FAQ

No matter what happens to your order, you can contact us at latticestores@gmail.com. Please be sure to provide us with your email and phone number, order number or tracking number so that we can check the status of your order.

Once we receive your order, we will process it the same day and ship it the next day, Monday to Friday. Any Saturday orders will be shipped with Sunday orders.

We use UPS Ground, UPSsure Post, USPS, and truck freight to ship your order. Each mode of transportation will depend on the size and quantity of items ordered.

Our goal is to ensure that you receive your order as soon as possible. After successfully submitting your order, our warehouse will process your order on the same business day. It is then picked, packaged and sent. Please note that delivery times vary depending on your location and the possible express screening through which the package passes. Our standard delivery times (2-5 business days) are estimates and may vary based on external factors beyond Lattice and our Courier controls. These factors may include, but are not limited to, extreme weather conditions and technical failures.

Please initiate a cancellation request from your personal center. If the order has been shipped, we charge a recall fee of $17.60 per package. See the Return Policy for more information.

Please contact the carrier to see if they have delivered the item to the correct address. We also recommend that your phone number be sent to us so that we can file a claim with the carrier to search your package. Usually, the search results take a week.

Please initiate a return request from your personal center within 3 working days of receipt of the package. Please note any visible damage (scratches, dents, etc.) or operational damage (the system will not work), take digital photos and provide Lattice with detailed proof of damage, as this will help us process your order refund.

Once you are authorized to return the item to us, please pay close attention to the return tracking number. We will refund you within 3-5 working days after the goods are delivered to our warehouse.

All items come with a 3-month warranty from the date of purchase. We will bear any expenses arising from the quality problems of the articles.

If you receive any defective items, you can contact us for a full refund. Most of our products can be returned within 3 months of purchase, provided they are in a marketable condition with the original packaging, label and receipt. If your purchases do not live up to your expectations, as long as they are in reasonable condition (items in original packaging, with manufacturer labels, undamaged), we require that you must pay shipping fees in order for Lattice to process your refund.

Usually we don't sell parts separately. If your order is under warranty, we will send you replacement parts free of charge if we have available parts. If your order extends the warranty, we recommend ordering any additional parts or replacements from your local hardware store.

Note: We can only process orders purchased from latticestores.com