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Find quick answers to your questions below...

My Account

Logging Account

1) Please login here or create an account here
2) Enter your email address. 

3) Select "I am a new customer". 

Simply follow the prompts to complete setting up your account. 


Creating Account

Click the "My Account" link at the top or bottom banner of our site, to edit your account information.


Forgot Password

Click the "My Account" link at the top or bottom banner of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.

Shipping Costs

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. 

Shipping Schedule

Please see "Ordering Guidelines." After placing your order, you may click the "My Account" track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24 hours of shipment. Please contact us asap if you do not receive an email confirmation within 10 minutes after you order.

Return Policy

In order to maintain the quality of all our products, Lily's Vegan Pantry does not accept any returns or exchanges. If you feel that you have received the wrong product, please contact customer service within 24 hours of receiving the product.

ORDER STATUS

Has my order shipped?
Click the "My Account / Order Status" link at the top right hand side of our site to check your orders status.

How do I change quantities or cancel an item in my order?
Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.

How do I track my order?
Click the "My Account / Order Status" link at the top right hand side of our site to track your order. My order never arrived. Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

An item is missing from my shipment.
Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

My product is missing parts.
Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

When will my backorder arrive?
Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.


BUYERS GUIDE

How do I find my product?
To find the product(s) you're looking for, you may
(1) use the navigation menus on the top, left & bottom of our website
(2) type a keyword into the SEARCH box.
If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I navigate the site?
To navigate this website, simply click on a category you might be interested in. Categories are located on the top, left & bottom of our website. You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I use a coupon?
After adding items to your cart, click the "View Cart" link at the top of this site to view your cart. At the bottom of the shopping cart you'll see a box where you may enter your coupon code.


PRICING AND BILLING

Do I have to pay sales tax?
There is no sales taxes.

I have a question on my charges.
Click the "My Account / Order Status" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service at 212.334.4428 for further assistance.

I need a copy of my receipt/invoice.
Click the "My Account / Order Status" link at the top right hand side of our site to print invoices.

When will my credit appear on my account?
Credits usually take 7-10 business days from the time we receive your item(s).

When will my credit card be charged?
Your credit card will be charged within 24 hours prior to shipment of your item(s).

How do I buy/redeem a gift certificate?
To purchase a gift certificate for someone, click here. If you are the recipient of a gift certificate and would like to redeem your gift certificate, click here.


INTERNATIONAL SHIPMENTS

Do you ship to my country?
Unfortunately we cannot ship to international orders at this time. We will inform our customers once this option is available.

However we do have many customers that purchase wholesale from us and ship to their own countries. Please contact us for more information regarding international distributors.


Please contact us if there are any additional questions.

Retail Phone Contact
877.668.2668
212.334.4428
212.334.4489

Fax
212.334.4423

Email
[email protected]
WHOLESALE INQUIRIES

Please contact us 212.334.4428 and we will be glad to assist you.

How do I create an account?

1) Click the "My Account / Order Status" link at the top right side of our site.
2) Enter your email address.
3) Select "I am a new customer".

Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?

Click the "My Account / Order Status" link at the top right hand side of our site to edit your account information.

How much is my shipping?

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.

I forgot my password.

Click the "My Account / Order Status" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.

How do I return my product?

Please click here for more information on returning an item.

I received the wrong product.

If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.

What is your return policy?

Please see our Terms & Conditions for complete details regarding our return policy.

When will my order ship?

Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "My Account / Order Status" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.