Shipping policy

Shipping Policy

Thank you for shopping with Luma Wellness. This Shipping Policy explains how orders are processed, shipped and delivered within the United States and Canada.

By placing an order through our website, you agree to the terms described below.

1. Order Processing

Orders are normally processed within 1–3 business days after payment has been successfully confirmed.

Business days are Monday through Friday, excluding public holidays.

Orders placed during weekends, public holidays or promotional periods may require additional processing time.

Processing time is separate from the estimated shipping time.

2. Fulfillment Partners

Some orders may be processed and shipped directly by one of our trusted fulfillment or supplier partners.

As a result:

Products may be shipped from a location different from our business address.
Orders containing multiple products may arrive in separate packages.
Separate packages may have different tracking numbers.
Delivery dates may vary between items in the same order.

Customers will not be charged additional shipping fees solely because an order is divided into multiple shipments, unless clearly stated at checkout.

3. Shipping Destinations

Luma Wellness currently ships only to valid delivery addresses within:

The United States
Canada

We do not accept or deliver orders to any other country or territory.

Delivery availability may vary depending on:

Product availability.
Carrier coverage.
State, provincial or territorial restrictions.
Customs and import requirements.
Fulfillment-partner limitations.

If your state, province, territory or postal code is not available during checkout, we are currently unable to deliver the order to that destination.

We reserve the right to cancel an order that cannot legally or practically be delivered to the address provided.

4. Shipping Rates

Shipping charges are calculated and displayed during checkout before payment is completed.

Shipping rates may depend on:

Delivery destination.
Package weight or size.
Selected shipping service.
Order value.
Product availability.
Applicable promotional offers.

Where free shipping is offered, the applicable minimum order amount and geographic restrictions will be displayed on the website or during checkout.

Free-shipping promotions may exclude certain products, remote locations or expedited delivery services.

5. Estimated Delivery Times

Estimated delivery times begin after the order has been processed and transferred to the shipping carrier.

Typical estimated delivery times are:

United States: 4–5 business days
Canada: [INSERT ESTIMATED DELIVERY TIME]

These delivery periods are estimates only and are not guaranteed.

Delivery may take longer during:

Public holidays.
Peak shopping periods.
Severe weather.
Customs inspections.
Carrier disruptions.
Local service delays.
Promotional campaigns.
Events outside our reasonable control.

Luma Wellness is not responsible for carrier or customs delays after an order has been transferred to the applicable delivery provider.

6. Order Tracking

When tracking information is available, customers will receive a shipping-confirmation email containing a tracking number or tracking link.

Tracking information may take up to 48 hours to become active after the shipping confirmation has been issued.

Some economy, cross-border or local shipping services may provide limited tracking updates.

If an order contains multiple packages, each package may have a separate tracking number.

7. Correct Shipping Information

Customers are responsible for providing complete and accurate delivery information during checkout.

Before submitting your order, please confirm that the following details are correct:

Full name.
Street address.
Apartment, suite or unit number.
City.
State, province or territory.
ZIP or postal code.
Country.
Telephone number.
Email address.

Orders submitted with a delivery address outside the United States or Canada will be cancelled.

Luma Wellness is not responsible for delays, failed deliveries, lost packages or additional charges caused by incorrect or incomplete information supplied by the customer.

8. Address Changes

We may be able to update the address only if the order has not yet been processed or transferred to our fulfillment partner.

Once an order has entered processing or has been shipped, we cannot guarantee that the delivery address can be changed.

Customers may need to contact the carrier directly to request a delivery modification. Carrier fees may apply.

9. Canadian Customs, Import Duties and Taxes

Orders delivered to Canada may be subject to:

Import duties.
Customs fees.
Federal or provincial taxes.
Brokerage charges.
Handling fees.
Regulatory inspections.

Unless specifically collected during checkout, these charges are not included in the product price or shipping fee and are the customer’s responsibility.

Luma Wellness does not control customs charges and cannot predict the amount that may be assessed.

Canadian customers are responsible for confirming that the products ordered may legally be imported, received and used in their province or territory.

We are not responsible for orders delayed, refused, confiscated, destroyed or returned by customs because of local regulations, import restrictions or unpaid charges.

Any refund for a returned Canadian order remains subject to our Return and Refund Policy.

10. Delivery Attempts and Collection

Depending on the carrier and destination, a signature or personal collection may be required.

The customer is responsible for:

Being available to receive the delivery.
Following carrier instructions.
Collecting the package from a designated pickup point.
Responding to delivery notices within the permitted timeframe.

Orders that are not collected or cannot be delivered may be returned to the sender.

Any refund for an unclaimed or undeliverable package will be processed according to our Return and Refund Policy. Original shipping costs and return-to-sender fees may be deducted from the refund where permitted by law.

11. Delayed Packages

A tracking status may occasionally remain unchanged for several days while the package moves through the carrier’s network.

Before contacting us about a delayed delivery, please:

Review the tracking information.
Confirm that the delivery address is correct.
Check for a carrier delivery notice.
Contact the local carrier or delivery office.
Check with household members, neighbours or building reception staff.

If the order has not arrived within two business days after the estimated delivery period, contact us at:

secretpleasure18plus@gmail.com

We will review the tracking information and assist with a carrier investigation when appropriate.

12. Lost Packages

A package is not considered lost solely because it has not arrived by the estimated delivery date.

An order may be considered potentially lost when:

The carrier confirms that it cannot locate the package.
Tracking has shown no meaningful movement for an extended period.
The carrier’s investigation has been completed.
The package is marked as lost by the carrier.

Depending on the circumstances, we may offer:

A replacement.
Store credit.
A refund.

The available resolution will depend on carrier findings, product availability and applicable consumer-protection laws.

13. Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot locate it, please:

Check the delivery location carefully.
Check with other members of your household.
Ask neighbours or building staff.
Contact the carrier.
Allow up to 48 hours, as some carriers update tracking before final delivery.

We will assist with reviewing the delivery information, but we cannot automatically guarantee a refund or replacement when the carrier has confirmed delivery to the address provided.

Any resolution will depend on the results of the carrier investigation and applicable law.

14. Damaged Packages

Inspect your package as soon as it arrives.

If your order arrives damaged, opened, leaking or with a broken safety seal, do not consume the affected product.

Your order number.
A description of the issue.
Photographs of the shipping box or envelope.
Photographs of the product.
Photographs of the shipping label.
Photographs showing any damaged or broken seals.

Do not discard the packaging or damaged product until we have reviewed your claim.

Approved claims may result in a replacement, store credit or refund.

15. Incorrect or Missing Items

You received the wrong product.
An item is missing.
The quantity received is incorrect.
A 12-pack display contains fewer units than stated.

Please include photographs of the package, shipping label and all products received.

We will review the order and provide an appropriate resolution.

16. Refused Shipments

If a customer refuses delivery without prior authorization, the package may be returned to the sender.

Refunds for refused shipments are not guaranteed.

Where a refund is approved, the following may be deducted:

Original shipping charges.
Return shipping charges.
Carrier handling fees.
Customs or import charges.
Any loss in value resulting from damaged packaging.

Consumable products must be returned unopened, sealed and in suitable condition to qualify for a refund.

17. Undeliverable Orders

An order may be considered undeliverable because of:

An incorrect or incomplete address.
An invalid postal or ZIP code.
Repeated failed delivery attempts.
Failure to collect the package.
The recipient being unavailable.
Local delivery restrictions.

If an undeliverable order is returned, we will contact the customer where possible.

Additional shipping charges may apply if the customer requests reshipment.

18. Order Cancellations

Orders may be cancelled only before they enter processing or are transferred to a fulfillment partner.

Once processing or shipment has begun, an order cannot normally be cancelled.

After delivery, the order will be subject to our Return and Refund Policy.

19. Shipping Restrictions

We reserve the right to restrict or cancel shipment when:

The product cannot legally be shipped to the destination.
The carrier does not serve the address.
The delivery address is outside the United States or Canada.
The order appears fraudulent.
The delivery address is incomplete or unverifiable.
The product is unavailable.
The order violates our Terms of Service.
State, provincial, territorial, customs or import rules prevent delivery.

If we cancel an order before shipment, any amount charged for the cancelled item will be refunded to the original payment method.

20. Force Majeure

Luma Wellness is not responsible for shipping delays or failures caused by events outside our reasonable control, including:

Natural disasters.
Severe weather.
Wars or civil disturbances.
Strikes.
Government actions.
Public-health emergencies.
Carrier outages.
Customs disruptions.
Transportation interruptions.
Technical failures affecting carriers or fulfillment partners.

We will make reasonable efforts to provide available updates and assist affected customers.

21. Contact Information

For questions about shipping, tracking or delivery, contact:

Luma Wellness
Email: secretpleasure18plus@gmail.com

Please include your order number when contacting us.