Last updated: 27 October 2026
Need help with your delivery?
Email [email protected] at any time. Include your order number so we can locate your order.
This policy explains shipping for orders placed at lorqeva.com. The U.S. service and estimates below exclude Hawaii. For destinations outside this service area, please contact us before ordering to check availability and timing.
Delivery timing at a glance
| Stage | Estimated time | What it means |
|---|---|---|
| Order processing | 3 business days | Time to prepare an order before handing it to the carrier. |
| Shipping | 5–9 business days after dispatch | Estimated carrier transit time, separate from processing. |
| Overall planning estimate | Approximately 8–12 business days | Processing plus shipping, with the start adjusted for the order cutoff, weekends and holidays. |
Business days are Monday through Friday, excluding U.S. public holidays. Weekends and holidays do not count toward either processing or shipping. Shipping begins when the parcel is handed to the carrier, not when you place the order. The shipping window is an estimate rather than a guaranteed arrival date.
Daily order cutoff: 5:00 p.m. New York time
Our daily cutoff is 5:00 p.m. America/New_York time (Eastern Time, adjusting automatically between EST and EDT for daylight saving time). Orders received with payment confirmed before 5:00 p.m. on a business day enter processing that day. Orders received at or after 5:00 p.m., on weekends or on public holidays enter processing on the next business day. Allow 3 business days for processing from that start day.
For example, an order received after 5:00 p.m. on Friday begins processing on Monday, provided Monday is not a public holiday. The 5–9-business-day shipping estimate starts after dispatch, not on that Friday. A specific delivery commitment provided for your order takes precedence over general estimates.
Shipping charges and delivery locations
For eligible U.S. orders, free standard shipping is available when the qualifying order subtotal after discounts reaches US$50. Otherwise, the standard shipping charge is US$10. Available methods and the final shipping charge are displayed at checkout before payment. Do not assume shipping is free unless the free-shipping option is shown and selected.
The U.S. service described above does not include Hawaii. If we cannot fulfill your order as agreed, we will contact you about the available options, including cancellation and a refund for unshipped goods.
Dispatch and tracking
An order confirmation means we have received your order; it is not confirmation that the carrier has collected it. If tracking has been issued but shows only “label created” or “shipment information received,” that status alone does not confirm carrier collection. Carrier scans can take time to appear.
All shipments include tracking for the delivery journey. After dispatch, we provide the tracking details so you can follow the shipment through delivery. Check your spam or junk folder for order updates. If tracking details are missing, a link does not work or you need help understanding a scan, email [email protected]. Multi-item orders may arrive in separate packages; check each tracking number before reporting an item as missing.
If your order is delayed or has not arrived
- Still being prepared: compare the order date with the applicable processing estimate above. Contact us if preparation has exceeded that estimate or you need an update.
- In transit: compare the dispatch date with the shipping estimate and review the latest carrier scan. You can contact us at any time; you do not need to wait for the estimate to expire to ask for help.
- Past the expected delivery window, stalled or suspected lost: email your order number, tracking number and a description of the issue. We will check the shipment with the carrier and explain the next steps and available remedies, including replacement or refund where applicable.
- Marked delivered but not received: check the delivery details, household members and any safe place, building reception or local collection point. If the parcel is still missing, contact us so we can investigate. A delivery scan does not prevent you from reporting a delivery problem.
Carrier disruption, weather, customs checks and public holidays can affect delivery. If we cannot dispatch within the promised time, we will explain the delay and your options to accept a revised date or cancel for a refund of unshipped goods, as required by applicable law. An estimate is not a reason to leave an unresolved delivery problem without assistance.
Delivery address and order changes
Check your delivery address and contact details before placing an order. If you notice an error, email us as soon as possible. We will check whether a change is still possible; once dispatched, a change may depend on the carrier. Tell us if your address can receive deliveries only from a particular carrier.
Support and your rights
For delivery assistance, email [email protected]. Include your order number and the issue you need help with. Do not send full payment-card details or passwords.
For cancellations, returns and refunds, see our Return & Refund Policy. This policy does not limit your statutory consumer rights or any rights available through your payment provider.
For existing orders, any shipping price or delivery commitment confirmed at purchase will be honored; this update does not reduce an earlier commitment.