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Home page of the Loftie Support Help Center - Learn about Loftie and our products, get troubleshooting help and read our FAQs answered.

Loftie Support Help Center | Loftie

We offer free shipping within the US on all orders. 

Orders are generally processed and shipped within 1 business day via UPS SurePost or UPS Ground, unless another option was selected at checkout.

Estimated arrival dates may change pasted on potential carrier delays in transit. Loftie does not currently ship internationally.

What is your shipping and return policy?

We accept returns within 60 days of delivery for orders placed on our website. All parts, including accessories, must be in like-new condition. 

Returns will only be accepted in original packaging. If your returned Loftie arrives damaged or without all accessories and parts, you are eligible for up to a 50% refund. 

Our full return policy can be found here. 

*Sleep masks and Dark Dots are not eligible for returns. Puzzles are only accepted if unopened and in like-new condition.

What is your return policy? 

Loftie Clock: 
- Consistent 2.4 Ghz WiFi Connection 
- Power source with included cord and plug. Internal battery for backup use only. 
- Apple or Android app for set-up only, optional use after set-up 

Loftie Lamp: 
- Consistent 2.4 Ghz WiFi Connection 
- Power source with included cord and plug. Internal battery for backup use only. 
- Apple or Android app

What are Loftie's technical requirements? 

We've got lots of details about our Loftie Clock here and support assistance for common issues here. 

If you have a product suggestion or feature request we can't wait to hear it. We love hearing from our customers so we can make Loftie the best it can be. 

You can select more help is needed below and share your feature request (or product question if not answered in the above links). We review every suggestion so thank you so much for taking the time to reach out and tell us what's missing for you.

I have a product question or suggestion. 

We're sorry to hear your order hasn't arrived! We want to make sure you get your order as soon as possible. 

Please hang with us while we work to double-check a few points. 

1. Check with your neighbors or others in your household to ensure no one accepted the package on your behalf or that it was misdelivered. 

2. Confirm the shipping address from your order confirmation to ensure no errors. 

UPS and USPS are still navigating staffing shortages and shipping delays. Sometimes carriers will mark items as delivered a few days in advance before they actually deliver them. This happens more frequently than you would hope and while we know it's frustrating if you haven't already we ask that you wait 48 hours to see if the delivery arrives. 

Thank you for reviewing and confirming these points for us! 

If you're still missing your order, please email us at support@byloftie.com and we'll take a look at the tracking and see if we can get any additional information.

My order says delivered but it isn't here. 

Hello! Welcome to Loftie. To get started, follow these three simple steps: 1. Turn your Loftie on 2. Download the Loftie app 3. Follow the steps in the app.

Hello! Welcome to Loftie.&#xA0; To get started, follow these three simple steps: <figure><img src="https://hsfiles.gorgias.help/help-centers/1374/vferz24tb6/articles/em6yo8354t/1607026482985/plu.svg" alt="getting started" data-hd-align="left" class="fr-fil fr-dib"></figure> 1. Turn your Loftie on&#xA0;Simply plug your Loftie in and it will turn on automatically.Not powering on? Double check the double prong adapter is securely seated on the power brick, and unplug and re-plug the USB-C connector from the back of Loftie. <figure><img src="https://hsfiles.gorgias.help/help-centers/1374/vferz24tb6/articles/em6yo8354t/1607026413225/app.svg" alt="get started app" data-hd-align="left" class="fr-fil fr-dib"></figure>2. Download the Loftie appInstall the Loftie app from the <a href="https://apps.apple.com/us/app/loftie/id1486881703" target="_blank">Apple App Store</a> (1.3.4) or <a href="https://play.google.com/store/apps/details?id=com.byloftie.app&amp;hl=en_US" target="_blank">Google Play</a> (28) on your phone. Please double check you have the most up-to-date version.&#xA0;<div data-block="true" data-editor="73vcm" data-offset-key="cuf5p-0-0" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; color: rgb(27, 28, 29); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"> </div> <figure><img src="https://hsfiles.gorgias.help/help-centers/1374/vferz24tb6/articles/em6yo8354t/1607026472594/wifi.svg" data-hd-align="left" class="fr-fil fr-dib"></figure>3. Follow the steps in the Loftie app&#xA0;Click &#x201C;Set up a new Loftie&#x201D; and follow the steps to connect your Loftie to WiFi. Your Loftie may update with the newest software and content upon connecting. The update should take about 30 minutes, and after it restarts, your Loftie will set the time automatically and be ready to use.&#xA0; What Next?Pair Loftie with your app in order to control volume and set alarms remotely. Follow the steps in the app after your Loftie completes the initial update. Learn more about the app <a href="https://loftie-support.gorgias.help/en-US/loftie-app-34915">here</a>.Your Loftie is fully updatable and many additional features will be available very soon. Confirm you have the most up to date software and learn more about updates <a href="https://loftie-support.gorgias.help/en-US/updates-34919">here</a>.

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