01 · Order processing

After payment is confirmed, orders generally need 2–4 business days for verification, preparation, and dispatch. During holidays, promotions, or unusually high order volumes, processing may take up to 5 business days. Processing time is separate from the transit estimate and begins after payment confirmation.

02 · Shipping charges

The shipping method and any applicable shipping charge are shown at checkout before you submit the order. The final charge may depend on the destination, order contents, or available shipping service. If an offer provides free or discounted shipping, the conditions will be displayed with that offer or during checkout.

03 · Estimated transit

Transit estimates begin after dispatch and are estimates rather than guaranteed delivery dates. Current reference estimates are:

Actual timing can vary with destination, carrier service, customs clearance, weather, holidays, and other transport conditions. Your checkout confirmation or shipment notice may contain order-specific information.

04 · Fulfillment and split shipments

Orders may be fulfilled through Lumqeva™ or logistics partners. The fulfillment location can vary based on product availability and delivery destination. If items in one order are prepared at different locations, they may arrive in separate parcels with separate tracking details.

05 · Tracking your parcel

When available, tracking information is sent to the email address used for the order after dispatch. A carrier may need about 1–3 business days after label creation to show its first scan. Tracking can pause temporarily as a parcel moves between facilities or passes through customs. If tracking remains inactive beyond a reasonable period, email us with your order number.

06 · Customs and import charges

International deliveries may be subject to import taxes, customs duties, or other charges imposed by the destination country. Unless checkout expressly states that such charges are prepaid, they may be payable by the recipient. Customs procedures and charges are set by local authorities and may affect delivery timing; Lumqeva™ cannot determine or control those assessments.

07 · Address changes and cancellations

If you need to correct an address, change an order, or request cancellation, email us as soon as possible and preferably within 12 hours of placing the order. We will try to accommodate eligible requests, but cannot guarantee changes once order preparation has started or a parcel has shipped. Please check your address carefully at checkout.

08 · Delays, missing parcels, and delivery issues

Severe weather, customs checks, carrier backlogs, peak periods, and transport disruptions can delay a shipment. If the parcel is substantially beyond the estimate or tracking suggests it may be lost, contact service@lumqeva.com with your order number. We will review available tracking and coordinate with the relevant partner. If a parcel is confirmed lost in transit, we will work with you on an appropriate replacement or refund solution, subject to the circumstances and applicable law.

09 · Damaged or incorrect delivery

If a parcel arrives visibly damaged or contains an incorrect or incomplete item, contact us promptly, preferably within 72 hours of delivery. Include your order number and clear photos of the item, packaging, and shipping label when possible. We will review the information and arrange an appropriate resolution for a confirmed issue.