Shipping policy
Thanks for shopping with Lumo™. Here's everything you need to know about how and when your order ships.
Order processing
Orders are processed within 1–3 business days. Business days are Monday through Friday, excluding public holidays. Orders placed after 3:00 PM Central Time, or on a weekend or holiday, begin processing the next business day.
You'll get a confirmation email as soon as you order, and a second email with tracking once it ships. During sales and peak holiday periods processing can take a few extra days. We'll let you know if that happens.
Shipping rates and delivery times
Standard shipping is free on every order. Delivery estimates start from the day your order ships, not the day it's placed.
| Method | Cost | Estimated delivery |
|---|---|---|
| Standard | Free | 7–15 business days |
Tracking your order
Once your order ships we'll email you a tracking number. Tracking can take 24–48 hours to show movement after the label is created. That's normal and doesn't mean the package is lost.
If you haven't received tracking within 5 business days of ordering, check your spam folder, then contact us at support@lumosupply.store.
Customs, duties and taxes
International orders may be subject to import duties, taxes and customs fees charged by the destination country. These charges are the customer's responsibility and aren't included in the price paid at checkout.
We're required to declare the full value of your order on customs forms and can't mark packages as gifts or declare a lower value. If a package is refused at customs or returned because duties weren't paid, we'll refund the cost of the items minus any return fees charged to us.
Incorrect or incomplete addresses
Please double-check your shipping address at checkout. We're not responsible for orders delivered to an address entered incorrectly. If you spot a mistake, email support@lumosupply.store within 12 hours of ordering and we'll correct it if the order hasn't shipped. Once a package is in transit we may not be able to reroute it.
Delays
We're not responsible for delays caused by the carrier, weather, customs or other events outside our control. If your package seems stuck for more than 7 business days past its estimated delivery date, get in touch and we'll open an investigation with the carrier.
Lost, stolen or damaged packages
Marked delivered but missing: check around your property and with neighbors or your building's front desk, then wait 24–48 hours, as packages are sometimes scanned early. If it still hasn't turned up, contact us and we'll help file a claim with the carrier.
Lost in transit: if tracking shows no movement for 7 business days, contact us and we'll investigate.
Damaged on arrival: email support@lumosupply.store within 7 days of delivery with photos of the item and packaging, and we'll replace it or refund you.
Multiple shipments
Bundle orders may ship in separate packages, sometimes on different days, at no extra cost. Each shipment gets its own tracking number.
Order changes and cancellations
Because we ship quickly, there's a short window to change or cancel an order. Email support@lumosupply.store as soon as possible. If the order hasn't shipped, we'll do our best to help. Once it's shipped, our Refund Policy applies.
Contact us
Questions about shipping? Email support@lumosupply.store. We reply within 1 business day, Monday–Friday, 9 AM–5 PM Central Time.