Shipping & Returns

Do you offer free shipping?
Yes, free standard shipping on US orders over $50. 

How fast will my order ship?
Orders placed before 11am EST ship same day. Orders after 11am EST ship the next business day. Orders placed after 11am EST on Friday ship the following Monday. 

How long does shipping take?
Standard shipping typically takes 7–10 business days in transit (carrier estimate — actual time may vary, especially during holidays). 

How do I track my order?
Once your order ships, we'll send you tracking information by email — you'll get an update at each step, from order confirmation to shipping to delivery. No need to check back manually; we'll keep you posted. 

Can I get a refund on shipping fees?
No. Once a package has shipped, shipping fees are non-refundable, since payment has already gone to the carrier. We're also not responsible for lost or stolen packages. 

Do you ship internationally?
Yes, worldwide. UK orders under £135 and EU orders under €150 are sold through our shipping partner, Passport Shipping, who is the Seller of record for those orders. 

What happens if I pre-order an item?
If your order includes a pre-order item, the entire order ships together once that item is in stock. 

What's your return policy?
We accept returns for items that arrive damaged or defective. Please email customercare@mountlai.com within fourteen days of delivery with your order number and photos of the damage. Returns must be in original packaging, and shipping is non-refundable. If a return label is requested, return shipping costs will be deducted from the refund amount. 

Warranty
This is a limited one year warranty for manufacturer defects related to our tools. Quality is one of our core pillars and we stand behind the quality of our products!

What's not covered?
Unfortunately our warranty does not cover damages from misuse or negligence, such as tools breaking from drops. Because we use real, authenticcrystal, the stones are delicate and should be treated with care. Another example that is not covered by our warranty is damage from keeping the tools in the freezer. We recommend storing them in the fridge instead of the freezer as they should not be kept in temperatures below freezing.

Warranty Registration Form
Register your Mount Lai tool, it only takes a minute, and means faster support if you ever need a warranty claim. No receipt hunting required.

Customers register Mount Lai products for a 1-year warranty via a form; the warranty excludes damage from misuse or negligence. If registration fails, customers should clear their browser cache and retry (Chrome works best) or email customercare@mountlai.com with a screenshot if the error persists.

My item arrived damaged. How do I receive a replacement for a broken item?
Please email customercare@mountlai.com with the email you registered your warranty under, a picture of the product and a description of the issue. If it falls under our warranty policy, we are happy to cover the cost of a replacement.Please kindly note that shipping is not included.

In what situations can I receive a free replacement item?
Our customer care team evaluates each inquiry on a case by case basis.If a complimentary replacement item cannot be issued, our team will still do their best to help.Unfortunately, our warranty does not cover damage due to negligence or misuse. If a product was dropped, it sadly is not covered under our warranty policy and thus is not eligible for a complimentary replacement. Additionally, items purchased over a year ago are not eligible for warranty protection.