Shipping policy

Where we ship

LUMANCE ships worldwide. Orders are dispatched from the United States to U.S. addresses and to most international destinations, and every price and shipping charge on this site is shown in U.S. dollars (USD).

Because of our sanctions and export-control obligations, we do not deliver to countries, regions or persons subject to U.S. sanctions or embargoes, including Cuba, Iran, North Korea, Syria, Russia, Belarus and the Crimea, Donetsk, Luhansk, Zaporizhzhia and Kherson regions of Ukraine. A number of other countries are also unavailable at the moment because of payment-network, carrier or regulatory restrictions. If we cannot deliver to a destination, it simply does not appear in the country list at checkout, so you can never pay for an order we are unable to send.

The delivery options and the exact shipping charge for your address are displayed at checkout before you confirm payment.

Shipping rates

• United States, free standard shipping on orders with a merchandise subtotal of $75 or more.
• United States, standard shipping: $6.95 for orders with a merchandise subtotal below $75.
• International shipping: $19.95 flat rate per order to all other eligible destinations.

The merchandise subtotal is the value of the products in your order after any discounts and before shipping and taxes.

Processing time

Orders are prepared for dispatch within 1 to 3 business days after payment is confirmed. Orders placed on weekends or U.S. public holidays begin processing on the next business day. During launches or promotional periods processing can take slightly longer, and we will email you if an order is delayed beyond three business days.

You will receive an order confirmation email as soon as you place your order and a shipping confirmation with a tracking number as soon as the parcel leaves our facility.

Delivery estimates

• United States: 3 to 8 business days after dispatch.
• International: 7 to 15 business days after dispatch, depending on the destination and customs processing.

These estimates are provided by our carriers and are not guaranteed. Weather, carrier backlogs and customs inspections can add time. If your parcel has not arrived within 10 business days (U.S.) or 20 business days (international) of the dispatch date, contact us at support@ngocsenviet.com and we will open a trace with the carrier.

Customs, duties and taxes

International orders may be subject to import duties, VAT, GST or other charges levied by the destination country. These charges are not included in our prices or shipping fees and are the responsibility of the recipient. Customs policies vary widely, so please check with your local customs office before ordering if you are unsure. If a parcel is refused or returned because duties were not paid, we refund the product price minus the original shipping cost and any return charges we incur.

Order limits

To keep stock available for everyone and to comply with the rules of our payment partners, each order is limited to 5 units of any single product. The cart will not accept a larger quantity. If you need a larger quantity for a legitimate reason, write to support@ngocsenviet.com before ordering.

Address accuracy and failed delivery

Please check your shipping address carefully before completing checkout. We cannot change the address once an order has been dispatched. Parcels that are returned to us because of an incomplete or incorrect address, or because they were not collected from the carrier, can be re-sent for an additional shipping charge or refunded for the product price minus the original shipping cost.

Lost or damaged parcels

If your order arrives damaged, photograph the outer packaging and the products before discarding anything and email support@ngocsenviet.com within 7 days of delivery. We will replace the damaged items or refund them in full. If tracking shows your parcel as delivered but you have not received it, check with household members, neighbours and your building reception first, then contact us within 7 days so we can investigate with the carrier.

Questions

For anything related to shipping, email support@ngocsenviet.com with your order number. We reply within 1 to 2 business days. LUMANCE is operated by LUMANCE.