FAQ
Answers about the massager, using it, delivery, the 60-day home trial and the warranty.
Questions, answered.
The product
What is it?
A cordless neck and shoulder massager with deep, hand-inspired kneading, two levels of gentle warmth and pressure you control with the straps.
What's included in the box?
The massager, a USB Type-C charging cable, the user manual and the retail box. A standard 5V USB adapter is required and is not included.
What colors are available?
Beige and Gray.
Using it
How strong does it feel?
Firm, deep-feeling kneading. Pull the straps for more, relax them for less, and start light if you are new to it.
Where can I position it?
On the neck, shoulders, upper and lower back, thighs and calves, as the positioning guide shows.
How long is a session?
Each session stops automatically after about 10 minutes.
How do I clean it?
Wipe the PU leather exterior as the care guide describes. Never wash or submerge it.
Who should check with a doctor first?
Anyone who is pregnant, has an implant, or has a circulation, neck, spinal or other relevant health condition. Please read Safety & Use before first use.
Heat and battery
Does it include heat?
Yes: two gentle levels, about 104°F and 113°F. Heat stays off until you turn it on.
How long does the battery last?
Up to 7–8 ten-minute sessions per full charge, depending on mode, intensity and heat.
How do I charge it?
Over USB-C in about 3 hours, using a standard 5V USB adapter (not included). It will not run while charging.
Shipping
Where do you ship?
We ship to the United States and to other destinations offered at checkout. The 5–10 business-day estimate applies to U.S. delivery; for other destinations, availability and delivery estimates are shown at checkout.
How much is shipping and how long does it take?
Shipping is free. Orders are processed within 1–2 business days and are typically delivered within 5–10 business days from the order date. Orders for two massagers ship together. For other countries, availability and delivery estimates are shown at checkout.
How do I track my order?
We email you a tracking link when your order ships. You can also use the Track Order page.
Trial and returns
How does the 60-day home trial work?
You have 60 days from your confirmed delivery date to try the massager at home, and you may use it during the trial. For a change-of-mind return you pay the return shipping; there is no restocking fee. If it arrives defective, incorrect or damaged, we pay for the return or replacement. Approved refunds go to your original payment method within 5–10 business days after we receive and inspect the return.
How do I start a return?
Email teamlumiara@outlook.com with your order number. We reply within 24 hours on business days. Once your return is approved, we send you the return address and steps.
Warranty
Is there a warranty?
Yes. Every LUMIARA massager includes a one-year limited warranty, starting on your confirmed delivery date, covering manufacturing defects under normal use.
Orders and payment
Which payment methods can I use?
Every available payment method is shown at checkout.
Can I change or cancel my order?
Email us as soon as possible with your order number. We can help while the order has not shipped yet.