Last updated: June 11, 2026
Welcome to our FAQ page. Below you will find answers to the most common questions customers ask about ordering, shipping, returns, payments, and support. If you cannot find the information you need here, please contact our support team using the details in Section 6 (Contact Us).
Q1: Do you offer free shipping?
A: Yes. Free standard shipping applies to every order delivered to an address within the contiguous United States. There is no minimum purchase amount required.
Q2: Where do you ship?
A: We ship only to addresses within the 50 United States. We do not ship to PO Boxes, APO/FPO addresses, US territories (Puerto Rico, Guam, US Virgin Islands, etc.), or any international destinations.
Q3: How long does delivery take?
A: Orders are processed within 1 to 2 business days after payment confirmation. After processing, delivery within the US typically takes 3 to 5 business days. Total time from order placement to delivery is approximately 4 to 7 business days.
Q4: How can I track my order?
A: Once your order is shipped, we will send you a shipping confirmation email containing your tracking number and a direct link to the carrier’s tracking page.
Q5: What payment methods do you accept?
A: We accept Visa, MasterCard, and PayPal. We do not accept American Express, Discover, bank transfers, checks, or buy-now-pay-later services.
Q6: What is your return policy?
A: You may request a return within 30 calendar days of delivery, but only for quality-related issues. Quality issues include: product arrived damaged, product is defective, or the wrong item was sent. Change-of-mind returns are not accepted.
Q7: What are the conditions for a return?
A: To be eligible for a return, the item must be unused, in its original packaging, and the reason must be a quality-related issue as described in Q6 above.
Q8: Who pays for return shipping?
A: For approved quality-related returns, we provide a free prepaid return shipping label. You do not pay any shipping costs or restocking fees.
Q9: How long does a refund take?
A: After we receive and inspect your returned item, we process the refund within 1 to 2 business days. The refund is credited to your original payment method. Your bank or card issuer may then take an additional 7 to 10 business days to show the credit in your account.
Q10: What if I receive a damaged, defective, or wrong item?
A: Please email us at info@laroche-posaay.it.com with your order number and photos of the item. We will provide a prepaid return label and process a full refund once the item is returned and inspected.
Q11: How do I contact customer service?
A: You can email us at info@laroche-posaay.it.com or call us at +1 (605)-890-0032. Our phone support is available Monday through Friday, 9:00 AM to 6:00 PM Central Time.
Q12: How quickly do you respond to emails?
A: We respond to all email inquiries within 1 to 2 business days. Emails sent on weekends or holidays will be answered on the next business day.
Q13: Is my payment information secure?
A: Yes. Our website uses SSL encryption for all transactions. We do not store your full credit card details on our servers. Payments are processed through secure, industry-standard payment gateways.
Q14: What happens if my package shows as delivered but I did not receive it?
A: Once a carrier marks a package as delivered, we are not responsible for lost or stolen items. Please check with neighbors, look for a carrier notice, or contact the carrier directly using your tracking number.
Q15: Can I change or cancel my order after placing it?
A: Please contact us as soon as possible. If your order has not yet entered the processing stage (within 1 to 2 business days of placement), we may be able to cancel or modify it. Once the order has been processed or shipped, changes are no longer possible.
Q16: Where is your business located?
A: Our physical address for returns and correspondence is 2200 Green Street 14, Yankton, SD 57078, United States. This is not a retail store location.
Q17: What is your response time for return requests?
A: Return requests are typically reviewed and responded to within 1 to 2 business days. Once approved, you will receive a prepaid return shipping label by email.
Q18: Do you charge a restocking fee for returns?
A: No. We do not charge any restocking or handling fees for eligible quality-related returns.
Q19: What shipping carriers do you use?
A: We use a variety of carriers including USPS, UPS, FedEx, and regional couriers. The specific carrier for your order is selected based on your location and package characteristics.
Q20: What are your customer support hours?
A: Phone support is available Monday through Friday, 9:00 AM to 6:00 PM Central Time. Email support receives inquiries 7 days a week, with responses sent within 1 to 2 business days.