Orders & Shipping
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 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 UPS 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 internationally
Yes! We’re so excited to share that we ship internationally. 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 international customers!
Returns & exchanges
What is the 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 is "Pay Now to Unlock Free Returns"?
When you choose Pay Now to Unlock Free Returns at checkout, you're purchasing return protection for your order.
If you decide to make an eligible return, your return processing fee will be waived, allowing you to receive your full refund or store credit without the standard return fee deduction.
If you do not purchase return protection, our standard return processing fee will apply to eligible returns.
Please note that purchasing return protection does not change our return policy or extend our return window. All returns must still meet our eligibility requirements and be initiated within our return policy timeframe.
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 UPS 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.
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
How long do I have to send back my approved return?
Once our Customer Service team approves your return request, you have 14 calendar days to ship the item back to us.
If the item is not returned within this 14-day period, the return will be considered abandoned, and you will forfeit your eligibility for a store credit or replacement item.
Exception: Customers who have purchased the Repair & Refresh Bundle may still be eligible for service after the 14-day period. However, we strongly encourage all customers—including Repair & Refresh Bundle holders—to send their items back within the 14-day window to help our team process returns, repairs, and replacements as efficiently as possible.
If you anticipate a delay, please contact our Customer Service team as soon as possible.
EU Consumer Right of Withdrawal (EU & EFTA Customers)
If you are located in the European Union or an EFTA country (Norway, Iceland, or Liechtenstein), you may have the legal right to withdraw from your purchase within 14 days of receiving your order under applicable consumer protection laws.
To submit a withdrawal request, please use our online Withdrawal Request Form:
Start your withdrawal request → https://logantay.loopreturns.com/#/withdrawal
If your withdrawal request qualifies under applicable law, we will review your request and provide instructions for returning your order. Customers are responsible for return postage unless otherwise required by law.
You may also download a copy of the EU Model Withdrawal Form for your records:
preorders
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. The date listed in the product description is an estimated ship date. While we always do our best to ship by this timeframe, preorder items may ship sooner or later depending on production timing. We’ll keep you updated along the way and appreciate your patience as we bring each piece to life!
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
other frequent questions
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 our showroom 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—such as initials for the Engraved Heart 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 jewlery?
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!
collaborations
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 collabs@logantay.com
