FAQS

Q: Are there other options for me to purchase the products other than through the website?

A:

  1. Working Hours (Monday – Friday from 08.00 – 17.00 hours) : Contact us via email at orders@lobo.co.th or  via phone at 02-3840036 ext. 1520 stating the product and quantity, and our staff will proceed to order for you.
  2. After Hours : Contact us via email at orders@lobo.co.th or via Facebook  at https://www.facebook.com/messages/LoboFanpage/

Q: Can I make adjustments to my recent purchase? How?

A:  Please be noted that customers are able to adjust their orders only if the parcel has not been handed over to the post office. This includes the address of delivery, list of products, and quantity.

  1. Working Hours (Monday – Friday from 08.00 – 17.00 hours) : Contact us via email at orders@lobo.co.th or  via phone at 02-3840036 ext. 1520.
  2. After Hours : Contact us via email at orders@lobo.co.th or via Facebook  at www.facebook.com/LoboFanpage/messages

Q: How much do I need to buy to get free shipping? What are the conditions?

A: For orders at 500 THB or more, we offer free shipping with the following conditions:

  1. Gross weight (product  weight + packaging  weight) under 2 kilograms, we offer free registered mail delivery. (Takes 3-7 working days, depending on the area of delivery)
  2. Gross weight (product  weight + packaging  weight) over 2 kilograms, we offer free parcel post delivery. (Takes 3-7 working days, depending on the area of delivery)

Remarks: Customers can also choose EMS delivery if you cannot wait that long or in case of urgent matter. However, customers are responsible for the delivery fee.

Q: How can I track my order?

A: Customers will be able to track their order via email. We will be sending you an email stating the tracking number for your order within a few working days after we have received the payment confirmation.

  • Registered Mail and EMS – The tracking number will start with the letter “R” for registered parcel, and “E” for EMS parcel. Copy the given tracking number and paste it on http://www.lobo.co.th/en/tracking . It will take 3-7 days for registered parcels, and 1-3 days for EMS parcels, depending on the area of delivery.
  • Parcel  post– The tracking number will start with the letter “P”, but the given tracking number via email is not valid on our Tracking page or Thailand Post’s website. If you would like to check its status, kindly contact Thailand Post’s call center at 1545 and ask for the phone number of the destination’s post office to contact them about your parcel, or contact us via phone at 02-3840036 ext.1520 to help track your order. The duration of delivery will take up to 3-7 working days, depending on the area of delivery.
  • Our  website – You can also check the delivery status 3-5 days after purchasing on our website by simply log in here

Q: How can I return or refund my purchase?

A: We do not accept returns or refunds. However, if the products received are defected or in very bad condition, please contact us at:

  1. Working Hours (Monday – Friday from 08.00 – 17.00 hours) : Contact us via email at orders@lobo.co.th or  via phone at 02-3840036 ext. 1520.
  2. After Hours : Contact us via email at orders@lobo.co.th or via Facebook  at https://www.facebook.com/messages/LoboFanpage/

*In case of defected products found, please keep the product as we will have to ask for more information or that actual product for our Quality Assurance department to investigate.

Q: I forgot my username and Password.

A: Simply click here and fill in your email address. The system will send you a link to renew your password.

Q: Do you ship overseas?

A: We only accept order within Thailand. However, when the opportunity comes, we hope to be able to serve our customers overseas.

Q: What is the product’s shelf life? How can I be sure if the products I ordered will be fresh from your stock?

A: Our product’s shelf life varies from 18-24 months depending on the type of product. However, our policy for online purchases is the product must have at least half of its actual shelf life when delivered to our customers.

Q: What are the payment methods available?

A: 

  1. Credit Card – Visa and Master Card
  2. Debit Card – All banks that support online transactions
  3. Direct Tranfers – After receiving the email stating the amount of your purchase, you can transfer the amount given through your bank of choice, via ATM, or Online Banking. Please keep the slip or receipt as evidence to inform us afterwards.
  4. Counter Service/Over the Counter :
  • Counter Service at Seven-Eleven, Tesco Lotus, Big C
  • mPay by AIS
  • Pay@Post by Thailand Post
  • Just Pay by TOT

*Remarks – There may be service fees when arranging payments over the counter*

Q: Do I need to inform you when I have arranged the payments?

A: If you chose to pay via credit or debit card, you don’t need to inform us again as it is done automatically. The system will inform us right away when the transaction is successful.
However, for customers that chose to pay by transferring directly or over the counter, customers must inform us the payment details, stating your order number, date and time, and bank name via email at orders@lobo.co.th , via Facebook at https://www.facebook.com/messages/LoboFanpage/ , or on our payment confirmation page here.
Kindly inform us within one day so that we can process the order to you as soon as possible

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