Lhanel

Hello, I sincerely apologize for the frustration you’ve experienced. Please know that this is not the intention or the experience we want for our customers. We understand how discouraging it is to see different shipping timelines while you are still waiting for your own order. To clarify the situation, we have recently been able to improve our fulfillment speed for new batches, which is why current orders are now showing a 1–2 week pre-order window as we have an upcoming fulfillment. However, for us to investigate your specific case and verify what issue occurred with your order, we need to locate your account. Please email us at [email protected] with your order number or the email address used at checkout. Once we have those details, we will investigate immediately to provide you with a clear explanation and a resolution. We are committed to taking accountability and fixing this for you. Lhanel Team

Hello Denise, We sincerely apologize for the delay and for making you feel this way. Please know that this is never our intent, and we truly regret the frustration this experience has caused you. To verify your order status and look into your previous interactions with our support team, we need to locate your account. Currently, we are unable to find an order under the name provided. Please email us directly at [email protected] with your order number or the email address used at checkout. This will allow us to investigate immediately and resolve your refund request. We are not a scam company, but we understand that communication gaps can feel that way. We are committed to making this right for you as soon as we can identify your purchase. Lhanel Team

Hi C, We sincerely apologize for the delay in our response and for the disconnect you’ve experienced. We understand how frustrating it is when communication doesn't meet your expectations, and we would be happy to guide you and provide the most accurate information regarding your purchase. To clarify, it was indicated on our website throughout January that the Rock Stepper was a 3–5 week pre-order item. We strive to make these timelines as clear as possible, though we regret if this was overlooked during your checkout process. We want to resolve this for you immediately; however, we are currently unable to locate an order under the name "C. Brown." Before you proceed with a credit card claim, please email us directly at [email protected] with your Order Number or the exact email address used for the purchase. This will allow us to pull up your account, provide a status update, or process a refund if that is what you prefer. We value your business and are committed to showing you that we are a legitimate team working hard to fulfill every order. Lhanel Team

Hi Crystal, We sincerely apologize for any confusion regarding your order status and for the frustration this has caused. Please know that the Rock Stepper was a 3–5 week pre-order as indicated on the website at the time of purchase. Since your order was placed on January 30th, it is currently still within that specified timeframe. I also wanted to clarify that we see you sent us an email on February 20th regarding your tracking inquiry. Our records show that we replied back to provide the 3–5 week timeframe update. It’s possible our message may have landed in a different folder, so please do check your spam or promotions tab just in case. I will be sending you a direct email shortly to sort this out with you personally and ensure we are on the same page. Lhanel Team

Hi Laura, We sincerely apologize for the lack of response and the frustration this has caused. Please be assured that your order is active and our team is working hard to get it to you. Regarding your previous inquiries, our support team processes emails from oldest to newest to be as fair as possible. Our system is designed such that sending multiple follow-ups can inadvertently move your thread to the "front" (most recent) position, which unfortunately resets your place in the queue and delays our response time. To clarify your shipping status, while our standard pre-order window is 3–5 weeks, your order followed our Important Holiday Pre-Order Notice (Nov 10 – Dec 20). Due to exceptionally high demand during that period, these orders currently have an estimated dispatch timeframe of 6–9 weeks from the date of purchase. We will be sending you an email shortly to address your specific order details directly. Lhanel Team

Hello Erin, Thank you for reaching out. We want to clarify that the Rock Stepper is a 3–5 week pre-order, as indicated on the product page at the time of purchase. Upon checking our records, I see that we have been in contact with you regarding your inquiry. You previously acknowledged our response by thank you for our response and mystery gift. Please rest assured that we are monitoring your shipment closely to ensure the completeness of your order and the inclusion of your gift upon arrival. We will also be sending you a direct email shortly to provide further specifics on your delivery status. Lhanel Team

Hi, I completely understand your frustration in waiting for your Rock Stepper and feeling like your previous messages have gone unanswered. I want to sincerely apologize for any stress this wait has caused. To clarify our shipping process, the Rock Stepper is currently operating on a 3–5 week pre-order schedule, which is noted on our product page at the time of purchase. Since you mentioned ordering about a month ago, your order is likely right within that standard fulfillment window. We definitely want to provide you with the most accurate update on your specific dispatch date and investigate your previous emails to see why you haven't received a response. However, we are currently unable to locate an account, order number, or prior correspondence in our system under the name "Still waiting." To help us resolve this for you immediately, Please email us at [email protected] with the subject line: Attention: Kris - Trustpilot and I will sort this out for you. Lhanel Team

Hello Sydney- Renee, We completely understand your frustration and sincerely apologize for the delay with your order. Your order, placed on January 7, 2026, is currently in its 6th week. While our standard pre-order window is 3–5 weeks, orders placed after our Important Holiday Pre-Order period (November 10 – December 20, 2025) may take 6–9 weeks due to exceptionally high demand. All orders are fulfilled in the order they are received, and once shipped, a confirmation email with tracking details will be sent. We’re actively working to get all orders dispatched as quickly as possible. I will also be reaching out to you directly via email to provide a personal update and ensure your concerns are addressed. We truly appreciate your patience and understanding. Lhanel Team

Hello A.F, We understand your frustration regarding the wait, but we would like to clarify the facts regarding our communication and your refund request. To address the timeline, our standard pre-order fulfillment is 3–5 weeks. However, all orders placed during our peak season are subject to the Important Holiday Pre-Order Notice (Nov 10 – Dec 20). While your order was placed on January 10th, the high volume from that period created a production backlog that we are currently working through, which is why your item is in the final production phase. Regarding your claim that we have refused a refund, we cannot locate any order with alias used. Please email us at [email protected] with the subject line "Attention: Kris - Trustpilot" and include your order number. This will allow us to identify your account and address your refund request or shipping status accordingly. Lhanel Team

Hello Mindy, Thank you for reaching out and sharing your feedback. We sincerely apologize for the frustration caused by this delay. To provide some context, orders placed during the peak holiday season (between November 10th and December 20th) faced an extended dispatch window of 6–9 weeks due to exceptionally high demand and holiday logistics. We’ve looked into your account and see that your order was placed on December 28th. Because this was right at the end of the busy holiday period, it fell into a high-volume processing window that unfortunately extended the dispatch timeframe beyond our usual estimates. We are working hard to clear this specific batch, and I understand that eight weeks is a significant wait. Our team has just sent you a personal email to provide a specific update on your shipment and to offer a resolution for this delay. Please check your inbox (and your spam folder) so we can ensure this is sorted out for you right away. Lhanel Team

Hi MiMiNat, We understand your concern and we want to ensure you are updated, but we are unable to locate an order or any recent email correspondence under the name or alias provided in this review. Because we cannot identify your account, we have been unable to reach you. Regarding the timeline: Your order was placed on December 20, which places it squarely within our Important Holiday Pre-Order Notice (November 10 – December 20). Please check here https://lhanel.co/pages/shipping-info As noted at the time of purchase, orders placed during this specific window have a processing time of 6–9 weeks to accommodate the holiday volume, rather than the standard 3–5 weeks you mentioned. As we are currently just past the 6-week mark, your order is not late; it is still well within the scheduled fulfillment window and moving through production as planned. Please email us at [email protected] and reference this Trustpilot review with your correct order number so we can confirm your status directly. Lhanel Team

Hi Kimberly, We understand you’re looking for a status update on your order. To provide some clarity on our process, our standard pre-order timeframe is 3–5 weeks. However, orders placed between November 10 and December 20 fall under our Important Holiday Pre-Order Notice, which carries an estimated fulfillment window of 6–9 weeks. Because your order was placed on December 18, it was being processed within that holiday schedule. However, upon reviewing our records, we see an active email communication with you regarding this purchase. Our logs show that a cancellation request was submitted and subsequently granted and processed on February 5. Since the order has been cancelled and processed per your request, no shipping information will be generated. We will be reaching out to you directly to provide the formal confirmation of this transaction and ensure you have all the necessary details. Lhanel Team

Hello Almalyn, We understand you are eager to receive your Rock Stepper, and we appreciate your patience. To clarify our process, the standard estimated dispatch timeframe for our pre-orders is 3–5 weeks. However, as stated on our website during the peak season, orders placed during the holiday window are subject to our Important Holiday Pre-Order Notice, which carries an extended timeframe of 6–9 weeks due to high volume. Since your order was placed on December 29, it falls within this holiday processing period. At just over 6 weeks, your order is moving through our production queue exactly as planned and is not currently delayed. We will be reaching out to you directly through email to secure your correct order information and provide you with a formal status update. Lhanel Team

Hi Julie, We understand your disappointment in not receiving your Rock Stepper yet, and we want to ensure you have the correct information regarding your order’s progress. To clarify our process, the standard estimated dispatch timeframe for pre-orders is 3–5 weeks. However, please note that we implemented an Important Holiday Pre-Order Notice (applicable to orders between November 10 – December 20) which carries a fulfillment window of 6–9 weeks due to seasonal volume. Since you ordered on January 3rd, your order is currently at the 5-week mark. This means it is within the standard processing window and is moving through our production queue as planned. I have reached out to you directly for the status update of the order and ensure that everything runs smoothly. Lhanel Team

Hi Friendly Bob, We understand your frustration and appreciate the opportunity to clarify the situation regarding your order and our communications. To provide context, the standard estimated dispatch timeframe for the Rock Stepper is 3–5 weeks. During our peak season, however, orders placed between November 10 and December 20 are subject to our Important Holiday Pre-Order Notice, which carries a fulfillment window of 6–9 weeks. Your order is currently being processed within this scheduled production queue. Regarding your request, our records indicate that we previously sent two separate request in this platform for specific order details so that we could assist with your cancellation or refund. We haven’t yet received a response, and we want to make sure we have the correct information to resolve this for you. Additionally, we have been unable to locate an account or order history under the name or email provided, which is why we’ve had difficulty matching your review to an active order. Once we have the correct details, we’ll be happy to help you promptly. Thank you for your understanding and for working with us to sort this out. Lhanel Team

Hi Victoria, We understand your frustration regarding your Rock Stepper order, but we want to ensure the facts regarding our process are clear. To clarify our timeline, the standard estimated dispatch for pre-orders is 3–5 weeks. However, as noted on our website, we implemented an Important Holiday Pre-Order Notice (Nov 10 – Dec 20) which carries a fulfillment window of 6–9 weeks due to high seasonal volume. As your order was placed on December 24, it falls immediately following that peak window and is being processed accordingly within our production queue. We have sent you an email to the address on file asking for a final update regarding how you wish to proceed. Please check your inbox (including your spam folder) or email us directly at [email protected] referencing this Trustpilot review so we can finalize your request. Lhanel Team

Hello Elizabeth, We sincerely apologize for the frustration and the lack of updates regarding your order. We have successfully located your order in our system, and we would like to clarify the timeline for your Rock Stepper to ensure you have the correct information. Our standard estimated dispatch timeframe for pre-orders is 3–5 weeks. As your order was placed 4 1/2 weeks ago, it is currently still within this standard fulfillment window. Your order is moving through our production queue exactly as scheduled and is not considered delayed. Please note that tracking numbers are typically activated once the package hand-off to the carrier is finalized at the end of the pre-order period. We have reached out to you directly via the email address on your order to provide a formal status update and ensure you have the correct tracking details as they become available. Lhanel Team

Hello Kathryn, We would like to clarify the facts regarding your request and our ongoing communication. To address the timeline first, our standard pre-order fulfillment is 3–5 weeks, with an extended 6–9 week window for orders placed during our Important Holiday Pre-Order Notice. However, as your request was for a cancellation, we focused on providing you with the best possible resolution. Regarding our communication, we have been in active contact with you. The 15% and 30% discounts were provided as optional offers to ensure we have given all our most generous resources and alternatives to you before closing the order. Our goal is always to provide every possible resource to our customers to ensure satisfaction. Lastly, we can confirm that your order has now been officially cancelled by our team following the final confirmation of the last offer provided. The refund has been processed on our end. Lhanel Team

Hi Kelly, We understand your disappointment regarding the wait, and we want to ensure you have the correct information regarding your order’s progress. To clarify our process, the standard estimated dispatch for the Rock Stepper is 3–5 weeks. However, as noted on our website, we implemented an Important Holiday Pre-Order Notice (Nov 10 – Dec 20). Because your order was placed on December 22, it falls immediately following that peak window and is being processed within an estimated fulfillment window of 6–9 weeks due to high seasonal volume. At the 7-week mark, your order is moving through our production queue exactly as scheduled and is not considered "behind." Rest assured as indicated in my email, I will be reaching out to you directly to secure your correct order information and provide a formal status update. Lhanel Team