Frequently Asked Questions
Here you can find answers to common questions about your account, virtual gifts, physical products, payments, refunds, privacy, and customer support.
Account & Login
How old do I need to be to create an account?
You must be at least 13 years old to create an account and use our services, subject to applicable laws and our Terms of Service.
Where local laws require a higher minimum age or parental or guardian consent, the applicable local requirements will apply.
I forgot my password. What should I do?
Use the “Forgot Password” option on the login page and enter the email address associated with your account.
If you do not receive the password reset email, please check your spam or junk folder.
If you still need assistance, contact us at:
Can I change my username or registered email address?
Certain account information may be updated directly through your account settings.
If you need assistance changing your registered email address or other important account information, please contact:
For security purposes, we may ask you to verify account ownership before making certain changes.
Virtual Gifts
Are virtual gifts refundable?
Virtual gifts and digital support purchases are generally final and non-refundable once successfully processed or delivered, except where a refund or cancellation right is required by applicable law.
Refunds may be considered in limited circumstances, including:
- Duplicate charges
- Confirmed fraudulent transactions
- Technical errors
- A service-related issue that prevents the virtual support item from being successfully processed or delivered
Please review our Refund & Returns Policy for additional information.
What information does a creator see when I send a virtual gift?
Content creators may receive limited information necessary to identify or acknowledge your support, such as:
- Your display name
- Your username
- The virtual support item purchased
- Limited order or support information where appropriate
We do not intentionally share private contact information, payment card details, or other sensitive information with content creators unless necessary to provide the service, required by law, or authorized by you.
Can I cancel a virtual gift after placing an order?
Virtual gift orders are generally processed quickly after payment has been successfully completed.
Once a virtual support item has been successfully processed or delivered, the order generally cannot be canceled, except where required by applicable law.
If you believe an order was placed incorrectly because of a technical issue, please contact us as soon as possible:
Physical Products
How long does shipping take?
Physical merchandise is generally processed within 1–3 business days.
Delivery times may vary depending on:
- Destination country or region
- Shipping method
- Logistics provider
- Customs processing
- Local delivery conditions
- Other circumstances outside our reasonable control
Tracking information will be provided where available.
Can I return or exchange a physical product?
Eligible physical products may generally be returned or exchanged within 14 days of delivery, subject to our Refund & Returns Policy and any rights provided by applicable law.
Returned products may be required to:
- Be unused
- Be in their original condition
- Include original packaging where applicable
- Meet the eligibility requirements in our Refund & Returns Policy
Please contact us before returning any product:
Who pays for return shipping?
Customers are generally responsible for return shipping costs when the return is due to a change of mind or another customer-related reason, except where applicable law provides otherwise.
If the item you received is damaged, defective, or incorrect, please contact us first.
If the issue is confirmed, we may provide an appropriate solution, including replacement, refund, or covering reasonable return shipping costs where applicable.
Payments & Refunds
What payment methods do you accept?
Available payment methods may include:
- Major credit cards
- Major debit cards
- PayPal
- Other payment methods supported by our payment processors
Available payment options may vary depending on your country, region, device, or payment provider.
Payment information is processed through third-party payment providers. We do not intentionally store complete payment card numbers on our servers.
How long does a refund take?
Once an eligible refund has been approved, we generally process the refund request within 3–5 business days.
After we process the refund, the time required for the funds to appear in your account depends on your:
- Bank
- Card issuer
- PayPal account
- Other payment provider
Additional processing time may apply depending on the payment provider.
Why did my payment fail?
If your payment cannot be completed, please check:
- Card or payment information
- Expiration date
- CVV/security code
- Available balance or credit limit
- Billing information
- Whether your bank or payment provider blocked the transaction
Payment providers may also decline, delay, or review transactions for security, compliance, or fraud-prevention reasons.
You may also try another available payment method.
If the problem continues, please contact:
Privacy & Security
How is my personal information protected?
We use reasonable technical, administrative, and organizational safeguards designed to protect personal information against:
- Unauthorized access
- Misuse
- Loss
- Alteration
- Unauthorized disclosure
- Destruction
However, no online system, payment system, or electronic storage method can be guaranteed to be completely secure.
For additional information, please review our Privacy Policy.
Can I request access to or deletion of my personal information?
Depending on your location and applicable law, you may have certain rights regarding your personal information, including the right to request:
- Access
- Correction
- Deletion
- Restriction of certain processing
- Information about how your personal information is used
To submit a privacy-related request, please contact:
We may need to verify your identity before processing certain requests.
Some information may need to be retained where required for legal, tax, accounting, fraud-prevention, or dispute-resolution purposes.
Customer Support
How can I contact LMXQ?
For questions regarding orders, payments, virtual gifts, physical products, refunds, privacy, or other matters, please contact:
Email: fc10086a@outlook.com
We generally aim to respond within 1–2 business days, although response times may vary during busy periods.
Where can I find LMXQ’s policies?
You can review the following pages on our website:
- Privacy Policy
- Terms of Service
- Refund & Returns Policy
- FAQ
Does LMXQ update its policies?
Yes.
We may update our policies from time to time to reflect changes in our services, business practices, technologies, or applicable legal requirements.
When significant changes are made, the updated version will be published on the LMXQ website, and the relevant “Last Updated” date will be revised.
Where required by applicable law, we may provide additional notice regarding material changes.