Everything you need to know about getting an order and sending one back, on one page. The full Shipping Policy and Return and Refund Policy say the same thing in more detail.
Shipping
- Where: street addresses in all 50 states and Washington, D.C. No P.O. boxes, APO/FPO addresses, U.S. territories or international addresses at this time.
- Cost: free on orders of $49 or more (subtotal after discounts, before tax). Flat $5.95 on orders under $49.
- Processing: orders leave our fulfillment partner in Clovis, New Mexico within 1–2 business days (Monday–Friday, excluding U.S. federal holidays).
- Delivery: 2–5 business days after shipping, by USPS or UPS. Most orders arrive 3–7 business days after you order. Alaska and Hawaii may take a few extra days.
- Tracking: emailed when your order ships. Multi-item orders may arrive in separate packages.
- Problems: no tracking movement for 7 business days, or a package that arrives damaged? Email us within 7 days of delivery (with photos, if damaged) and we'll replace it or refund you at no cost.
Returns
- Window: 30 days from the delivery date.
- Condition: unused, unwashed, in the original packaging with all parts and tags.
- How: email support@lucentisllc.com with your order number. We send return instructions within 1 business day. Ship the item back with tracking within 14 days of receiving them.
- Who pays: you pay return shipping, and the original shipping charge isn't refunded. If the item is defective or we sent the wrong thing, we send a prepaid label and refund everything, including original shipping.
- Refund: to the original payment method within 5–10 business days after we receive and inspect the return.
- Not returnable: personalized or custom items, used or washed items, gift cards.
- Exchanges: place a new order for the size or color you want and return the original for a refund. Defective or wrong items are replaced at no cost.
- Cancellations: email us right away. If the order hasn't shipped, we cancel and refund in full.
Questions
Lucentis LLC
1401 Pennsylvania Ave, Suite 102
Wilmington, DE 19806, USA
Phone: +1 605-524-4927
Email: support@lucentisllc.com
Hours: Mon–Fri, 9am–5pm ET