Frequently Asked Questions
Ordering
How do I place an order?
Orders can be placed directly through our website. Simply browse our products, add the items you’d like to your cart, and proceed to checkout. You’ll receive an email confirmation once your order has been successfully placed.
Can I change or cancel my order after it’s been placed?
We begin processing orders as quickly as possible. If you need to make changes or cancel your order, please contact us within 12 hours of placing it. Once your order has been shipped, we are unable to make modifications.
Do you accept phone or email orders?
Currently, all orders must be placed through our website for your security and to ensure accurate processing.
Payment
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), as well as PayPal. All payments are processed securely at checkout.
When will I be charged for my order?
Your payment is processed immediately once your order is confirmed.
Is it safe to use my credit card on your website?
Yes. We use industry-standard encryption and secure servers to ensure your payment details are fully protected.
Shipping & Delivery
Where do you ship?
We currently ship orders within Canada only. At this time, we do not offer international shipping.
Which courier do you use?
Orders are shipped through Purolator or Canada Post, depending on your location and service availability.
How much does shipping cost?
Flat-rate standard shipping applies to orders under $75 CAD.
Orders over $75 CAD (before tax and after discounts) ship free across Canada.
How long will my order take to arrive?
Standard delivery takes 2–7 business days after processing, depending on your location. Rural and remote areas may require additional time. You will receive a tracking number once your package has shipped.
Do you offer expedited shipping?
At this time, we offer standard shipping only. We are exploring express options and will update our policy if these become available.
What if my package says “delivered” but I haven’t received it?
In some cases, couriers mark packages as delivered a day or two before they arrive. If you haven’t received your package within 5 business days of it being marked delivered, please contact us. We’ll work with the courier to locate your order.
Returns & Refunds
What is your return policy?
We want you to be fully satisfied with your Lanlay purchase. Returns are accepted within 90 days of the purchase date. Items must be returned in their original packaging (opened or unopened), along with proof of purchase.
How do I start a return?
Please email our Customer Care team with your order number and the reason for your return. We will provide return instructions.
Do I need to pay for return shipping?
Yes. Customers are responsible for the cost of return shipping. Shipping fees originally paid are non-refundable.
When will I receive my refund?
Refunds are processed within 7–10 business days after we receive your return. The refund will be issued to the original method of payment.
What if my product arrives damaged or defective?
If your order arrives damaged or you receive the wrong item, please contact us within 7 days of delivery with photos of the product. We will gladly send you a replacement at no additional cost.
General Questions
Do you have a physical store?
Yes! In addition to our online store, you can visit us in person at our physical storefront:
Lanlay Store
145 Royal Crest Ct, Unit 41
Markham, ON, Canada
Are your products safe and natural?
Yes. Lanlay has been trusted since 1936 for using carefully selected herbs and natural ingredients. All of our products are made with your health and well-being in mind.
How can I contact Lanlay Customer Care?
You can reach us anytime at:
Email: grouplanlay@gmail.com
Address: 145 Royal Crest Ct, Unit 41, Markham, ON, Canada