Shipping policy

Shipping

We Ship WORLDWIDE! Wherever you are in the world, we will get your order to you under certain exceptions!

What are the payment options available?

We accept all major credit and debit cards through the Stripe-powered Shopify Payment system. We also accept PayPal and Apple Pay as well. If your card was declined then please do not worry, simply contact us and we will advise you.

When will my order arrive?

Shipping to the USA (Domestic)

Online orders placed with "Standard Shipping" may take up to 48 hours to process before shipping from our warehouse (Excluding weekends). Estimated delivery dates depend on location and are typically scheduled to arrive 1-3 weeks after an order has shipped.

*EXCEPTION: WE CANNOT SHIP TO MILITARY BASES

*PLEASE NOTE, some packages might get delayed due to customs or the Holiday season. 

Shipping to other countries (International)

Online orders placed with "Tracked International Shipping" may take up to 48 hours to process before shipping from our warehouse (Excludes Weekend). Estimated delivery dates depend on location and normally take around 2-4 weeks. 

Orders placed with "Priority Shipping" are typically scheduled to arrive 1-3 weeks after an order has shipped.

*Some International destinations may take longer than 8 weeks (BRAZIL, ARGENTINA, SOUTH AFRICA, MEXICO, KUWAIT, SAUDI ARABIA, COSTA RICA, TURKEY). Please make sure you plan accordingly. These destinations have customs and clearing process that can delay deliveries.

Has my order been dispatched yet?

Most orders are generally dispatched within 24 hours (Excludes Sunday), sometimes longer. You will receive an email when your order has been dispatched, please check your SPAM/Junk box in case it slips in there. Your email will include a tracking number which you can use to track your order via our order tracking page. If you cannot find your confirmation email, contact us at luxlighterteam@gmail.com and we can give you real-time information on whether your order has been dispatched or not. It always takes 2 to 4 days before the package is checked into the carrier's tracking system. 

 

Why is there is no tracking information on my order?

For some shipping companies, it takes up to 5-6 business days for the tracking information to update on the system. If your order was placed more than 7 business days ago and there is still no information on your tracking number, please contact us.

My item arrived broken or damaged what can I do?

If your product is damaged then please take photos and a video, and send them to luxelighterteam@gmail.com. We will arrange a new shipment in 24 hours. We are not responsible for any damages to boxes, cases, or others' packaging. This is the responsibility of the carrier to handle them with care, we have no control over this.

Can I cancel or change my order?

We always try our best to cancel your order, however, if your order has already been shipped then we cannot cancel your order.

If you would like to change your order then please contact us ASAP. We will try our best to accommodate any changes if your order hasn't already been shipped. Once your order has been shipped we will not be able to change the order.

My order is still not here please help.

If your order has taken longer than 75 days (For Brazil and South Africa is 105 days) from dispatch then please contact us and we will look into it for you. We will arrange a new shipment using a different courier company.

If the transporter determines that your package is lost in transit our company will ship you a free replacement package free of charge.  

I ordered multiple items but only received one.

If you ordered multiple items you may receive them in separate packages. If this is the case, you should receive multiple tracking numbers sent to your email.

I placed an order with an incomplete or incorrect address. What can I do?

If you placed an order with an incomplete or incorrect address and the item has not been shipped yet, we can update the address for your order as long as you contact us immediately. But, if the order has already been shipped and is in transit, we will contact the transporter to update the address; however, we can't guarantee that it will be delivered to your preferred address. In addition, if the transporter has attempted to deliver the item but is unsuccessful, we can not provide any refunds or replacement due to the incorrect or incomplete address provided by the buyer. 

What Is Your Return Policy?

Change your mind? Our 30-day return policy gives you ample flexibility. The confidence we have in our supply chain and products underpin our commitment to our customers. Keep in mind, that we are not able to cover the shipping return cost and can not refund the initial shipping fee once the order has been shipped. Terms and conditions apply.