Shipping policy
Thank you for shopping with us. Please review our shipping policy carefully before placing your order.
1. Product Origin & Fulfillment
Our products are designed and engineered in Canada. They are manufactured in China. All orders are fulfilled and shipped from Canada.
2. Order Processing
Order processing is same day, Monday to Friday (excluding holidays).
Orders placed on weekends or holidays will be processed on the next business day.
3. Shipping Methods & Carriers
For shipments destined to the USA, we co-operate with Canada Post / USPS, as they do not charge additional brokerage fees. All other courier options to the USA are temporarily disabled due to excessive brokerage fees, which start at $45 in addition to duties and tariffs, regardless of shipment value.
For domestic shipments within Canada, and other international destinations (not the USA), we offer shipping services through UPS, FedEx, Purolator, and Canpar. Applicable couriers and service levels—along with corresponding pricing—will be displayed for selection at checkout based on your shipping address and order details.
4. Estimated Delivery Times
Typical delivery times are:
- Within Canada: 1–5 business days
- United States: 3–10 business days
- International: 2–21 business days
Delivery times vary depending on the courier and service level selected at checkout. These estimates are based on carrier timelines and are not guaranteed.
5. Tracking Information
Once your order is shipped, you will receive an email with tracking information. Please allow up to 48 hours for the tracking number to become active.
6. Duties, Tariffs & Brokerage Fees
Prices listed on our website do not include international duties, tariffs, or brokerage fees. These charges are the responsibility of the customer and may be collected by the carrier or customs authority upon delivery, except in the USA. For orders shipped to the USA, duties and tariffs are calculated and collected at checkout, and will not be collected upon delivery.
We do not accept returns or issue refunds for orders shipped outside of Canada. This includes, but is not limited to, packages that are refused, returned, or undelivered due to unpaid duties, tariffs, or brokerage fees.
7. U.S. Shipping Advisory
Due to ongoing changes in U.S. trade policies and tariffs, shipments to the United States may experience delays. Customs and brokerage processes are subject to change, and couriers may require additional time to process and deliver packages.
8. Incorrect Shipping Information
Customers are responsible for providing accurate and complete shipping information at the time of order.
If an order is returned due to an incorrect, incomplete, or undeliverable address, reshipping and handling fees will apply. Refunds will not be issued in such cases.
9. Shipping Restrictions
We currently ship to Canada, the United States, and most international destinations. If your country is not listed at checkout, please contact us to confirm availability.
10. Lost or Damaged Shipments
If your package is lost or arrives damaged, please contact us immediately. We will initiate an investigation with the carrier. Please note that claims are subject to the carrier’s policies and may take time to process.
11. Customs Delays
International shipments may be subject to customs inspections, which can delay delivery. These delays are beyond our control, and we are not responsible for any resulting inconvenience or loss.
If you have any questions about this policy or need further assistance, please contact our support team at sales@lumenshpl.com.