Shipping Policy

Last updated: 11 September 2026

This policy sets out how we process, dispatch and deliver LUME orders, what it costs, and what happens when something goes wrong in transit.

The short version: orders are dispatched within 1–2 business days. Standard delivery within the United States takes 7–15 business days from dispatch and is free. You get a tracking number by email as soon as the label is scanned.

1. Order processing

Orders are picked, inspected and packed within 1–2 business days of payment being confirmed. Business days are Monday to Friday, excluding public holidays.

Orders placed after 2:00pm ET, or on a weekend or public holiday, begin processing on the next business day. During launches and peak periods processing can take an extra day; if that happens we will say so on the product page rather than let you find out from a silent tracking number.

2. Delivery times and costs

2.1 United States

Service	Delivery time (after dispatch)	Cost
Standard tracked	7–15 business days	Free

Deliveries to Alaska, Hawaii, Puerto Rico and other US territories typically take an additional 2–5 business days. PO Boxes and APO/FPO addresses are supported on standard shipping only.

2.2 International

Destination	Delivery time (after dispatch)	Cost
Canada	7–14 business days	Calculated at checkout
United Kingdom & European Union	8–16 business days	Calculated at checkout
Australia & New Zealand	10–18 business days	Calculated at checkout
Rest of world	10–21 business days	Calculated at checkout

All delivery estimates are given in business days from the date of dispatch, not from the date you ordered. Add the 1–2 day processing window to get the total time from checkout to doorstep.

These are estimates provided by our carriers, not guarantees. Customs inspections, severe weather and carrier backlogs can extend them, and none of those are within our control. What is within our control is telling you promptly when something has stalled — see section 7.

3. Tracking your order

You will receive two emails: an order confirmation immediately after checkout, and a dispatch notice with a tracking number as soon as the carrier scans the label.

You can check your order at any time on our order tracking page using your order number and the email address you used at checkout.

Tracking can take 24–48 hours to show its first scan, and international parcels often show no movement while they are between carriers. That gap is normal and does not mean the parcel is lost.

4. Duties, taxes and import charges

United States: sales tax is calculated and displayed at checkout where applicable. There are no additional charges on delivery.

International orders: the price you pay at checkout does not include import duties, customs fees or local sales taxes unless the checkout explicitly states otherwise. These are set by the destination country and are payable by the recipient, usually to the carrier before delivery.

Our merchant of record, Verifone (2Checkout), calculates and remits VAT, GST and equivalent taxes where they are legally required to be collected at the point of sale. Where that applies, it is shown as a separate line at checkout.

We cannot predict what a given country will charge, and we cannot mark parcels as gifts or declare a lower value — doing so is customs fraud. If a parcel is refused because the recipient declines to pay import charges, it is treated as a change-of-mind return under our Refund & Return Policy, and outbound and return shipping costs are deducted from the refund.

5. Shipping addresses

Please check your address carefully at checkout. We ship to the address exactly as entered.

• Need to change it? Contact us within 12 hours of ordering. Before a label is generated we can usually correct it free of charge.
• After dispatch: we cannot redirect a parcel. You may be able to arrange a redirect directly with the carrier using your tracking number.
• Undeliverable addresses: if a parcel is returned to us as undeliverable due to an incorrect or incomplete address, we will contact you. You can have it reshipped by paying the new shipping cost, or refunded less the original shipping.

6. Split shipments and partial delivery

Multi-item orders normally ship together. If one item is delayed, we may split the shipment and send what is ready — at no extra cost to you. You will receive a separate tracking number for each parcel.

7. Delays, lost and damaged parcels

7.1 Delayed parcels

If tracking has not updated for more than 3 business days domestically, or 7 business days internationally, contact us. We will open a trace with the carrier and keep you updated until it resolves.

7.2 Lost parcels

A parcel is treated as lost after 15 business days with no movement domestically, or 30 business days internationally. Once the carrier confirms the loss, we will reship or refund in full — your choice, at no cost to you.

7.3 Marked delivered but not received

Check with neighbours and around the property, and look for a card from the carrier. If it still cannot be found after 48 hours, contact us and we will open a carrier investigation. We will resolve it with you rather than leave you out of pocket.

7.4 Damaged in transit

Contact us within 7 days of delivery with photographs of the parcel and the product. We will ship a replacement immediately, without waiting for the damaged unit to come back. See our Refund & Return Policy.

8. Carriers

The carrier for a given order is chosen by destination and service level, and is named in your dispatch email.

9. Billing on your statement

Payments are processed by Verifone (2Checkout) as our merchant of record. Your card or bank statement will show a descriptor such as 2CO.COM*LUME rather than LUME. This is expected. If you do not recognise a charge, email us before disputing it — we can resolve it far faster than a chargeback can.

10. Contact

LUME
Email: info@lumestore.site
Support: Contact us · Track your order