The Answers You Need
What are your Policies on Payment?
Payment is due in full for your order to begin processing. A confirmation email will be sent within 24hours of payment. Once payment is received, orders begin being processed within 1 week.
We aim to ship orders within 1-3 business days after processing. Once your order is shipped and you receive tracking information, refunds are no longer available.
What if I am not satisfied with Lu's Cotton Factory?
I definitely hope that you would love every piece of cotton you purchase. Because everyone's palate is different, we understand that you may not like certain flavors. If that is the case, we can definitely recommend flavors you might possibly like.
What are your refund and return policies?
Because we are a food service company where containers are made once ordered, we do not accept returns. We will always try our best to make it right, so please reach out with any concerns to discuss. Please keep in mind that flavors are up to personal tastes but if there are any issues with packaging or shipping, we will do what we can to assist you.
Do you have a customer referral or subscription program?
Not yet as we are still growing but we might in the future. If you would be interested in our blind tasters program, feel free to reach out :)
What's the lead time for orders?
We prefer at MINIMUM 1 month in advance so we have at least 2 weeks to hash out details with you and 2 weeks to create your products to your specificity. However, if you reach out to us, we will try to work within your timeline as best we can. We are currently working on spinning live so if you are looking for a live cotton factory member, please fill out out our contact form.