Frequently Asked Questions
Before you email us, check if your question is answered here. These are the things most customers ask about, listed in plain language.
How fast is shipping to the US?
Most US orders arrive within 2-4 business days after they leave our warehouse. Once your order ships, we’ll send you a confirmation email with tracking information so you can see exactly where it is.
Do you ship to Canada?
Yes, we do. Canadian orders typically arrive in 4-7 business days. Shipping fees and estimated delivery dates are shown at checkout before you pay, so there are no surprises.
How do I track my order?
You’ll get a tracking link by email the moment your order ships. You can also log into your LUMENEDGE account anytime to check the current status. If something seems off, email us at [email protected] and we’ll look into it.
What is your return policy?
You have 30 days from the delivery date to start a return. Just email us and we’ll send a prepaid return label at no cost. Items that have been opened, used, or show wear may not qualify for a refund, especially personal care and hygiene products.
When will I get my refund?
After your return arrives at our warehouse and passes inspection, refunds are processed within 3-5 business days. The money goes back to the original payment method.
What payment methods do you accept?
We accept all major credit cards and debit cards, including Visa, Mastercard, American Express, and Discover. Every payment is handled securely, so your card details stay private.
Are your products genuine?
Yes. We work with established suppliers and authorized distributors, and every product goes through a quality check before it’s listed for sale. If you ever receive something that doesn’t match its description, contact us and we’ll make it right.
How do I find the right size for clothing?
Every apparel product page includes a size chart with real measurements. If you’re between sizes, most items run true to size, and going up one size usually gives a more relaxed fit. Still unsure? Send us a message and we’ll help you compare measurements.
How should I care for what I buy?
Care instructions vary by product, so check the product listing for specific guidance. As a general rule, machine wash cold and air dry for apparel, keep electronics and accessories away from moisture, and store outdoor gear in a cool, dry spot when it’s not in use.
What happens if my order arrives damaged or is missing an item?
We’re sorry if that happens. Email us at [email protected] within 48 hours of delivery with your order number and photos showing the issue. We’ll arrange a replacement or a return, whichever fits your situation best.
How do you handle my personal information?
We use your data only to process orders, arrange delivery, and improve our service. We never sell your personal information to third parties. You can request a copy of your data, ask us to delete it, or unsubscribe from marketing emails at any time.
How can I contact LUMENEDGE?
The fastest way to reach us is by email at [email protected]. We usually respond within one business day. Our mailing address is 350 Fifth Avenue, Suite 1200, New York, NY 10118.