Orders and Returns


We highly recommend creating a Loto Labs account before ordering – review current and past orders and save your shipping information, which helps expedite warranty services should you ever require it.

Order Confirmations

You will receive an order confirmation by email. If you have a problem completing your order online or are not certain if your payment was successful please contact us support via email. If you prefer to contact us by phone, please submit a support request with your phone number and preferred call back time.


All prices are quoted in US dollars. Foreign exchange rates apply and may depend on the date your order was placed.

As is standard practice, tobacco product excise taxes are included in the retail price. Tobacco products are subject to sales tax at the point of sale to the consumer.

All orders are subject to local sales tax.

Damaged/Incomplete/Incorrect Orders

If you receive an order shipped from Loto Labs that is damaged, incorrect, or incomplete, please contact us immediately. Please note: damaged or missing merchandise must be reported to us within 72 hours of the date of delivery. Failure to do so may result in the claim being denied by the shipping carrier and exclusion from our return/exchange/replacement policy. Please feel free to contact us with any questions regarding our policies.

Changing & Cancelling Orders

Loto Labs is unable to change or cancel orders once tracking information has been generated or an order has been customized, usually within 24 hours of packing your order. Please contact hello@lotolabs.com as soon as possible.

Return Policy

Please carefully research the product you are interested in before purchasing. Refunds are only available for unused devices purchased on lotolabs.com within 30 days of purchase. Devices purchased through an authorized Loto Labs retailer cannot be refunded by Loto Labs. All returns will be charged a 25% restocking fee.

If you would like additional information about any of our Loto Labs products, please contact us at hello@lotolabs.com. We are happy to help you make the right decision!


Loto Labs is dedicated to ensuring our customers receive the modern technologies, beautiful design and world-class support that encompass the brand.

Loto Labs advises consumers to be cautious when purchasing devices from unauthorized resellers as the quality, reliability and safety of these products is uncertain and in some cases, may expose the user to serious dangers not encountered with genuine Loto Labs products.

While Loto Labs would like to help the victims of counterfeiting we’re not able to reimburse money used to purchase infringing goods since such goods were not bought from Loto Labs, nor do we assist with the resolution of disputes, including assistance with PayPal or credit card refunds.

Contact Loto Labs to learn more about authorized dealers, as any product purchased outside of our exclusive sales network runs the risk of being counterfeit and is not guaranteed under warranty.