Shipping policy
Thanks for shopping with Lumo™. Below is everything you need to know about how and when your order ships.
Order Processing
Orders are processed within 1–3 business days of being placed. Business days are [Monday through Friday], excluding public holidays.
Orders placed after 3:00 PM LOCAL TIME or on a weekend or holiday will begin processing the next business day.
You'll receive a confirmation email as soon as your order is placed, and a second email with tracking details once it ships. During sales, product launches, or peak holiday periods, processing may take a few extra days — we'll let you know if that happens.
Shipping Rates and Delivery Times
Shipping is calculated at checkout based on your address and the weight of your order. Delivery estimates begin the day your order ships, not the day it's placed.
Domestic
| Method | Estimated delivery |
|---|---|
| Standard | 7–15 business days |
| Expedited | 6–12 business days |
Tracking Your Order
Once your order ships, we'll email you a tracking number. It can take 24–48 hours for tracking to show movement after the label is created this is 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.com
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 responsibility of the customer and are not included in the price you paid at checkout or in our shipping charges.
We're required to declare the full value of your order on customs forms and cannot 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 original shipping and 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 notice a mistake, email us at support@lumosupply.com within [X 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, and re-shipping a returned package will incur a new shipping charge.
Delays
We're not responsible for delays caused by the carrier, weather, customs, or other events outside our control. If your package appears stuck in transit for more than [7–10] 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 — 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 3 business days, contact us and we'll investigate.
Damaged on arrival: Email support@lumosupply.com within 1st days with photos of the damaged item and the packaging, and we'll replace it / refund you.
Multiple Shipments
Orders with several items may ship in separate packages, sometimes on different days, at no extra cost to you. Each shipment gets its own tracking number.
Order Changes and Cancellations
Because we aim to ship quickly, there's a short window to change or cancel an order. Email: support@lumosupply.com as soon as possible — if the order hasn't shipped, we'll do our best to accommodate. Once it's shipped, our Return Policy applies.
Returns
For returns and exchanges, see our Return Policy or contact us at support@lumosupply.com.
Contact Us
Questions about shipping? Reach us at:
Email: support@lumosupply.com
Hours: Mon–Fri, 9 AM – 5 PM LOCAL TIME