Frequently Asked Questions

General Questions

    FAQ Topics

  • Shipping & Returns
  • Complete Path
  • Prescriptions
  • Insurance, FSA & HSA
  • Payments, Gift Cards & Rewards
  • Financing with Affirm

Shipping & Returns

  • What are flexible spending and health savings accounts?

    Flexible spending accounts (FSA) and health savings accounts (HSA) are programs that allow you to set aside money (before taxes) for specific health care expenses. If you’re unsure whether or not you have a FSA or HSA, please check with your employer or insurance company.

  • What can I purchase with my FSA or HSA?

    Lofta accepts FSA and HSA dollars for all products we sell including services related to the Lofta Complete Path and RX Express. It is your sole responsibility to determine eligibility and obtain approval under your plan. Lofta is not a party to your decision to utilize HSA or FSA dollars for our products and services. As long as your FSA or HSA card is affiliated with a major credit card Lofta will process the payment for you. Check with your carrier to determine FSA and HSA eligibility.

    If you would like to use your FSA or HSA card to pay for a portion of your purchase and apply the remaining balance to a different form of payment, please call us at 800-698-8000. We will be most happy to assist you.

  • What’s the best way to place my FSA or HSA order?

    First, double-check the balance on your FSA/HSA account and eligibility.

    You can place an order online, using your FSA or HSA card as you would any other credit card, or by contacting us at, 800-698-8000.

  • When is the cut-off for placing an order online with FSA dollars?

    If your benefits expire at the end of the year, you have until Sunday, December 31 at 9 p.m. ET to place an order with us using your FSA dollars. Be sure to double-check with your insurance provider for details on your plan.

  • Can I split payment between my FSA or HSA and a different card?

    Yes! If you’d like to use your FSA or HSA card to pay for a portion of your purchase and apply the remaining balance to a different card, please contact us at, 800-698-8000.

  • How do I get a receipt?

    We’ll include an electronic receipt with your shipping confirmation email, and a physical copy with your purchase. If you need additional receipts or assistance please contact us at, 800-698-8000.

  • Can I return an order paid for with my FSA or HSA?

    We have a 30-day, no-questions-asked return or exchange policy for almost everything we sell. However, we recommend checking with your insurance provider before requesting a refund to a FSA card. Unlike HSA, FSA funds must be used during a defined time period. For some insurance plans, your funds will be forfeited if you request a refund.

  • I still have some questions. Help.

    No problem. Chat with us here, email us at, sleep@lofta.com or give us a call at 800-698-8000.

Complete Path

  • What are flexible spending and health savings accounts?

    Flexible spending accounts (FSA) and health savings accounts (HSA) are programs that allow you to set aside money (before taxes) for specific health care expenses. If you’re unsure whether or not you have a FSA or HSA, please check with your employer or insurance company.

  • What can I purchase with my FSA or HSA?

    Lofta accepts FSA and HSA dollars for all products we sell including services related to the Lofta Complete Path and RX Express. It is your sole responsibility to determine eligibility and obtain approval under your plan. Lofta is not a party to your decision to utilize HSA or FSA dollars for our products and services. As long as your FSA or HSA card is affiliated with a major credit card Lofta will process the payment for you. Check with your carrier to determine FSA and HSA eligibility.

    If you would like to use your FSA or HSA card to pay for a portion of your purchase and apply the remaining balance to a different form of payment, please call us at 800-698-8000. We will be most happy to assist you.

  • What’s the best way to place my FSA or HSA order?

    First, double-check the balance on your FSA/HSA account and eligibility.

    You can place an order online, using your FSA or HSA card as you would any other credit card, or by contacting us at, 800-698-8000.

  • When is the cut-off for placing an order online with FSA dollars?

    If your benefits expire at the end of the year, you have until Sunday, December 31 at 9 p.m. ET to place an order with us using your FSA dollars. Be sure to double-check with your insurance provider for details on your plan.

  • Can I split payment between my FSA or HSA and a different card?

    Yes! If you’d like to use your FSA or HSA card to pay for a portion of your purchase and apply the remaining balance to a different card, please contact us at, 800-698-8000.

  • How do I get a receipt?

    We’ll include an electronic receipt with your shipping confirmation email, and a physical copy with your purchase. If you need additional receipts or assistance please contact us at, 800-698-8000.

  • Can I return an order paid for with my FSA or HSA?

    We have a 30-day, no-questions-asked return or exchange policy for almost everything we sell. However, we recommend checking with your insurance provider before requesting a refund to a FSA card. Unlike HSA, FSA funds must be used during a defined time period. For some insurance plans, your funds will be forfeited if you request a refund.

  • I still have some questions. Help.

    No problem. Chat with us here, email us at, sleep@lofta.com or give us a call at 800-698-8000.

Prescriptions

  • What are flexible spending and health savings accounts?

    Flexible spending accounts (FSA) and health savings accounts (HSA) are programs that allow you to set aside money (before taxes) for specific health care expenses. If you’re unsure whether or not you have a FSA or HSA, please check with your employer or insurance company.

  • What can I purchase with my FSA or HSA?

    Lofta accepts FSA and HSA dollars for all products we sell including services related to the Lofta Complete Path and RX Express. It is your sole responsibility to determine eligibility and obtain approval under your plan. Lofta is not a party to your decision to utilize HSA or FSA dollars for our products and services. As long as your FSA or HSA card is affiliated with a major credit card Lofta will process the payment for you. Check with your carrier to determine FSA and HSA eligibility.

    If you would like to use your FSA or HSA card to pay for a portion of your purchase and apply the remaining balance to a different form of payment, please call us at 800-698-8000. We will be most happy to assist you.

  • What’s the best way to place my FSA or HSA order?

    First, double-check the balance on your FSA/HSA account and eligibility.

    You can place an order online, using your FSA or HSA card as you would any other credit card, or by contacting us at, 800-698-8000.

  • When is the cut-off for placing an order online with FSA dollars?

    If your benefits expire at the end of the year, you have until Sunday, December 31 at 9 p.m. ET to place an order with us using your FSA dollars. Be sure to double-check with your insurance provider for details on your plan.

  • Can I split payment between my FSA or HSA and a different card?

    Yes! If you’d like to use your FSA or HSA card to pay for a portion of your purchase and apply the remaining balance to a different card, please contact us at, 800-698-8000.

  • How do I get a receipt?

    We’ll include an electronic receipt with your shipping confirmation email, and a physical copy with your purchase. If you need additional receipts or assistance please contact us at, 800-698-8000.

  • Can I return an order paid for with my FSA or HSA?

    We have a 30-day, no-questions-asked return or exchange policy for almost everything we sell. However, we recommend checking with your insurance provider before requesting a refund to a FSA card. Unlike HSA, FSA funds must be used during a defined time period. For some insurance plans, your funds will be forfeited if you request a refund.

  • I still have some questions. Help.

    No problem. Chat with us here, email us at, sleep@lofta.com or give us a call at 800-698-8000.

Insurance, FSA & HSA

  • What are flexible spending and health savings accounts?

    Flexible spending accounts (FSA) and health savings accounts (HSA) are programs that allow you to set aside money (before taxes) for specific health care expenses. If you’re unsure whether or not you have a FSA or HSA, please check with your employer or insurance company.

  • What can I purchase with my FSA or HSA?

    Lofta accepts FSA and HSA dollars for all products we sell including services related to the Lofta Complete Path and RX Express. It is your sole responsibility to determine eligibility and obtain approval under your plan. Lofta is not a party to your decision to utilize HSA or FSA dollars for our products and services. As long as your FSA or HSA card is affiliated with a major credit card Lofta will process the payment for you. Check with your carrier to determine FSA and HSA eligibility.

    If you would like to use your FSA or HSA card to pay for a portion of your purchase and apply the remaining balance to a different form of payment, please call us at 800-698-8000. We will be most happy to assist you.

  • What’s the best way to place my FSA or HSA order?

    First, double-check the balance on your FSA/HSA account and eligibility.

    You can place an order online, using your FSA or HSA card as you would any other credit card, or by contacting us at, 800-698-8000.

  • When is the cut-off for placing an order online with FSA dollars?

    If your benefits expire at the end of the year, you have until Sunday, December 31 at 9 p.m. ET to place an order with us using your FSA dollars. Be sure to double-check with your insurance provider for details on your plan.

  • Can I split payment between my FSA or HSA and a different card?

    Yes! If you’d like to use your FSA or HSA card to pay for a portion of your purchase and apply the remaining balance to a different card, please contact us at, 800-698-8000.

  • How do I get a receipt?

    We’ll include an electronic receipt with your shipping confirmation email, and a physical copy with your purchase. If you need additional receipts or assistance please contact us at, 800-698-8000.

  • Can I return an order paid for with my FSA or HSA?

    We have a 30-day, no-questions-asked return or exchange policy for almost everything we sell. However, we recommend checking with your insurance provider before requesting a refund to a FSA card. Unlike HSA, FSA funds must be used during a defined time period. For some insurance plans, your funds will be forfeited if you request a refund.

  • I still have some questions. Help.

    No problem. Chat with us here, email us at, sleep@lofta.com or give us a call at 800-698-8000.

Payments, Gift Cards & Rewards

  • What are flexible spending and health savings accounts?

    Flexible spending accounts (FSA) and health savings accounts (HSA) are programs that allow you to set aside money (before taxes) for specific health care expenses. If you’re unsure whether or not you have a FSA or HSA, please check with your employer or insurance company.

  • What can I purchase with my FSA or HSA?

    Lofta accepts FSA and HSA dollars for all products we sell including services related to the Lofta Complete Path and RX Express. It is your sole responsibility to determine eligibility and obtain approval under your plan. Lofta is not a party to your decision to utilize HSA or FSA dollars for our products and services. As long as your FSA or HSA card is affiliated with a major credit card Lofta will process the payment for you. Check with your carrier to determine FSA and HSA eligibility.

    If you would like to use your FSA or HSA card to pay for a portion of your purchase and apply the remaining balance to a different form of payment, please call us at 800-698-8000. We will be most happy to assist you.

  • What’s the best way to place my FSA or HSA order?

    First, double-check the balance on your FSA/HSA account and eligibility.

    You can place an order online, using your FSA or HSA card as you would any other credit card, or by contacting us at, 800-698-8000.

  • When is the cut-off for placing an order online with FSA dollars?

    If your benefits expire at the end of the year, you have until Sunday, December 31 at 9 p.m. ET to place an order with us using your FSA dollars. Be sure to double-check with your insurance provider for details on your plan.

  • Can I split payment between my FSA or HSA and a different card?

    Yes! If you’d like to use your FSA or HSA card to pay for a portion of your purchase and apply the remaining balance to a different card, please contact us at, 800-698-8000.

  • How do I get a receipt?

    We’ll include an electronic receipt with your shipping confirmation email, and a physical copy with your purchase. If you need additional receipts or assistance please contact us at, 800-698-8000.

  • Can I return an order paid for with my FSA or HSA?

    We have a 30-day, no-questions-asked return or exchange policy for almost everything we sell. However, we recommend checking with your insurance provider before requesting a refund to a FSA card. Unlike HSA, FSA funds must be used during a defined time period. For some insurance plans, your funds will be forfeited if you request a refund.

  • I still have some questions. Help.

    No problem. Chat with us here, email us at, sleep@lofta.com or give us a call at 800-698-8000.

Financing with Affirm

  • How do I sign up for Affirm?

    There are two ways to sign up for Affirm:

    1) Create an Affirm account at https://www.affirm.com/account in just a few easy steps.
    2) Select Affirm as your payment method while checking out at Lofta.

  • What is required to have an Affirm account?

    There are two ways to sign up for Affirm:
    Be 18 years or older (19 years or older in Alabama or if you’re a ward of the state in Nebraska).
    Provide a valid U.S. or APO/FPO/DPO home address.
    Buy with Affirm is not currently available to Iowa or West Virginia residents.
    Provide a valid U.S. mobile or VoIP number and agree to receive SMS texts.
    Provide your full name, email address, date of birth, and the last 4 digits of your social security number to help us verify your identity.

  • Are there any interest or fees associated with Affirm loans?

    Lofta offers 0% interest options to qualified customers through Affirm. If you are not offered a 0% option you may be offered an interest bearing option. The corresponding finance charge is the only fee associated with an Affirm loan – Affirm does not charge late fees, service fees, prepayment fees, or any other hidden fees. Affirm strives to always be more transparent and fair than any other form of financing.

  • Do I have a credit limit with Affirm?

    Unlike a credit card, Affirm is not a revolving line of credit. While you can take out multiple Affirm loans at once, each Affirm loan application is evaluated separately as a closed-end transaction. An application may be denied, however, if you have failed to repay other Affirm loans on time or show excessive borrowing behavior.

  • Does Affirm perform a credit check?

    Yes, when you first create an Affirm account, Affirm performs a ‘soft’ credit check to help verify your identity and determine your eligibility for financing. This ‘soft’ credit check will not affect your credit score. If you apply for more loans with Affirm may perform additional ‘soft’ credit checks to ensure that we offer you the best financing options possible.

  • Does Affirm report to credit bureaus?

    Yes. the goal is to give you the opportunity to build your credit history as you repay your Affirm loans. That’s why, for loans requested on or after August 3, 2016, Affirm reports information about your loan and payment activity to Experian (and plans to report to other credit bureaus in the future). Because FICO and credit bureaus calculate your credit scores in ways that are not publicly known, it is difficult to predict exactly how your credit score will be affected. There are many factors that could impact your credit, such as your payment history, the amount of available credit that you have used, the length of your credit history, and the number of accounts you have recently opened.

  • What is Cross River Bank and how is it related to Affirm?

    Cross River Bank is a New Jersey State Chartered Commercial Bank, Member FDIC, and is the lender for all Affirm loans.

  • Is my personal information secure with Affirm?

    Yes, protecting your personal information is very important to Affirm. Affirm encrypts sensitive data including Social Security numbers. Affirm also maintain physical, electronic, and procedural safeguards to protect your information. Affirm does not sell or rent your information to anyone. You can read more about the Affirm Privacy Policy here.

  • How do I use Buy with Affirm?

    Affirm offers clear, simple financing for your online purchases in just a few clicks:

    1) Load up your Lofta shopping cart and select the Affirm payment option at the Lofta checkout page.
    2) Enter a few basic pieces of information to identify yourself. Affirm will let you know if you are approved for a loan in real time.
    3) Review your payment plan details and click confirm to finalize the loan. Once you’re done, your purchase will be on its way. That's it! Just remember to pay your bills on or before their due dates or sign up for autopayment at https://www.affirm.com/pay.

  • Why was I prompted for a down payment?

    Affirm is not always able to approve financing for the full amount of a purchase. When this happens, you will have the option of using a debit card to pay for the rest of your purchase. Regrettably, the down payment amount can’t be changed.

  • Why was I prompted to link my checking account?

    Affirm sometimes needs more information about your financial situation to evaluate your loan application. You may be asked to link your online checking account, which helps determine your ability to repay a loan. If you’re prompted to link your checking account and would like to continue with the application process, you may securely link your account by providing the login information for your bank account. We may refresh your bank account information periodically, but you can unlink your account at any time in your Affirm account settings. Linking your checking account DOES NOT authorize Affirm to debit your account.

  • Why was my purchase with Affirm not approved?

    While Affirm strives to offer all creditworthy applicants financing, they simply aren’t able to approve every loan application. If Affirm is not able to approve your application, they will immediately notify you of the decision and denial reason via a secured message.

  • What is the status of my purchase?

    Once you have completed your checkout and confirm the purchase with Affirm, Lofta will begin processing your purchase for fulfillment.

  • How do I view my Affirm loan and account?

    Please visit your Affirm account at https://www.affirm.com/account.

  • How will a full refund affect my Affirm loan?

    Any refunds issued by Lofta will be reflected as an adjustment to your Affirm loan. Any adjustments or refunds that exceed your balance owed to Affirm will be refunded by Affirm to your original form of payment, less any accrued interest, within 3–10 business days.

  • How will a partial refund affect my Affirm loan?

    Depending on the amount of the partial refund and how many payments are left in your payment schedule, you may have a lower final payment, fewer payments overall, or both. Affirm will not, however, adjust every monthly payment based on the new loan balance after a partial refund is made. You can review the details of your refund by signing in to your Affirm account at https://www.affirm.com/account.

  • If I receive a refund, what happens to any payments I’ve made?

    If the refunded amount exceeds your remaining loan balance, Affirm will directly refund the difference, less any accrued interest, to your original form of payment within 3–10 business days.

  • How do I dispute a purchase on my Affirm account?

    If you are having trouble with your purchase, please contact Lofta directly. If you are unable to resolve the issue directly with us, please contact Affirm within 60 days of receiving your loan confirmation by emailing help@affirm.com. You will need to:

    1) Explain why you are disputing the purchase.
    2) Provide evidence to support your claim.
    3) Supply proof of efforts to resolve the issue with the Lofta.

  • How do I pay my bills?

    You can pay your Affirm bills online, by debit card or ACH transfer, and sign up for autopayment at https://www.affirm.com/pay. Please allow 3 to 5 business days for ACH transfers to be reflected on your Affirm account.

    To pay by check, please write on each check (1) the mobile phone number you used to create your Affirm account, and (2) the loan ID (which you can find by signing in at https://www.affirm.com/pay and clicking on the applicable loan). Make the check payable to “Affirm, Inc.” and mail it to:

    Affirm, Inc.
    P.O. Box 720
    San Francisco, CA 94104

    You must submit a separate check for each loan you have with Affirm. If you have more than one loan with Affirm and do not write the loan ID on your check, Affirm will apply your payment will be applied to the oldest loan first. Please allow 10 business days for your check to be processed from the date of receipt.

  • Will you send me billing reminders?

    Affirm will send you email and SMS text messages to remind you of upcoming payments.

  • When are my bills due?

    Your first monthly payment will be due one calendar month from the date your loan is processed. Affirm will send you an email and SMS text message to confirm all of your billing due dates. Each monthly payment will be due on the same day of the month throughout the loan period. For example, if you obtain a loan with three monthly payments on January 1st, your first, second, and third payments will be due February 1st, March 1st, and April 1st respectively.

  • What happens if I don't pay my bill?

    For loans requested on or after August 3, 2016, Affirm reports information about your loan and payment activity to Experian. We encourage you to make your loan payments on time because late or missed payments could hurt your credit and affect your ability to get Affirm loans in the future. While we hope it will never be necessary, Affirm also reserves the right to refer delinquent accounts to collection agencies. For any questions about this, or if you are unable to pay your balance, please contact us.

  • What if I need more time to pay my bill?

    If you aren’t able to make a payment on time, please make that payment as soon as possible. You won’t incur any late fees, but late payments may make it harder for you to qualify for credit from Affirm in the future. Late payments may also negatively affect your credit history. For loans requested on or after August 3, 2016, Affirm reports information about your loan and payment activity to Experian.

  • I do not agree with the amount on my bill. What should I do?

    Please review the details of your bill at https://www.affirm.com/account. If you still have an issue with your bill, please contact Affirm directly.

  • Are there any penalties for paying off my loan early?

    No, there are no prepayment penalties or fees for paying off your loan early. Also, if you pay off your entire loan before the final due date, you will pay interest only for the period that you borrowed the money. Affirm rebates any unearned portion of the finance charge for the remaining loan period. To see the total pay-off amount, go to your Affirm account and click on ‘Make Payment’.

  • Where can I review my Affirm account and purchases?

    You can review current and past loans, make payments, and enable automatic payments at https://www.affirm.com/account.

  • How do I close my Affirm account?

    If you wish to close your Affirm account, please contact us. Your account cannot be closed until you’ve paid off any outstanding balance(s) on your Affirm loan(s) in full. Also, if you don’t sign into your account for two years, your account may be closed. But don't worry – Affirm will try to reach you beforehand.

  • How do I sign up for Affirm?

    There are two ways to sign up for Affirm:
    1) Create an Affirm account at www.affirm.com/account in just a few easy steps.
    2) Select Affirm as your payment method while checking out at Lofta.

  • What is Affirm's privacy policy?

    You can read about our Privacy Policy here.

  • What are Affirm’s Terms of Service?

    You can find our Terms of Service here.

  • What can I do with the Affirm mobile app?

    The Affirm app lets you manage your account and payments on the go. The app also lets you buy now and pay over time for new purchases—almost anywhere online and in select stores. Just request an Affirm virtual card and use it to make your purchase.