FAQ
What is Route and how does it work?
Route is a package protection service that helps protect your order from being lost, stolen, or damaged during transit. If any issues arise with your shipment, Route’s support team will assist you in either replacing or refunding your order, depending on your preference.
By purchasing Route shipping protection, you’re giving your package an extra layer of security, so you can shop with confidence. Claims are typically reviewed and approved within 1-2 business days of filing.
Need to file a claim? Please visit: Route Claims
Why should I purchase Route?
Purchasing Route package protection provides peace of mind by safeguarding your order against potential issues like lost, stolen, or damaged packages during transit. Shipping can sometimes be unpredictable, and Route ensures you’re covered if something goes wrong.
Please note that Route requires a waiting period of 5 business days from the expected delivery date before you can file a claim.
Need to file a claim? Please visit: Route Claims
Does Route work internationally?
Yes, Route provides package protection for international shipments. However, there are a few important considerations:
International Claim Timeframes:
Stolen Packages: Claims must be filed between 5-30 days from the delivery date.
Lost Packages: Claims must be filed between 20-30 days from the last tracking update.
Damaged Packages: Claims must be filed within 0-30 days from the delivery date.
When will my order ship?
Orders typically take 2-5 business days to process. As soon as your order comes through, we get to work crafting your jewelry with love and care! Please note that during new collection launches, custom pieces, wholesale orders, sales, exclusive collections, or busy seasons, processing times may be longer. We appreciate your patience and understanding.
What if my address is wrong?
If your address is incorrect, please email hello@logantay.com on the same day you place your order to ensure it ships to the correct address. Include your order number, first and last name, and the email address associated with your order. If we’re unable to verify your address, we’ll reach out for confirmation before shipping your package. Please note that if a package is returned to us due to an incorrect address, the customer is responsible for purchasing a new shipping label.
How do I pick up my order?
Once your order is ready, we’ll send you a confirmation email. Keep an eye out for an additional email from us to schedule a day and time that works best for you to pick up your new pieces.
All pickup orders will be available at our showroom in Palm Beach. Please note that our showroom is only open Monday through Friday from 9 AM to 5 PM, so pickups must be scheduled during these hours. Processing times vary depending on the piece—most orders will be ready within 2 to 4 business days, but custom pieces, like our Engraved Heart Necklace, may take a bit longer to create.
When you arrive, please have your order confirmation ready to show us.
If you’d like to schedule a showroom appointment to browse our collection during your visit, we’d be happy to set one up for you! Just email collabs@logantay.com, and we’ll take care of the rest.
If you have any questions or need assistance, feel free to reach out to us at hello@logantay.com—we’re happy to help!
What if my package is lost or delayed?
For any delays or lost packages, if you purchased Route Shipping Insurance, please proceed with filing a claim. We’re also happy to assist you—just email hello@logantay.com.
If you did not purchase Route Shipping Insurance, we recommend reaching out to your local postal service directly. While we ensure your order is processed and shipped promptly, delivery is managed by the postal service, and we unfortunately have no control over it once it leaves our studio.
Although we are not liable for lost packages, we want to ensure you receive your Logan Tay order. Please reach out to us at hello@logantay.com, and we’ll do our best to help you find a solution!
What if my package is missing?
If you purchased Route Shipping Insurance and your package is missing, we recommend opening a claim with Route after 5 business days. You can file a claim here: Route Claims.
If you did not purchase Route Shipping Insurance, we recommend reaching out to your local post office for assistance.
If you’re still unable to locate your order after 5 business days, please email hello@logantay.com with your order number, full name, and shipping address, and we’ll do our best to assist you.
Do you ship to Australia?
Yes! We’re so excited to share that we now ship to Australia. Whether you're on the Gold Coast, Melbourne, or beyond, you can now have Logan Tay pieces delivered straight to you. Please note that shipping rates and delivery times vary by location, and international customers are responsible for any duties or taxes upon arrival. We’re so happy to bring Logan Tay to our Australian customers!
Where can I find more shipping information?
For more information on shipping and our policies, be sure to check out our Shipping & Processing page!
What is your exchange policy?
While we don’t accept returns, we’re happy to offer store credit as an exchange for unworn jewelry within 14 days of your delivery date. To get started, head to our Returns Portal
Once your item(s) have been sent back and received, you’ll be sent a digital gift card to use toward your next purchase.
Please note, the following items are final sale and not eligible for exchange:
Logan Tay x Hailey Polk One Off Fridays, Logan’s Mystery Boxes, Logan Tay x Caroline Bankston, Hurley x Logan Tay, Audrey Muse, Hannah Leigh, Ana Stowell 2.0, Custom, Vintage, Showroom Sales, and Trunk Show Sales. Orders placed using a discount code or marked as sale are also final sale.
Do you accept returns/refunds?
We’re unable to offer cancellations, refunds, or returns as we start crafting your jewelry the moment your order is placed! Thank you for understanding—and for trusting us to create something uniquely special just for you
What if my item arrived damaged?
If your item arrives damaged and you purchased Route Shipping Insurance, please file a claim with Route, as it covers most cases of damage. You can do so at https://claims.route.com/, or we’re happy to assist—simply email hello@logantay.com.
If you did not purchase Route Shipping Insurance, we are happy to reach out to the postal service to open a claim on your behalf. Please note that these claims can take up to 30 days to be processed.
Can I cancel my order?
Since our pieces are handmade to order, we’re unable to accept cancellations or refunds once an order has been placed. Thank you for your understanding—we’re here to help you find the perfect piece you’ll love!
Can I exchange my Surf Club Set for a different size?
We want you to love the fit of your Surf Club Set! While we don’t offer returns or refunds, we’re happy to assist with a size exchange within 7 days of delivery to ensure the perfect fit.
To get started, email us at hello@logantay.com with your order number and the reason for your exchange. We’ll send you an exchange form to include with your return package.
Once we receive your return package, we will process your exchange as soon as possible. Please allow up to 10 business days for your exchange to be processed. The customer is required to cover the shipping costs for your exchanged item(s) to be shipped back to you.
Do you accept returns or exchanges on international orders?
All international sales are final and cannot be exchanged or returned. Logan Tay is not responsible for international shipments lost, stolen, or damaged in transit. Once your order leaves our facility, it is in the hands of the carrier, and we are unable to guarantee its safe arrival. However, if your piece qualifies for warranty-covered repairs, we’re happy to assist! Please note that international customers are responsible for all shipping costs related to repairs, including the cost of shipping the item back to us and its return shipment. We strongly recommend selecting a shipping option that includes tracking and insurance to protect your purchase.
What is a preorder?
A preorder lets you reserve a piece before it’s officially back in stock or available to ship. It’s our way of making sure you don’t miss out on your favorite styles—even while they’re in production. We do our best to forecast inventory ahead of time, but we’re not perfect—preorders help bridge the gap.
When will my preorder ship?
Preorder items are made just for you! Shipping timelines vary by item and are listed in the product description. Please note: this timeline is based on production time—not the estimated delivery date shown at checkout.
Can I cancel or return a preorder?
Since preorder items are made to order, we’re unable to accept cancellations or returns once your order is placed. Thank you for understanding!
Questions about your preorder?
We truly appreciate your patience—it’ll be worth the wait. If you have any questions in the meantime, reach out to us anytime at hello@logantay.com
How can I come visit your showroom?
We’re so excited that you want to visit our Palm Beach showroom! To schedule an appointment, please visit our showroom page to book an available time—we’ll see you soon!
Do you host birthday parties or events at your showroom?
We’re so excited to be part of your special day! Whether it’s a bachelorette party, birthday celebration, or just a fun night out with the girls, you can book our Palm Beach showroom to privately shop using ourshowroom booking page. Be sure to include as many details as possible when booking—or feel free to email us at hello@logantay.com, and we’ll take care of the rest!
Do you offer wholesale?
Yes! We love nothing more than partnering with retailers who love Logan Tay! Please email wholesale@logantay.com with the name of your store, location, website (if you sell online), Instagram handle, and any other helpful information about your business.
We can’t wait to hear from you!
How can I add or update custom details for my order?
Absolutely! Please make sure to double-check and confirm any engraving details—like initials for the Engraved Heart Necklace or a name for the Pearl Name Necklace. You can add this information in the “Add Special Instructions” box at checkout. If you forget to add this, no worries! Just email us at hello@logantay.com, and we’ll take care of it.
How do I care for my jewelry?
Our jewelry is designed to last with proper care. To keep your pieces looking their best, avoid contact with harsh chemicals like lotions or perfumes. For more tips on preserving your jewelry, visit our Jewelry Care page.
Store Credit
If eligible, here’s how to apply it:
- Log in to your customer account using your email associated with the store credit
- Head to checkout
- Select Apply store credit
- Use your credit to treat yourself to something new!
If you have any questions or need help, don’t hesitate to reach out—we’re here for you! Happy shopping and enjoy!
Gift Cards
We offer both physical and digital gift cards!
After purchasing a digital gift card, it will be sent straight to your email. If you're gifting it, make sure to check the box that says “I want to send this as a gift” on the product page.
Prefer something tangible? Our physical gift cards are shipped directly to the shipping address you provide.
If you’re local to Palm Beach, you can also use your gift card in our showroom—we’d love to host you for a private appointment to redeem it in person!
Influencers
We love collaborating with influencers who align with our brand! If you're interested in joining our influencer program, email us at collabs@logantay.com—we’d love to connect!
Press Inquiries
For any press inquiries please email us at Natalie@logantay.com