LubeZilla Frequently Asked Questions

Below you will find answers to the most frequently asked questions we get here at LubeZilla. We hope you will be able to easily locate the information you need below without having to wait for a response. If you have a question that isn't answered here, rest assured that we are always a few clicks away by emailing: support@lubezilla.com.

Privacy Policy

Your privacy is important to us at LubeZilla.com. In addition to discreet billing and shipping, any information you provide is completely secure and will only be seen by our administrators when processing your order. Your information will never be sold, bartered, or shared with any outside parties, except for verification purposes with the bank of the credit card you used to place your order.

LubeZilla does everything in it's power to protect the privacy of it's valued customers. We use the best SSL (secure socket layer) encryption software available for all data entered into our site. Your personal and financial information will always be safe and you can rest assured you are on a secure site.

NOTE: Once you click through to any third party websites through hyperlinks and banners on our page, you are then subject to the privacy policy of that website. Once you have left LubeZilla.com, we cannot be held liable for the actions of that website.

Return Policy

Customer service can be reached Monday through Friday 8am PST to 4:30 pm PST for any issues that may arise. You can reach a customer service representative at 866-810-5590.

What to Return

Customer satisfaction is our number one priority. We strive to provide 100% satisfaction on each and every order. If at all during the first 60 days of purchase you decide that you do not want to keep your product, we will accept a return on all unopened items. Refunds will be 100% less the cost of shipping. If your item arrived damaged, leaking, or defective we will replace or refund the entire amount of your order. Due to the nature of the products which Lubezilla sells, we cannot accept returns on any items which have been open and/or used. This policy is in place to protect our employees and anybody else handling the packages.

How to Return an item

We understand that returns happen and we want to make this as easy as possible on you, the consumer. To reach a customer service representative, you can fill out your request on the Contact Us page or over the telephone at 866-810-5590.

For your convenience, you may use our simplified automated return system through your My Account section.

  1. 1. Log In To Your Account
  2. 2. Click Return Items on the My Account page.
  3. 3. Find the item you want to return and follow the instructions on the page.
  4. 4. After submitting the form, one of our customer service representatives will contact you shortly to help you complete the process.

All returns should be mailed to:

LZ
5737 Kanan Rd.
Unit 554
Agoura Hills CA 91301

Refunds and Returns

Please allow up to 3 weeks for us to receive and process your refund/return. If at any time you would like a update on your order, return, or refund, please contact a customer service representative at 866-810-5590.

EMAIL PREFERENCES

Will I automatically start to receive emails if I place an order with LubeZilla?
You will only receive emails related to the order you place unless you check the box that states you wish to receive promotional emails.
What kind of emails would I receive if I check the box that states I wish to receive promotional emails?
Email subscribers receive our newsletter as well as special offers and exclusive discounts that aren't available to the general public.
What is in your newsletter?
In addition to exclusive discounts only offered to our subscribers, the LubeZilla News will keep you up to date on the newest releases from your favorite manufacturers, and offer educational information about different types of lube and what they are best used for.
What if I don't want to get the newsletter anymore?
You will be able to unsubscribe at anytime, either in your account settings or by clicking the unsubscribe link at the bottom of the newsletter.
Will I start getting spam from other companies if I sign up as an email subscriber?
No. For more information please see our privacy policy.
Can I register for an account but not sigh up to receive emails?
Yes. By registering for an account you will only receive emails that pertain to your order or answers to any questions you may have for us.
Can I switch to a different email?
Yes, you can go into your account settings after logging in and update your email preferences.
If I unsubscribe will I still receive emails from LubeZilla?
Unsubscribing will remove you from our newsletter and promotional offer emails. You will still receive correspondence pertaining to your order and will still get answers to any questions you send us.
I signed up but haven't received any emails, how can I be sure to get them in my inbox?
Due to the nature of our business, our emails may end up in your spam or junk folder. Be sure to add customerservice@lubezilla.com to your 'white list' to be sure our emails end up in your inbox.

CUSTOMER SERVICE

What is the quickest way to contact LubeZIlla?
Customer service can be reached Monday through Friday 8am PST to 4:30 pm PST for any issues that may arise. You can reach a customer service representative at:

Toll Free: 866-810-5590. International: 001.424.354.3300 Email: support@lubezilla.com
What hours is your customer support team open?
Monday through Friday 8:30 am to 4:30 pm
Do I have to order online?
We understand that some customers prefer not to enter their credit card information over the internet. We can assure you that your information is private and secure, however we also offer a PDF Order Form you can download here, which you can print and mail to us:

ADDRESS
LZ
Po Box 403
Agoura Hills CA 91376

We encourage any who are leery to please read our Privacy Policy for more information on secure shopping with LubeZilla.com
What hours is your customer support team open?
Monday through Friday 8:30 am to 4:30 pm
Do you have a catalog you can mail me?
No, we do not offer a print catalog. You can shop the website to learn more about the lubricants we offer and download the PDF Order Form if you prefer not to share your email or place an order over the internet. We encourage any who are leery to please read our Privacy Policy for more information on secure shopping with LubeZilla.com.
What if I'm not satisfied with my order?
Please see our Return Policy.
Do you make substitutions if what I ordered isn't available?
No. While it is unlikely that LubeZilla would be out of stock on any item, if that were to happen, you would see "OUT OF STOCK" on our website by the item.
Do I have to provide my credit card information to view your website?
No you may visit any part of LubeZilla.com you wish, however you will need to provide this information if you want to place an order online.
Can I place an order over the phone or have a live operator assist me?
Yes, you may call to speak with a customer service rep at 866-810-5590.
What is your wishlist feature and how do I use it?
Any items that catch your eye while shopping around LubeZilla.com but are not ready to buy can be added to your wishlist. This way you can come back to them later so you do not forget about them. To use it, simply click on the 'Wishlist' link while you are visiting a product detail page and the item will be added. When you are ready to view the items in your wishlist, click on the link at the menu bar at the top of the page.
Do you sell to individuals under the age of 18?
No, by signing up at LubeZilla.com, you agree that you are over the age of 18 years old.
Do you offer gift wrapping?
Yes! An additional charge of $3.50 will be added to each order with this option selected during checkout.

ORDERS

Will my neighbors be able to tell the type of product I've ordered from you?
No, your privacy is our priority at LubeZilla.com. We offer discreet shipping, in plain wrapped boxes or envelopes sent from D2, Inc. in the return address field. The mailman and your neighbors will never know what type of product you've ordered from us.
What forms of payment do you accept?
LubeZilla.com accepts the following forms of payment:
  • VISA
  • MasterCard
  • Discover
  • American Express
  • Paypal
  • Google Checkout
  • LubeZilla Gift Cards
Why didn't I get a confirmation email after placing my order?
You should expect to receive a confirmation email within 10 minutes of placing your order. Due to the nature of our business, or confirmation emails may sometimes go to your junk mail folder. If your confirmation email isn't in your junk mail folder or inbox within 10 minutes of placing your order you can email us for help at support@lubezilla.com.
What information do you collect if I place an order and what is it used for?
LubeZilla only collects the information necessary to verify your identity with your bank / credit card company when placing an order. We request your email address because our system is automated and the quickest way to process your order and get it shipped to you. We also request a phone number as a secondary means of contacting you in the case of there being a problem with your order.
Do you ship to PO Boxes including APO, FPO?
Yes, we ship to all APOs, FPOs, and PO Boxes. For standard shipping please allow up to 30 days for your order to arrive for APO & FPO boxes only. Priority shipping will reduce your wait time by about half.
I think I should have my order by now, where is it?
The confirmation email sent to you after placing an order contains the tracking information you will need in order to track the status of your order online.
What is your return policy?
Please see our Return Policy.
Will my bank or credit card company know that I am buying adult items?
No, in addition to discreet shipping we offer discreet billing. Your order will show up as D2, Inc. on your bank or credit card statement.
Can I order by phone instead?
Yes, you can order by calling 866-810-5590.
Can I order by regular mail instead of online?
Yes, we understand that some customers prefer not to enter their credit card information over the internet. We can assure you that your information is private and secure, however we also offer a PDF Order Form you can download here, which you can print and mail to us:
ADDRESS:
LZ
Po Box 403
Agoura Hills CA 91376

We encourage any who are leery to please read our Privacy Policy for more information on secure shopping with LubeZilla.com
Does LubeZilla accept PayPal?
Yes!
Can I still order if I am outside the United States?
Yes! You can order but please understand that it may take up to 30 days to receive your order unless you otherwise paid for expedited shipping.
Can I add something to an order I have already submitted?
No, once you have placed an order it is automatically processed. If you would like to add something else, you may place an additional order that will be processed separately.
Do you take special orders for products you don't have on your website?
LubeZilla prides itself on offering every lubricant in every size from every manufacturer. If you know of a lubricant that we do not carry, please email us and we will be sure to add it to our inventory as soon as possible.
Do I need to be home to sign for my package?
Any orders for more than $250 require a signature upon delivery. If you have any special shipping instructions, such as "leave behind gate, beside porch, with neighbor," etc please be sure to include that information in the "Special Shipping Instructions" box provided on our website during checkout.

DOMESTIC SHIPPING

Please note that the only method of shipping to PO Boxes is USPS Priority. We can only ship Overnight and 2-day packages to a physical street address.

How do I get free shipping?
That is easy! Just purchase $50 or more of any product or combination of products to automatically qualify for free shipping. Please note that this offer is not valid for deliveries to AK, HI, GU, PR, NM, VI, APO, FPO, International, and PO Box addresses.
How will I know my shipping costs?
We pass along all charges to our customers and do not increase our prices at all. We sell health and beauty products, not shipping, so please rest assure we are not making money on your shipping charges. Our sophisticated software takes into consideration which shipping method you chose plus a combination of your shipping code, weight, and cost of product to arrive at your shipping costs. Final costs will be shown in your shopping cart. If you have any questions, please feel free to call us direct at 1-866-810-5590.
Which shipping methods do you offer?

For domestic shipping to physical street address we currently offer

  • USPS Standard Post (most economical method) - USPS Standard Post Shipments take between 1-8 days depending on your geographical location
  • USPS Priority - USPS Priority deliveries will take 1-5 days depending on your geographical location
  • Fedex Priority Overnight
  • Fedex Priority Overnight Saturday Delivery
  • Fedex 2-day
  • Fedex Express 3-day

For K, HI, GU, PR, NM, VI, APO, FPO, and PO Box addresses we offer

  • USPS Priority
What in your shipping schedule?

If your order is placed...

Before 3:00PM PST from Tuesday to Friday will be shipped out the same day (on Mondays: place order before 12:00PM PST for the same day shipping)

UPS Next Day and Second Day before 3:00PM PST from Tuesday to Friday will ship out same day

After 3:00PM PST from Tuesday to Thursday will ship out on the next business day

After 3:00PM PST on Friday will be shipped out on the following business day, Monday.

What is your Priority shipping schedule?

USPS Priority deliveries will take 2-5 days, counting from the shipping date. So if an order ships Monday then the expected delivery would be by Thursday of that week.

Fedex Next Day shipments will ship same day if placed before 3:00PM PST and arrive on the following business day.Examples:

  • A Next Day order placed on Tuesday before 3:00PM PST will arrive on Wednesday.
  • A Next Day order placed on Friday before 3:00PM PST will be delivered on the following Monday).
  • A Next Day order placed on Friday after 3:00PM PST will be shipped on Monday to be received on Tuesday (unless Saturday Delivery is requested for an additional $15.00 fee).

UPS Second Day orders will arrive on the following 2nd business day.Examples:

  • A UPS Second Day order placed on Tuesday before 3:00 pm PST will ship out the same day and arrive on Thursday.
  • A UPS Second Day order placed on Friday before 3:00PM PST will be delivered on the following Tuesday
  • A UPS Second Day order placed on Friday after 3:00PM PST will ship out on Monday to be delivered on Wednesday

INTERNATIONAL SHIPPING

Please note that all international orders must pass through customs which may affect your delivery date.

Do you ship to other countries?

Yes, we at Lubezilla enjoy sharing our great educational resources as well as awesome prices with the rest of the world. Please keep in mind that it is not legal to ship to all countries so please check with your local government to ensure the legalities of receiving the products you want to order.

How will you ship my international order?

All international shipping methods depend on a combination of weight and product cost. The most common ways that we ship international shipments are USPS Priority International Fedex International Economy, Fedex International Priority, and Fedex Canada Ground.

What will it cost to ship to my country?

We pass along all charges to our customers and do not increase our prices at all. We sell health and beauty products, not shipping, so please rest assure we are not making money on your shipping charges. Our sophisticated software takes into consideration the method of shipping you chose plus a combination of your shipping code, weight, and cost of product to arrive at your shipping costs. If you have any questions, please feel free to call us direct at 1-866-810-5590.

Will There any additional fees to my country?

Please check with your local customs office but each country many have a separate set of import duties, fees and customs charges

Can my billing address be different from my shipping address?

Unfortunately not. Both your international billing and shipping addresses must match.

What happens if my international order gets returned to you by customs?

If your international order gets returned to us before you are able to receive it, you will be immediately refunded the total amount of your order less the original shipping charges.

APO/FPO

Please note that all APO/FPO orders must pass through military customs which may affect your delivery date.

How do I fill out my address if I am APO/FPO?
  • For City, Enter either APO (for Army Post Office) or FPO (for Fleet Post Office).
  • For State, Select AA (Armed Forces Americas), AE (Armed Forces Europe, Middle East), or AP (Armed Forces Pacific).
  • Enter the zip code provided by the military.
  • For Country, select United States regardless of where the recipient is stationed.
  • Because of military guidelines, we have to ship your order via the United States Postal Service
How will you ship my APO/FPO order?

The only option we are allowed to ship APO/FPO orders is through the USPS via USPS Priority mail.

What will it cost to ship to my military address?

We pass along all charges to our customers and do not increase our prices at all. We sell health and beauty products, not shipping, so please rest assure we are not making money on your shipping charges. Our sophisticated software takes into consideration a combination of your shipping code, weight, and cost of product to arrive at your shipping costs. If you have any questions, please feel free to call us direct at 1-866-810-5590.

What happens if my military order gets returned to you by customs?

If your military order gets returned to us before you are able to receive it, you will be immediately refunded the total amount of your order less the original shipping charges.