Shipping Policy
This Shipping Policy describes how Lumorna orders are prepared, fulfilled, tracked, and delivered.
1. Order Preparation
After successful payment confirmation, most orders are prepared within:
1–3 business days.
Business days generally exclude weekends and public holidays.
Processing may occasionally take longer because of:
- High order volume
- Public holidays
- Payment verification
- Inventory checks
- Unexpected fulfillment disruptions
2. Estimated Transit Time
After dispatch, estimated delivery is generally:
7–12 business days.
The delivery estimate does not include the initial 1–3 business day processing period.
Delivery estimates are not guaranteed dates.
Actual transit time can be affected by:
- Destination
- Carrier operations
- Customs procedures
- Weather
- Public holidays
- Transportation disruptions
- Other circumstances outside our reasonable control
3. Shipping Charges
Standard shipping charges are:
calculated at checkout based on destination and the available shipping method.
Customers can review applicable shipping costs before finalizing payment.
This avoids advertising a free-shipping threshold that may not match the actual checkout configuration.
4. Where Orders Are Fulfilled
Products may be fulfilled through facilities or logistics partners selected according to:
- Inventory availability
- Product type
- Customer destination
- Operational requirements
As a result, orders may originate from different fulfillment locations.
Products in the same order may sometimes be shipped separately.
We do not represent that every order ships from a local warehouse unless that information is expressly stated for the relevant product.
5. Shipment Confirmation
When an order has been dispatched, available shipment information will be provided electronically.
Where tracking is available, a tracking number or tracking link may be included.
6. Tracking Updates
Carrier systems do not always update immediately.
It may take additional time after dispatch for the first scan to appear.
Temporary periods without tracking movement do not necessarily mean that a package has been lost.
7. Incorrect Address Information
Please review your delivery information carefully during checkout.
If you discover an error after ordering, contact:
immediately.
We will make reasonable efforts to update the address before fulfillment, but changes cannot be guaranteed once processing or dispatch has started.
8. Delivery Delays
If a parcel is significantly delayed or tracking has not updated for an extended period, contact us with your order number.
We will review the available information and provide reasonable assistance.
9. Lost Shipments
If a package appears to be lost in transit, we may investigate with the relevant carrier or logistics provider.
Where a shipment is confirmed lost before successful delivery, an appropriate resolution may include:
- Reshipment, or
- Refund
depending on product availability and the circumstances.
10. Delivered but Not Located
If tracking states “Delivered” but the package cannot be found, customers should first check:
- The delivery area
- Other household members
- Neighbors
- Building reception
- Secure parcel locations
- Carrier delivery notes
If the parcel remains missing, contact:
We will review the situation where reasonably possible.
A “Delivered” tracking status alone does not automatically result in rejection of a customer claim.
11. Failed Delivery
Delivery can sometimes fail because of:
- Incorrect addresses
- Incomplete recipient information
- Repeated unsuccessful delivery attempts
- Failure to collect the parcel
- Recipient refusal
- Carrier restrictions
Where a new shipment is required solely because inaccurate delivery information was supplied by the customer, reasonable additional shipping costs may apply.
12. Duties and Import Charges
For international shipments, customs duties, import taxes, or other local charges may apply depending on destination.
Where such charges are not collected during checkout, they may be governed by local customs and tax requirements.
13. Contact for Shipping Assistance
Customer Support Email:
service@lumorna.com
Legal Company Name:
Heyuan Zhixin Technology Co., Ltd.
Business Address:
Room 605, Building 1, Dongjiang Haoyuan, west of Binjiang Avenue and south of Keji 4th Road, Heyuan High-Tech Development Zone