HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer messages and emails in the order they are received and strive to respond as promptly as possible. We typically reply within 24 hours of receiving a message or email.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Once an order is placed, our warehouse staff can pack and ship your order within 24 hours If the product is in stock, it’s not always possible to process address change requests. If you notice an error, please email us ASAP with your name and order number so we can try to make corrections before your package departs. There's no guarantee we can make the change, especially once it leaves our warehouse, but we'll do everything we can!
HOW LONG IS THE PROCESSING PERIOD?
Order processing times are between 1-3 business days after the day you place your order. Most packages are prepared within 24 hours, but if our warehouse is exceptionally busy, processing times may extend up to 3 business days following the day you placed your order.
GENERAL SHIPPING INFORMATION:
Our warehouse processes and ships out all orders Monday through Friday (excluding major holidays). After placing your order, your package should be shipped out within 1-2 business days, and you will receive an email with the tracking number shortly after. Please allow up to 2-4 weeks for non-personalized orders and 4-6 weeks for personalized orders for delivery.
WILL MY ORDER COME IN ONE PACKAGE?
Depending on the size of your order, you may receive separate packages that could arrive 1-2 business days apart.
OUT OF STOCK/BACK ORDERED ITEMS:
If any of your items are out of stock, we will send you an email to inform you of the expected shipping date. If the items are not expected to be restocked within 2 weeks, we will automatically refund you for those items.
ADDRESS CHANGES:
Our warehouse staff are super quick, so if you notice an error, please email us ASAP with your name and order number so we can try to catch your package before it departs. There's no guarantee we can change it, especially once it leaves our warehouse, but we'll do everything we can!
I RECEIVED A DAMAGED ITEM, WHAT DO I DO?
We apologize that your shipment didn't arrive in perfect condition! Please contact us with your name and order number for further assistance.
HOW CAN I TRACK MY ORDER?
Simply go to the Track My Order link on the Home Page or in the Main Menu and input your tracking number to see where your package is. If you need further assistance, we are always here to help you.
WHY ISN'T MY TRACKING NUMBER WORKING?
Often, tracking numbers will only function on domestic orders, as foreign postal systems may not update the location of the package in our carriers' systems. International shipping usually takes between 2-4 weeks for non-personalized orders and 4-6 weeks for personalized orders. If your order is domestic and the tracking number doesn’t work, please let us know so we can ensure that your items were properly shipped.
THE TRACKING NUMBER SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY ORDER?
All domestic (U.S.) delivery issues become the responsibility of USPS once they have been shipped from our warehouse or suppliers. You can contact USPS at (800) 275-8777 to locate your package at your local post office.
WHAT DO I DO IF SOMETHING IS MISSING IN MY ORDER OR IS DAMAGED?
If any of your purchased items are missing or damaged, please contact us immediately to resolve the issue. We have a Money Back Guarantee which lasts 30 days from the delivery of your order, so make sure to contact us within that time frame. To get in touch with us for assistance, please either use the Contact Us tab or email us at support@lujoandco.com.