Shipping & Delivery

By placing an order with LETTO, you acknowledge and agree to the terms below. If you have any questions, our team is always happy to help.

Shipping Coverage

LETTO ships throughout the United States, including Alaska and Hawaii, on most orders.

Standard Ground Shipping is free on qualifying orders over $100, before taxes and after discounts, excluding certain oversized or overweight items.

Expedited shipping is available within the contiguous United States for an additional charge based on the value, size, and weight of the order. Expedited orders placed by 12 PM Pacific Time, Monday through Friday, will ship the same business day whenever possible. Orders placed after that time will ship the following business day.

Shipping to Alaska and Hawaii is charged separately at a flat rate of $15.

Shipping timeframes are counted in business days only and do not include weekends or carrier holidays.

Oversized or Overweight Items

Some items, including comforters, bulk towel orders, pillows, featherbeds, rugs, and furniture, may be considered oversized or overweight. These items may require additional shipping charges, alternate shipping methods, or longer transit times.

If this applies to your order, we will always contact you before shipping.

Backorders

Occasionally, an item may be temporarily backordered. If that happens, available items from your order will ship first, and the backordered item will follow as soon as it becomes available.

You will not be charged additional shipping fees for backordered items. We do our best to communicate delays as soon as they are identified and to keep you updated along the way.

International Orders

LETTO offers international shipping on select orders.

Duties, tariffs, taxes, and customs charges are assessed by the destination country and shipping carrier and are the responsibility of the customer. These fees are outside our control and vary by country.

If you have questions before placing an international order, please contact us and we will gladly help you understand what to expect.

PO Box Deliveries

Most carriers are unable to deliver to PO Boxes. If a PO Box is the only address available, alternative arrangements may be required. If needed, a member of our team will contact you to coordinate the best solution.

Signature, Insurance & Secure Delivery

For high-value orders, multi-unit buildings, time-sensitive shipments, or any delivery location that may be less secure, we strongly recommend adding both signature confirmation and shipping insurance at checkout.

We also encourage you to choose the most secure delivery address possible, such as a staffed residence, workplace, package room, or other location where someone can receive the package in person.

If you decline signature confirmation or shipping insurance, or instruct the carrier to leave the package in an unsecured location, you assume the risk of loss, theft, or damage after delivery or while in transit, as applicable.

When Responsibility Transfers

Responsibility for the package transfers to you once the shipment is delivered to the address you provided, as confirmed by the carrier. This includes delivery accepted by a doorman, concierge, building staff, package room, neighbor, or another person at the delivery address.

Lost or stolen packages after confirmed delivery are not eligible for refund or replacement.

If Tracking Shows Delivered but You Have Not Received the Package

If your package is marked delivered but cannot be located, please:

If the package was accepted or signed for by someone at the delivery address, the carrier considers the shipment delivered and responsibility passes to you.

Lost or Stolen Packages in Transit

If a package is lost or stolen before delivery is confirmed, coverage depends on whether shipping insurance was selected at checkout.

If shipping insurance was selected, we will assist with the carrier claim process and, once the claim is resolved and loss is confirmed, replacement product may be provided at our discretion.

If shipping insurance was not selected, the shipment travels at the customer’s risk once it is in the carrier’s possession. LETTO is not liable for loss or theft in transit in those cases.

We do not offer refunds for lost or stolen packages in transit. Eligible replacements, if any, are subject to the outcome of the carrier claim and the shipping protections selected at checkout.

Damaged Packages

If your order arrives damaged, please retain all packaging materials and take clear photographs of both the packaging and contents. Contact us within 3 business days of delivery so we can begin a carrier claim.

If shipping insurance was selected, we will work with the carrier through the claim process and replacement product may be provided at our discretion once the investigation is complete.

If shipping insurance was not selected, replacement for damaged goods may not be available and remains at LETTO’s sole discretion.

We do not offer refunds for damaged shipments. Any replacement is subject to the carrier claim process and eligibility.

Claims Process

For lost, stolen, or damaged shipments in transit, the carrier’s claims process must be completed before replacement product or another remedy can be considered.

We are glad to assist with claims and will keep you informed throughout the process. Customers agree to allow LETTO and the carrier reasonable time to investigate and resolve a claim before initiating chargebacks or third-party disputes.

If a claim is denied and signature confirmation or shipping insurance was not selected, the customer assumes responsibility for the loss.

Undeliverable or Returned Packages

If a package is returned to us because of an incorrect address, refusal, failure to claim the package, or inability to complete delivery, reshipping costs are the responsibility of the customer.

We are happy to assist with reshipment once the returned package is received and new shipping payment has been arranged.

Rush & Special Requests

We are always happy to help with rush or expedited shipping whenever possible. Availability may depend on product location, inventory status, and carrier timing.

Expedited shipping charges will always be quoted in advance, and payment must be arranged before shipment. While same-day outbound shipping cannot be guaranteed after cutoff times, we will always do our best to accommodate special requests.

Tracking

All LETTO orders include tracking, and you will receive shipment updates once your package is on its way.

If you require additional tracking support or special delivery coordination, those services may involve additional charges, which will always be discussed in advance.

Limitation of Liability

To the fullest extent permitted by law, LETTO, its employees, affiliates, partners, and agents are not liable for indirect, incidental, consequential, punitive, or special damages arising from package theft, porch piracy, delivery access issues, third-party acceptance, or carrier error once delivery has been confirmed by the carrier or accepted at the delivery address.

LETTO’s maximum liability for any order shall not exceed the amount paid for the purchase, or $50, whichever is greater.

These terms do not affect any rights that cannot be limited under applicable law.

Contact Us

If you have any questions about shipping, delivery, or your order, please contact us at ciao@letto.com. We value your trust and are always glad to help.

All purchases from LETTO are subject to this Shipping & Delivery Policy and our Terms & Conditions.