiple emails as this will place you at the end of the queue.