Hi, I'm John Bryce, a founder & owner of The Lupulin Exchange and a brewer, just like you. I personally answer every support ticket as quickly as possible. If you need help, create a support ticket or check below for some quick answers:
- I received the wrong product, a partial shipment, or have a quality issue
- How do I file a shipping claim for lost or damaged hops?
- How long will it take my hops to arrive?
- How to message another seller or buyer
- LEx Order Cancellation & Refund Policy
- Returns
- How do I change my order?
- Can an order be hand-delivered or picked up?
- Error on the site? Check for Active Incidents at the top of this page, if none, Create a Support Ticket
- Feature request? Post your idea to the LEx Community
A note on response times: some say that my "support is lightning fast." I'm located in the ET time zone (Virginia, USA), but I'll still answer your ticket outside of ET business hours if I'm awake and not driving one of my kids to field hockey/lacross/basketball/soccer practice. I always prioritize the most urgent support tickets because I know what it's like to flag down a UPS truck so that a dry hop or whirlpool addition can happen at the right time. I hate waiting for answers, and I never want to keep you waiting. That's why I've built out an extensive FAQ and often answer support tickets from my phone, even when I'm on "vacation" or in the middle of recording an episode of the Master Brewers Podcast.