Shipping policy

SHIPPING POLICY

This Shipping Policy explains how orders placed through LUMIARA are processed, shipped and delivered.

LUMIARA – the online store supplying the products.
Customer – any person placing an order through the store.

SHIPPING COST AND U.S. DELIVERY

Shipping is free on LUMIARA orders.

Estimated U.S. delivery: 5–10 business days from the order date. 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 are shipped together.

Delivery times are estimates and may occasionally be affected by carrier delays, severe weather, holidays or other circumstances outside LUMIARA’s reasonable control.

Once your order ships, we will send tracking information to the email address provided during checkout. Please allow time for the carrier to activate and update the tracking information.

INTERNATIONAL ORDERS

For destinations outside the United States, shipping availability and estimated delivery depend on the destination and are displayed or confirmed during checkout. The U.S. delivery estimate above does not apply to international orders.

International customers are responsible for any customs duties, import taxes or local fees charged by their country, unless otherwise stated during checkout.

ORDER PROCESSING AND CHANGES

Please review your shipping address carefully before completing your purchase.

If you need to cancel or change your order, contact us as soon as possible and include your order number.

Cancellation requests submitted within one hour of purchase will be accepted when the order has not yet been processed or shipped. Once an order has entered processing or has been shipped, we may be unable to cancel or change it.

LUMIARA cannot guarantee address changes after an order has entered processing.

TRACKING AND DELIVERY

Customers are responsible for monitoring the tracking information supplied for their order and for providing a complete and accurate delivery address.

A package may be marked as delivered shortly before it is physically received. If your tracking shows “delivered” but you cannot locate the package, please:

  1. Check the delivery area, mailbox, building entrance and any safe locations around the address.
  2. Ask other members of the household, neighbours or building staff whether they accepted the package.
  3. Allow up to 48 hours for the carrier to complete the delivery update.
  4. Contact LUMIARA if the package still cannot be located.

LOST PACKAGES

Lost-package replacement is included for tracked U.S. orders.

If tracking confirms that a package was lost in transit, contact us with your order number. Once the loss is verified, LUMIARA will send a replacement at no additional cost.

LUMIARA is not responsible for packages delivered to an incorrect address entered by the customer. However, we will make a reasonable effort to help the customer contact the carrier or arrange reshipment when possible.

DAMAGED, DEFECTIVE OR INCORRECT ORDERS

If your order arrives damaged, defective or incorrect, contact LUMIARA within 48 hours of delivery.

Please include:

  • Your order number
  • A short description of the problem
  • Clear photos or a video showing the item and its packaging

Once approved, LUMIARA will provide a replacement at no additional cost and will cover any required return shipping.

Do not discard the damaged or incorrect product or its packaging until our customer-support team has reviewed your request.

RETURNS, THE 60-DAY HOME TRIAL AND WARRANTY

Every order includes a 60-day home trial that begins on the confirmed delivery date, and a one-year limited warranty that also begins on the confirmed delivery date. You may use the product during the trial.

For a change-of-mind return, you pay the return-shipping cost. If the product is defective, incorrect or damaged in transit, LUMIARA pays for the return or replacement. There is no restocking fee.

To start a return, email teamlumiara@outlook.com with your order number. The return address is provided once your return is approved. Please read our Refund Policy for the complete terms.

REFUSED OR UNDELIVERABLE PACKAGES

If a package is returned to LUMIARA because the customer provided an incomplete or incorrect address, refused delivery or failed to collect the package, please contact us.

Any reshipment cost resulting from an incorrect address, refused delivery or failure to collect the package may be the customer’s responsibility.

CONTACT US

For questions about shipping, tracking, delivery or an order, contact LUMIARA Support:

teamlumiara@outlook.com
We reply within 24 hours on business days (Monday–Friday).

Please include your order number so we can assist you as quickly as possible.