FAQs
Q: How much does shipping cost?
A: Shipping is calculated by weight & location starting at around $4. All shipping costs are discounted USPS rates calculated by Shopify. There are no added handling fees from us. Open basket shipping costs $15 flat rate (please read open basket policy here.)
Q: Where are you located?
A: We operate out of Richmond, Virginia, USA.
Q: When are baskets posted?
A: Baskets are posted every Thursday night after the live unless otherwise stated on our TikTok story. You will receive a message via TikTok when baskets are posted to the website and will receive multiple reminder messages.
Q: Do you hold baskets open?
A: We do offer open baskets for up to 8 weeks. Please read our open basket policy here.
Q: Does the new-claimer $20 live sale deposit go towards my basket total?
A: Yes, the non-refundable $20 live sale deposit will go towards your total if paid on time. If you cancel or forfeit your basket for any reason, the deposit acts as a restocking fee. Please read all policies thoroughly before committing to a deposit/claiming in the live sale. By purchasing the deposit, you are agreeing to these policies.
Q: How long do I have to pay?
A: Payments for live sale baskets are due by 11:59 PM eastern time on Friday nights, no exceptions. Please claim responsibly!
Q: What payment methods do you accept?
A: We accept all major credit/debit cards, PayPal, Meta Pay, Apple Pay, Google Pay, and Amazon Pay. We also have payment plans (see below).
Q: Do you offer payment plans?
A: We offer pay-in-4 payment plans to those who get approved for them via PayPal and Shop Pay. We do not have private payment plans.
Q: Do you offer returns or refunds?
A: All sales are final. There are no refunds, exchanges, or returns once you commit to your purchase. By ordering from our shop you agree to these terms.
Q: Something broke in my order. What can I do?
A: View our full return & damage policy here. USPS offers up to $100 USD insurance on all packages shipped with Ground Advantage and Priority Mail postage if you need to file a claim via their website. Lilac River Package Protection is automatically added to carts that exceed $100 USD in value. If it is removed from the cart, insurance will be considered waived and Lilac River Crystals, LLC will no longer be responsible for damaged, lost, or stolen items. If removed, we cannot offer any reimbursement for broken or otherwise damaged/lost items at the fault of the mail carriers. Please be sure purchase this extra protection if you would like your items covered! If you have paid for insurance and had an issue with a damaged item, please reach out to us via TikTok direct messages.
Q: Do you offer signature required service?
A: We do offer signature required service as an add-on! Click here to add it to your cart. Please note that we reserve the right to add signature-required services on to your packages if needed. If your order is flagged with a medium or high fraud analysis, it will be added at our discretion.