When something needs attention — an order question, a website issue, a setting you can't find — you shouldn't have to wonder how to get help or how long it will take. Here's exactly how to reach us and what to expect.
Our Support Hours
Standard support hours are Monday through Friday, 9:00 AM – 5:00 PM EST.
Extended Holiday Hours
During the week leading up to Valentine's Day and the week leading up to Mother's Day, we extend our hours so you have support when your shop needs it most:
Monday – Friday: 8:00 AM – 8:00 PM EST
Saturday – Sunday: 8:00 AM – 6:00 PM EST
These extended hours apply only during those two holiday weeks. The rest of the year, our standard hours (Monday – Friday, 9:00 AM – 5:00 PM EST) apply.
Ways to Reach Us
1. Chat — the fastest way to get help
Open the chat from inside your Lovingly account. Chat is usually the quickest path to a resolution. If you're not sure which channel to use, use chat.
2. Email
Write to help@lovingly.com. Email works well for questions that aren't time-sensitive or that include attachments, screenshots, or details you want us to review.
3. Phone
Call (800) 533-1787 during support hours.
What to Expect When You Reach Out
When you start a chat, you'll meet Fin first. Fin is our always-on assistant — he knows every help article in our library and resolves most common questions on the spot, any hour of the day. Think of him as the fastest way to an answer, not a gate you have to get past.
If Fin can't solve it, he won't make you go in circles. He'll bring in your account management team, and a member of that team picks it up from there.
Once your question is with the team, here's what you can expect:
Urgent, business-affecting issues are prioritized — same business day whenever possible, and never later than the next business day.
Most questions get a response within 1–3 business days — often much faster.
Complex requests — detailed reporting, strategic planning — can take up to 5 business days. Your account manager will tell you what to expect up front.
Whatever the channel, you'll always know who's helping you and what happens next.
If It's Urgent
If something is actively affecting your business — your website is down, orders aren't coming through, or payments aren't processing — do this:
During support hours: Start a chat and say it's urgent in your first message. Urgent issues move to the front of the line.
Outside support hours: Start a chat with Fin. He's available 24/7 and can resolve many issues immediately. Anything he can't resolve is flagged for the team and reviewed first thing the next business morning.
The more specific you are — what you were doing, what you expected, what happened instead — the faster we can fix it.
Questions about your account, your website, or your tools? Reach out. That's what we're here for — so you can get back to running your shop.