Getting Help
Got a question or something doesn't look right? We're easy to reach — here's the quickest way to get an answer.
The fastest way: Slack
Every store gets a dedicated Slack channel with the LGL team. It's the best place for day-to-day questions, quick checks, and "hey, is this normal?" moments — you'll usually hear back fast.
Your account manager sets this up and invites you. If you're not in your channel yet, just ask.
Other ways to reach us
- Order questions — email [email protected]. Tracking, deliveries, returns — anything about a specific order.
- Technical or app questions — email [email protected] for the bigger "something isn't working right" stuff.
- Your account manager — reach them directly for account topics like pricing, new products, billing, and onboarding.
Not sure who to ask? Reach out anywhere — Slack's always a safe bet — and we'll point you the right way.
Helps us help you faster
When you message us about an order or product, it's handy to include:
- Your store (e.g.
your-store.myshopify.com) - The order number (e.g.
#1001) - The SKU, if it's about a specific product
- A quick note on what you expected vs. what happened — a screenshot never hurts
A few things you can handle yourself
- "Where's my order?" — use the tracking lookup on the app Dashboard. Enter the order number and you'll see its status right away.
- Changing a shipping address or cancelling an order — do it in Shopify before it ships and it syncs to us automatically. After it ships, give us a shout and we'll help with a return.
- Changing quantities or swapping items isn't automatic — catch your account manager before the order ships.
When in doubt, drop us a line in Slack. 🌱