FAQ
FREQUENTLY ASKED QUESTIONS
HOW DO I PLACE AN ORDER?
Placing an order with lunoviia is quick and straightforward.
Browse our store and open the product page for the item you would like to purchase. Select any available options, such as size, color, style, variation, or quantity.
Click “Add to Cart” to place the selected item in your shopping cart.
When you are ready to order, review your cart and proceed to checkout. During checkout, you will be asked to provide the information necessary to process your payment and deliver your order, including your name, email address, shipping address, and payment details.
If you have an eligible promotional or discount code, enter it in the appropriate field and select “Apply” before completing your payment.
Once your order has been successfully placed, you should see an order confirmation page. A confirmation email containing your order number and purchase details will also be sent to the email address provided at checkout.
If you need assistance, please contact:
HOW LONG DOES ORDER PROCESSING TAKE?
Orders are normally reviewed, prepared, and packed within up to 5 business days after payment has been successfully confirmed.
Business days exclude Saturdays, Sundays, and public holidays.
Please note that order processing time and shipping transit time are separate. The estimated shipping time begins after your order has been dispatched.
Processing may occasionally require additional time during holidays, promotional events, periods of unusually high order volume, inventory adjustments, or other circumstances affecting fulfillment.
WHAT SHIPPING METHODS DO YOU OFFER?
For eligible orders delivered within the United States, lunoviia currently offers the following shipping options:
| Shipping Method | Order Amount | Estimated Transit Time | Shipping Cost |
|---|---|---|---|
| Express Shipping | Any eligible order | 1–2 business days after dispatch | $6.99 |
| Free Shipping | $39.00 or more | 3–5 business days after dispatch | Free |
| Standard Shipping | $0.00–$38.99 | 3–5 business days after dispatch | $3.99 |
Shipping transit estimates begin after dispatch and do not include our order-processing period of up to 5 business days.
The shipping methods available for your order and any applicable charges will be shown during checkout before payment is completed.
DO YOU OFFER FREE SHIPPING?
Yes.
Orders with an eligible merchandise subtotal of $39.00 or more qualify for Free Shipping.
Free Shipping generally has an estimated transit time of 3–5 business days after dispatch.
For eligible orders with a merchandise subtotal between $0.00 and $38.99, Standard Shipping is available for $3.99, with an estimated transit time of 3–5 business days after dispatch.
Final shipping eligibility and available delivery options will be displayed at checkout.
IS EXPRESS SHIPPING AVAILABLE?
Yes.
Eligible orders may choose Express Shipping for $6.99.
Express Shipping generally has an estimated transit time of 1–2 business days after dispatch.
Please remember that this transit estimate does not include our order-processing period of up to 5 business days.
Express Shipping availability will be confirmed during checkout.
WHERE ARE ORDERS SHIPPED FROM?
Orders may be fulfilled through facilities operated by us or through approved logistics, supply, or fulfillment partners.
The actual fulfillment location may vary depending on product availability, stock location, product type, and the destination of the order.
We do not state that every order is shipped from a local U.S. warehouse unless that is the actual fulfillment arrangement for the specific order.
Once your order has been dispatched and tracking information becomes available, the relevant tracking details will be sent to you by email.
DO YOU ACCEPT RETURNS?
Yes.
Eligible products may be returned within 180 calendar days from the date of delivery, subject to the requirements set out in our Return & Refund Policy.
Eligible returns submitted within the applicable 180-day return period qualify for free return shipping.
To be eligible for a return, products should generally:
- Be unused or only reasonably inspected
- Remain in their original condition
- Include original packaging where applicable
- Be accompanied by valid proof of purchase
To request a return, please contact:
Please provide your order number, the product you wish to return, and the reason for the request.
After your return request has been reviewed and approved, our customer support team will provide the applicable return instructions and, where necessary, the designated return warehouse address.
Please do not send returned products to our registered business address unless our customer support team specifically instructs you to do so.
DO I HAVE TO PAY FOR RETURN SHIPPING?
Eligible returns made under our 180-Day Free Return Policy qualify for free return shipping.
Once your return request has been approved, we will provide the appropriate return instructions and, where applicable, a prepaid shipping label or another authorized return method.
Please obtain return authorization before sending any item back.
No restocking fee is charged for eligible returns.
WHEN WILL I RECEIVE MY REFUND?
After an approved returned item has been received and inspected, we will notify you of the status of your refund.
Approved refunds will be issued to the original payment method used for the purchase.
For returns requiring the item to be sent back, approved refunds are generally processed within 5–10 business days after the returned product has been received and inspected.
If a physical return is not required, an approved refund is generally processed within 5–10 business days after approval.
Your bank, card issuer, PayPal, or other payment provider may require additional processing time before the refund appears in your account.
ARE ORIGINAL SHIPPING FEES REFUNDABLE?
Eligible return shipping is free under our 180-Day Free Return Policy.
However, shipping fees originally paid at checkout, including optional Express Shipping charges, are generally non-refundable unless:
- The issue resulted from an error on our part
- The product arrived damaged or defective
- You received an incorrect product
- Your order arrived incomplete
- The product was materially different from its description
- Applicable law requires otherwise
WHAT SHOULD I DO IF AN ITEM IS MISSING OR INCORRECT?
Please contact our customer support team at:
Include:
- Your order number
- The affected product
- A brief explanation of the issue
- Clear photographs of the package or product where relevant
If we confirm that the issue resulted from a shipping or fulfillment error, we will provide an appropriate solution at no additional cost to you.
Depending on the circumstances, this may include a replacement, reshipment, full refund, partial refund, or another suitable resolution.
WHAT IF MY PRODUCT ARRIVES DAMAGED OR DEFECTIVE?
Please contact us as soon as reasonably possible at:
Provide your order number, a description of the issue, and photographs or videos where appropriate.
If the issue is confirmed to have resulted from a product defect, fulfillment error, or shipping issue, we will provide an appropriate solution at no additional cost to you.
Depending on the circumstances, the resolution may include a replacement, refund, reshipment, or another suitable remedy.
HOW DO I KNOW WHETHER MY ORDER WAS SUCCESSFUL?
After completing a successful purchase, you should see an order confirmation page.
A confirmation email should also be sent to the email address entered during checkout. This email may contain:
- Your order number
- Products purchased
- Order details
- Customer information where applicable
If you cannot find the confirmation email, please check your spam or junk folder.
If it is still unavailable, contact:
CAN I CHANGE MY ORDER AFTER PLACING IT?
Please contact us as soon as possible at:
Include your order number and clearly explain the change you would like to request.
We will make reasonable efforts to accommodate changes while the order has not yet entered processing, packing, fulfillment, or shipment.
Once any of these stages has begun, changes may no longer be possible.
CAN I CANCEL AN ORDER?
To request an order cancellation, contact:
Please include your order number and the email address associated with the purchase.
We will make reasonable efforts to process your cancellation if the order has not yet entered processing, packing, fulfillment, or shipment.
Once processing or fulfillment has started, cancellation may no longer be possible.
If the order has already been dispatched, you may request a return after delivery in accordance with our Return & Refund Policy.
HOW CAN I TRACK MY ORDER?
Once your order has been dispatched and tracking information becomes available, you will receive a shipping confirmation email containing your tracking number or tracking link.
Tracking information may take some time to become active after the carrier receives the shipment.
If tracking has not been updated for an extended period, or if your shipment appears significantly delayed or lost, please contact:
Include your order number and any available tracking information so our team can review the shipment.
WHAT IF TRACKING SAYS “DELIVERED” BUT I CANNOT FIND MY PACKAGE?
If your tracking status shows “Delivered” but you cannot locate your package, please first check:
- Around the delivery location
- With other household members
- With neighbors where appropriate
- With your building reception, concierge, front desk, or mailroom
- Any secure location where the carrier may have left the package
If you still cannot locate the package, contact:
Please provide your order number and available tracking details.
We will review the situation and, where appropriate, coordinate with the carrier or fulfillment provider to investigate the delivery.
A tracking status of “Delivered” does not automatically prevent you from requesting assistance regarding a reasonable delivery-related claim.
WHAT IF MY PACKAGE APPEARS LOST OR SERIOUSLY DELAYED?
If your tracking information remains unchanged for an extended period, or your package appears lost or significantly delayed, please contact:
Provide your order number and any available tracking details.
Our customer support team will review the shipment and, where appropriate, work with the carrier or fulfillment provider to investigate the issue and determine a reasonable resolution.
CAN I USE A DISCOUNT CODE?
Yes, if you have a valid lunoviia promotional or discount code.
Enter the code in the designated discount field during checkout and select “Apply” before completing your payment.
Promotional offers may be subject to conditions such as:
- Expiration dates
- Minimum purchase requirements
- Product exclusions
- Usage limits
- Restrictions on combining multiple promotions
Any applicable conditions will be communicated as part of the relevant promotional offer.
WHAT PAYMENT METHODS DO YOU ACCEPT?
The payment methods currently available for your order will be displayed during checkout.
Available payment methods may vary depending on your location, device, payment-provider availability, and other checkout conditions.
Please review the available payment options before completing your purchase.
WHO OPERATES LUNOVIIA?
Brand Name:
lunoviia
Legal Company Name:
Qinhuangdao Houhe Technology Co., Ltd.
Business Address:
Room 201, Building 1, North of National Highway 205, East of Aimin Road, Changli Town, Changli County, Qinhuangdao, Hebei Province, China
Customer Support Email:
service@lunoviia.com
Business Phone:
+86 335 206 8890
Qinhuangdao Houhe Technology Co., Ltd., doing business as lunoviia, operates this website and is responsible for the online store operations and customer support associated with purchases made through the Site.