Shipping policy
What is the shipping time?
When our customers place their orders, they are processed on the same day and will take 2-5 days to arrive. Delivery details will be provided in an email coming from us after you place your order. For international orders, please see the information in the shipping page for delivery time differences.
Please note that all prices are in U.S. dollars.
What happens if my product is lost, stolen, or damaged upon arrival?:
LumosLumos is proud to assume package protection and tracking solutions. By becoming our customer, you will have the chance to protect your order from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with us and receive a replacement or be fully reimbursed.
*Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 (20 for international) days and within 30 days from the last checkpoint.
Can I track my order?
Yes, we will send you a delivery tracking within 24 to 48 hours. If you place an order on an official holiday, you may receive the delivery tracking number on the following business day.
Can I change my order?
Yes, you can change your order within 6 hours. We will do everything we can to help you make changes to the order, but we cannot guarantee after 6 hours have passed as your order is being processed for shipment at the fulfillment center.
*Days imply business days if not expressed otherwise.
Refund Policy
General
We have a 90-day return policy, which means you have 90 days after receiving your item to request a return.
To start a return, you can contact us at support@lumoslumos.com. We will ask you some questions related to the condition of the product and proof of purchase. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@lumoslumos.com
Please note that all prices are in U.S. dollars.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
*Days imply business days if not expressed otherwise.