Shipping Policy

LUSONOVA Shipping Policy

At LUSONOVA, we are dedicated to ensuring a seamless delivery experience from our store to your doorstep. This Shipping Policy outlines all relevant procedures and terms for shipping, handling, and delivery of physical products purchased from our online store.

1. Order Processing

• Orders are processed Monday through Friday, excluding weekends and public holidays.

• Orders placed before 2 PM (EST) are typically processed the same day. Orders placed after 2 PM are processed the next business day.

• Upon processing, customers will receive an email confirmation including tracking details.

2. Shipping Locations

• Domestic Shipping: We ship across all 50 U.S. states and territories.

• International Shipping: Select international destinations are supported. Shipping availability and cost are displayed during checkout.

3. Shipping Methods & Delivery Estimates

Note: Delivery times are estimates and may vary due to carrier delays, holidays, or customs clearance for international orders.

4. Shipping Rates

• Shipping costs are calculated at checkout based on your location, shipping method, and order weight.

• Free Standard Shipping is available for domestic orders over $75.

• All shipping fees are non-refundable once an order is dispatched.

5. Tracking Orders

• Customers will receive a tracking number via email once the order is shipped.

• You may track your package on the carrier’s website or from your LUSONOVA account dashboard.

6. Lost, Stolen, or Missing Packages

• If your tracking shows “Delivered” but you have not received the package:

  • Please check around your property and with neighbors.

  • Wait 24 hours, as packages are sometimes scanned prematurely.

  • Contact the carrier to initiate a location trace.

• LUSONOVA is not liable for packages lost or stolen after confirmed delivery by the carrier.

• For packages lost in transit (not marked as delivered), we will assist in filing claims and may offer a replacement or refund at our discretion.

7. Shipping Delays

• Delays may occur due to weather, carrier backlog, customs, or other unforeseen events.

• LUSONOVA is not responsible for delays once an order is with the shipping carrier.

• In case of delays beyond 15 business days, please contact us to initiate an investigation.

8. Address Errors

• Customers are responsible for ensuring that shipping information is accurate and complete at checkout.

• Orders with incorrect addresses may be delayed, returned, or incur additional charges for reshipping.

9. Customs, Duties & Taxes (International Orders)

• International customers are responsible for any customs duties, taxes, or import fees that may apply upon arrival.

• These charges are not included in our prices or shipping costs.

10. Order Cancellations & Changes

• Orders can only be modified or canceled within 2 hours of placement. After that, we cannot guarantee changes due to real-time processing.

• Please contact us immediately if you need to request a change.

11. Damaged or Incorrect Orders

• If your order arrives damaged or incorrect, notify us within 3 days of delivery with clear photos and order details.

• We will offer a replacement, refund, or resolution depending on the issue and stock availability.