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Shipping and Tracking FAQUpdated 2 months ago

To view our current shipping policy, please click here!

 How long will it take to get my order?It depends on where you are and which shipping method you chose. Orders processed here will take 5-7 business days to arrive. International deliveries can take anywhere from 7-21 days. Delivery details will be provided in your confirmation email! 

No matter which shipping method you choose, there is always a 1-2 business day processing window. This means that if you choose FedEx 2 Day shipping, you should still plan for about two extra business days before your package goes out the door. Because of the crazy amount of action our warehouse gets, we need that time to make sure every order is perfect! 

PLEASE NOTE: If any part of your order contains a backordered item, your parcel will not ship until the backordered item is back in stock. This policy significantly reduces our eco-footprint. 

You can check your current order status here!

 What shipping carriers do you use? Currently we use USPS and FedEx! You’ll be asked to select a delivery method during checkout.

 Do you ship internationally? Yes, we ship all over the world*. Shipping costs do not cover any custom or duty fees that may occur. 

You can also click here to see a list of Authorized Luxa Retailers!

* Please note that, because of shipping regulations, we do not currently ship to South Africa or Angola. We hope this changes in the future!

 What are customs duties, and am I responsible for paying them? These fees are taxes due on goods when transported across international borders, and each country has its own customs rules and guidelines. You, the buyer, are responsible for any applicable payment before shipment can be delivered.

 How can I find out the status of my order? Once your order is shipped, you will receive an email with tracking information so that you can follow your package's journey! 

You can also check your order status at any time by clicking here while logged into the site.

 What do I do if I suspect my package is lost, or if it says it's been delivered when it hasn't? While we do our very best to ensure that your package will arrive safe and sound, occasional issues can occur with shipping carriers. 

If your package is in transit but it has been more than 7 days (US) or 14 days (international) since the last tracking update, please fill our our Lost Package Form here.

Sometimes the tracking information will show something has been delivered when it hasn't actually been delivered yet. Oftentimes it will show up in the next few days! Because this is a known issue with some carriers, we kindly ask that customers allow a few days from the date your order was marked delivered to see if it shows up. If your package does not arrive within 5 days (US) or 7 days (international) of being marked delivered, please fill out our Lost Package Report form so that we can get you taken care of as quickly as possible!

 Why was my order marked "Returned to Sender" by the carrier, and what can I do? A package may be returned to sender if the carrier finds that it cannot be delivered to the addressee, such as when the shipping address is incomplete or invalid as entered. 

If your package is still in transit, we recommend reaching out to your shipping carrier's local branch promptly to see if the package can be rerouted to you! 

If the package has been returned to our Warehouse, don't worry! We are happy to reship it to you for an additional Reshipment and Reprocessing fee. Once your package has arrived, we will get in touch with you via email to confirm the details of the reshipment! 

Our Reshipment and Reprocessing covers the cost of shipping the package to you, as well as the internal costs of reprocessing the package. As a friendly reminder, original shipping fees are non-refundable unless the error has occurred on our part.
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