We want your Lumora order with you as quickly as possible, wherever you are. Here’s everything you need to know about how we ship, how long it takes and what to do if something doesn’t go to plan.
Where we ship
We ship worldwide. Every order is packed and sent from our warehouse in Chicago, Illinois, in the United States.
You’ll see the delivery options for your address at checkout. If your country isn’t listed, email us at support@lumoraequine.com and we’ll see what we can do.
Shipping costs
Tracked shipping is free on every order, wherever you are in the world. There are no handling fees added at checkout.
No duties or taxes to pay
The price you see on our website is the price you pay. There are no import duties, taxes or customs fees for you to pay, either at checkout or when your order arrives.
Prices and currency
Our prices are set in US dollars. When you visit from outside the US, our store automatically shows prices in your local currency, based on your location. You can change your country or currency at any time from the top of the page (or from the menu on your phone).
At checkout, you’ll pay in the currency shown, using the latest exchange rate, so prices may move slightly as rates change.
Processing time
Orders are packed and dispatched from our Chicago warehouse within 1–2 business days of being placed. Orders placed on a weekend or a US public holiday begin processing on the next business day. You’ll receive an order confirmation email as soon as your order is placed.
Delivery time
Once dispatched, orders usually arrive within 3–7 business days, both in the US and internationally. Orders within the US travel with USPS.
Delivery times are estimates rather than guarantees, and can occasionally run longer during busy periods such as Black Friday and the holidays, or because of severe weather, customs checks or other delays outside our control.
Tracking your order
As soon as your order ships, we’ll email you a tracking number. You can follow your parcel at any time on our Track Order page. It can take a little while for the first scan to appear after your shipping label is created, so if your tracking doesn’t show any updates straight away, please check back later.
For international orders, your parcel is usually handed to your local postal service for the final part of its journey. Tracking can pause for a few days while it clears customs. This is normal.
Checking your address
Please double-check your shipping address at checkout. If you spot a mistake, email us straight away at support@lumoraequine.com. We can update your address as long as your order hasn’t been dispatched. Once a parcel is with the carrier, we may not be able to change where it goes.
Delayed, lost or missing parcels
If your tracking hasn’t updated for several days, or your order is taking longer than expected, email us and we’ll look into it with the carrier.
If your tracking says your parcel has been delivered but you can’t find it, please check around your property, with your neighbors and with your local post office. Parcels are sometimes left in a safe place or marked as delivered a little early. If it still hasn’t turned up, contact us with your order number and we’ll get it sorted.
Damaged parcels
If your order arrives damaged, email us with your order number and a photo of the damage and we’ll get it sorted. Every order is also covered by our 30-day money-back guarantee and our 1-year warranty.
Questions about shipping?
Email support@lumoraequine.com and include your order number if you have one. We’re happy to help.