Shipping Policy

Order Processing

After an order is placed, it may be reviewed for payment authorization, address accuracy, product availability, and fraud prevention before being released for fulfillment.

In-stock orders are forwarded to the appropriate fulfillment location as soon as reasonably possible. Processing time is separate from carrier transit time.

Orders placed during weekends, public holidays, promotional events, or periods of unusually high demand may begin processing on the next applicable business day.

Processing may take longer when:

• Payment or identity verification is required
• The shipping address is incomplete or cannot be validated
• An item is temporarily unavailable or located at another warehouse
• The order contains multiple products fulfilled from different locations
• Severe weather, holidays, or carrier disruptions affect operations

Estimated Delivery Time

Most eligible in-stock orders are estimated to arrive within 1 to 7 business days after dispatch, depending on the destination, selected shipping service, fulfillment location, and carrier network.

The delivery estimate shown at checkout, in the order confirmation, or on the order status page applies to the specific order and takes priority over a general estimate shown in this policy.

Business days generally exclude Saturdays, Sundays, and carrier or public holidays.

Delivery dates are estimates and are not guaranteed unless the selected shipping service is expressly identified as guaranteed.

Shipping Destinations

Available shipping destinations are determined by the shipping zones, product restrictions, fulfillment inventory, and delivery services available during checkout.

If a valid shipping option appears after you enter your address at checkout, the destination is generally eligible for that order.

Some products or shipping services may not be available in every country, state, province, territory, postal code, or remote area.

We may cancel and refund an order if the destination cannot be serviced, the product is restricted, or the carrier cannot accept the shipment.

Shipping Rates and Free Shipping

Available shipping methods and charges are displayed at checkout before payment is completed.

Shipping costs may depend on:

• The delivery destination and postal code
• Package weight and dimensions
• The products and fulfillment locations in the order
• The selected delivery speed
• Carrier-calculated rates and temporary surcharges
• Free-shipping promotions or order-value thresholds

A free-shipping offer applies only when the order meets all conditions shown with the promotion. Taxes, duties, oversized-item charges, remote-area fees, or expedited delivery may be excluded.

Shipping promotions do not normally have a separate cash value and cannot be applied to a completed order unless required by law.

Fulfillment Partners and Amazon MCF

LumaHvn may use third-party fulfillment centers and logistics providers to store, pack, and ship products. Eligible orders may be fulfilled through Amazon Multi-Channel Fulfillment or another authorized provider.

As a result, your package, shipping label, carrier notification, or tracking page may display the name of Amazon or another fulfillment provider even though your purchase was placed directly through LumaHvn.com.

Use of a third-party fulfillment provider does not change your relationship with LumaHvn. For customer service concerning an order placed on LumaHvn.com, contact support@lumahvn.com.

Split Shipments

Products in the same order may be stored at different fulfillment locations. An order may therefore be delivered in more than one package.

Split packages may have different tracking numbers, carriers, and delivery dates.

Receiving one package does not necessarily mean that the entire order has been delivered. Review your shipping emails and order status page for all available tracking information.

You will not normally be charged additional shipping solely because LumaHvn divides an eligible order into multiple shipments.

Tracking Your Order

When tracking information becomes available, it is normally sent to the email address provided during checkout and displayed on the order status page.

A tracking number may be created before the carrier physically scans or collects the package. Tracking can take additional time to show movement.

If tracking has not updated, please:

1. Allow the carrier reasonable time to complete its first scan
2. Check that the tracking number was entered correctly
3. Review the carrier website for notices or service disruptions
4. Check your email for address or order-verification requests
5. Contact support@lumahvn.com if the tracking remains inactive for an unusual period

Shipping Address Accuracy

Customers are responsible for checking the recipient name, street address, apartment or unit number, city, state or province, postal code, email address, and telephone number before submitting an order.

Contact us immediately if you notice an address error. We will make reasonable efforts to update the address, but changes cannot be guaranteed after fulfillment begins.

An address change is not confirmed until LumaHvn customer care confirms it in writing.

Where permitted by law, the customer may be responsible for carrier address-correction fees, return-to-sender costs, and redelivery costs resulting from inaccurate or incomplete information supplied during checkout.

PO Boxes, Military, and Restricted Addresses

Some carriers or expedited services cannot deliver to PO boxes, military addresses, parcel lockers, freight-forwarding facilities, or certain remote locations.

The shipping methods displayed at checkout are based on the address and services available at that time.

We may contact you for an alternative address if the selected carrier cannot service the destination.

International Shipping, Customs, and Duties

International shipping availability and charges are displayed at checkout where supported.

International shipments may be reviewed by customs authorities and may be subject to import duties, VAT, sales taxes, customs charges, brokerage fees, or other local fees.

If checkout expressly states that duties and taxes are included, those listed charges will be collected with the order. Otherwise, the recipient may be required to pay applicable charges directly to the carrier, broker, or local authority.

LumaHvn does not control customs inspections, local assessment methods, or customs clearance time.

Customers are responsible for confirming that ordered products can be lawfully imported into their destination.

Delivery Delays

Although we work with fulfillment providers and carriers to support timely delivery, delays may occur for reasons outside our reasonable control.

Possible causes include:

• Severe weather, natural disasters, or emergencies
• Carrier network congestion or service interruptions
• Public holidays and peak shopping periods
• Customs inspections or border-processing delays
• Labor disruptions or transportation shortages
• Incorrect or incomplete delivery information
• Security, payment, or fraud-prevention reviews
• Events affecting fulfillment centers or inventory transfers

When we become aware of a material delay affecting your order, we may contact you using the information provided during checkout.

Nothing in this section limits cancellation, refund, or delivery rights that apply under mandatory consumer law.

Delivered but Not Received

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

1. Check entrances, porches, mailrooms, garages, and safe locations
2. Ask household members, neighbors, reception, or building management
3. Confirm that the shipping address on the order is correct
4. Contact the local carrier for delivery details
5. Allow up to 24 hours in case the delivery scan was recorded early

If the package is still missing, email support@lumahvn.com with your order number and tracking information.

We may ask the carrier to investigate. A delivery statement, identity confirmation, police report, carrier document, or other supporting information may be requested where reasonably necessary.

Lost or Stalled Shipments

A shipment is not automatically considered lost because tracking has paused or the estimated delivery date has passed.

Contact us if tracking has not updated for an unusual period or the carrier indicates that the shipment may be lost.

We may need to open a carrier or fulfillment investigation before approving a replacement, refund, or other remedy.

If a shipment is confirmed lost, LumaHvn will provide an appropriate resolution in accordance with applicable law, product availability, and the circumstances of the order.

Damaged Packages or Missing Items

Inspect the shipment shortly after delivery. If the package or product is damaged, incomplete, defective, or incorrect, contact us within 5 days after delivery so we can investigate promptly.

Please include:

• Your order number
• A description of the issue
• Photos or videos of the product
• A photo of the shipping label
• Photos of the outer and internal packaging
• A photo showing all products received if an item is missing

Keep the product and packaging until the case has been reviewed. The 5-day reporting request does not remove mandatory rights relating to defective or non-conforming products.

Refused or Unclaimed Packages

If a package is refused, left unclaimed, or returned after failed delivery attempts, contact us before requesting redelivery.

Where permitted by applicable law, costs actually incurred may be deducted from an eligible refund or charged before redelivery, including:

• Original non-refundable shipping charges
• Return-to-sender fees
• Carrier handling or address-correction charges
• Redelivery costs
• Unpaid customs, import, duty, or brokerage charges

A refund cannot normally be completed until the returned shipment reaches the approved fulfillment location and is identified and inspected.

Preorders and Backordered Products

If a product is offered as a preorder or backorder, the product page or checkout may display a separate estimated dispatch date.

A preorder or backordered product may ship separately from in-stock products in the same order.

Estimated release and dispatch dates may change because of manufacturing, inventory, transportation, or customs delays.

If a material delay occurs, we may provide updated information and any cancellation options required by applicable law.

Returns and Exchanges

Do not send products back without first contacting LumaHvn customer care and receiving the correct return instructions.

Return eligibility, return shipping, exchanges, inspections, damaged products, and refunds are governed by our Refund Policy.

Changes to This Shipping Policy

We may update this Shipping Policy to reflect changes in carriers, fulfillment locations, services, shipping rates, legal requirements, or business operations.

The version published when an order is placed will generally apply to that order, subject to mandatory law and any later change that is more favorable to the customer.

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