Shipping Policy
Christmas Delivery - Lunafide does not guarantee Christmas delivery on any orders. However, we do recommend ordering well in advance to receive your order prior to Christmas based on our average production plus shipping times.
DO YOU SHIP TO MY COUNTRY?
Yes! Lunafide ships worldwide, please go through the checkout process to work out your shipping costs to your country.
**There is a risk of packages not arriving to final destinations to the UAE, Israel, Tunisia, Indonesia, Morocco, Algeria, Philippines, Portugal, Austria, Mexico and areas in Africa. Lunafide is not responsible for these lost packages.
HOW LONG WILL IT TAKE FOR MY PACKAGE TO BE DELIVERED ONCE IT’S SHIPPED?
Once your order is placed with Lunafide, there is a processing time to craft your items, which takes approximately 7 - 20 business days for most products before your order is shipped. Cloaks may take up to 25 days to craft.
Once your order is shipped, First class mail in the U.S. should take anywhere from 3 - 5 business days to be delivered
Priority mail should take 2 - 3 business days in the U.S.
You will receive a shipping confirmation email with a USPS tracking number for you to track your package.
*Please note that whatever shipping method you select during checkout the tracking information will not take effect until the package has left our crafting facilities and is shipped out to you.
We will work with shippers as best we can to ensure that packages do make it to our customers as quickly as possible. We reserve the right to determine if packages are still in transit or if they should be considered as lost. If a package is considered lost in transit, we will either replace the order or issue store credit for the purchase price of the order. Refunds won’t be provided for packages considered to be lost in transit.
For USA orders : We kindly request that you notify us if your package has not arrived within 2 weeks of shipping, and we will investigate promptly.
Due to the unique manufacturing process for our cloaks, production may take up to 25 business days prior to shipping, depending on demand surge.
International Packages: Once shipped, International packages to Canada or Australia are typically estimated to be 1 to 3 weeks to arrive.
Packages shipped to other international destinations typically take 3 to 6 weeks to arrive.
Lunafide does not have control over delivery and cannot be held responsible for packages once they are handed off to the shipping / postal services.
HOW DO CUSTOMS FEES APPLY TO INTERNATIONAL PACKAGES?
All taxes, duties, and customs fees are the responsibility of the recipient of the package. Contact your local customs office for more information regarding your country's custom policies. Any Packages returned due to customs fee not paid, will be refunded minus the cost of shipping.
If you decline to pay these duties and taxes due to the carrier upon delivery of your order, the package may be considered abandoned, destroyed, or returned to our distribution centre. Under these circumstances, we, unfortunately, cannot consider requests for refunds or replacement shipments.
WHAT IF I RECEIVE NOTICE THAT MY ORDER HAS BEEN DELIVERED BUT I DID NOT RECEIVE IT?
USPS, UPS, and DHL often send premature delivery notices. When this happens, the package usually arrives within three days following the notice. If your package still hasn't arrived within that time frame, you should contact the appropriate shipper/postal carrier's facility nearest to the shipping address and inquire about the package's whereabouts.
It is the customer's responsibility to contact your local shipper/postal carrier in these instances because the package is showing that it has been delivered.
Reporting a package missing/stolen: Contact the appropriate shipper/postal carrier and report that your package is missing/stolen. The shipper/postal carrier will open an investigation and issue a Case Number.
Once you have reported the package missing/stolen and received a Case Number, Send an email to Customer Support at: info@lunafide.com with your verifiable case number from the shipping carrier.
***This is not an insurance claim for a lost or missing package, "Delivered" packages are not eligible.
Please do not confuse this report with a lost package inquiry. Lost package inquiry numbers will not be accepted for order replacement or reimbursement.
International Missing packages: For lost or missing International packages, Regrettably, we cannot send out a replacement. We investigate missing packages on a case to case basis. We will not reimburse shipping costs for any missing or lost international packages.
Incorrect or incomplete addresses: Lunafide will not replace or reimburse any order not received due to an inaccurate or incomplete shipping address provided by the customer.