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FAQ


Where is Secret Lane based?

Secret Lane is based in NYC, NY.

May I cancel my order?

If you ordered within the past 24 hours and changed your mind, we offer hassle-free cancellations. Simply email us at support@getsecretlane.com, and we will issue a refund to you, as long as your order has not been shipped out.

If you ordered more than 24 hours ago, the order will have been processed and we cannot offer an immediate refund. However, once you receive your order, you have up to 30 days to contact us for a refund.

How does shipping / tracking work?

Once your order has processed and shipped, we will send a shipping confirmation email. This can take 2-3 business days. Once your order is shipped, you can expect your order to arrive between 8-10 business days.

If you did not get an email with your tracking number, please send us a message at support@getsecretlane.com.

Please note that due to COVID-19, there may be slightly delayed delivery times, depending on the postal service in your country. If you are experiencing delays, you may reach out to us via email for assistance.

Still need help?

If the FAQ is unable to answer your questions, please email us at support@getsecretlane.com.

To expedite our customer service team, please provide the name that the order was placed under along with the order confirmation number. Please note that other communication methods (like Facebook) are not monitored on a daily basis for customer service inquiries, so emailing will provide you the fastest support.