Shipping policy

Last updated: November 29, 2025

This Shipping Policy describes how orders are processed, shipped, and delivered for purchases made through the Lumaglow® online store.

Vecaura Inc., operating as Lumaglow® ("Lumaglow®", "we", "us", or "our"), reserves the right to update this Shipping Policy from time to time. Any changes will apply to orders placed after the updated policy is posted.

If you have any questions about shipping, please contact us at contact@thelumaglow.com.

1. Order Processing Times

  • Orders are typically processed within 1–3 business days (Monday to Friday, excluding statutory holidays).
  • During peak periods, promotions, new launches, or unexpected events, processing times may be longer.
  • Orders placed on weekends or holidays will generally begin processing on the next business day.

Processing time is separate from shipping transit time.

2. Shipping Destinations

We currently ship to:

  • Canada
  • United States

We may offer international shipping (including to certain countries in Europe and other regions) depending on carrier availability and applicable regulations. Available destinations will be displayed at checkout.

If your location is not available at checkout and you are interested in placing an order, you may contact us at contact@thelumaglow.com to inquire.

3. Shipping Methods, Rates & Delivery Estimates

Shipping options and rates are calculated and displayed at checkout based on:

  • Your shipping address,
  • The weight, dimensions, and quantity of the product(s) in your order, and
  • Available carrier services at the time of purchase.

Estimated delivery times (after your order has been processed) typically fall within the following ranges:

  • Within Canada: approximately 2–8 business days, depending on your region and selected service.
  • To the United States: approximately 4–10 business days, depending on your region and selected service.
  • International (where available): approximately 7–21 business days, depending on destination and selected service.

Please note:

  • These timeframes are estimates only and may be affected by carrier delays, customs processing, weather, and other factors beyond our control.
  • Any free shipping offers or thresholds (if applicable) will be described on our website or at checkout and may be subject to change.

4. Order Tracking

Once your order has shipped, you will normally receive a shipping confirmation email that includes:

  • The carrier (where applicable), and
  • A tracking number or tracking link, if tracking is available for your selected method.

If you have not received a shipping confirmation or tracking information within a reasonable time after placing your order, please check your spam/junk folder and then contact us at contact@thelumaglow.com with your order number.

5. Customs, Duties & Taxes (International Orders)

For orders shipped outside of Canada, including to the United States and other international destinations:

  • Your order may be subject to import duties, customs fees, taxes, and other charges imposed by your local customs authorities.
  • These charges are typically not included in the product price or shipping cost at checkout and are the responsibility of the recipient.
  • Customs policies vary widely from country to country; we recommend that you contact your local customs office for more information.

We are not responsible for delays caused by customs processing or for any additional charges once the shipment reaches your country.

6. Shipping to P.O. Boxes & Remote Locations

  • Some carriers may not deliver to P.O. boxes or have restrictions for rural or remote areas.
  • If we are unable to ship to your address using the selected method, we will contact you to arrange an alternative solution (such as a different carrier, different address, or a refund for the order).

7. Incorrect or Incomplete Addresses

Please ensure that your shipping address is complete and accurate at the time of ordering.

  • We are not responsible for orders that are delayed, misdelivered, or returned due to incorrect or incomplete addresses provided by the customer.
  • If an order is returned to us due to an address issue, we may contact you to arrange re-shipment (additional shipping charges may apply) or, where appropriate, offer a refund for the product(s) in accordance with our Refund & Return Policy.

If you realize you made a mistake in your shipping details after placing an order, please contact us as soon as possible at contact@thelumaglow.com with your order number and the correct information. If the order has already shipped, we may be limited in the assistance we can provide.

8. Lost, Stolen, or Delayed Shipments

Once a package has been handed to the carrier, transit and delivery are largely outside of our direct control. However, we will always do our best to assist.

  • If your tracking information indicates that your package was delivered, but you have not received it, please:
    • Check with household members, building management, concierge, or neighbours, and
    • Verify that the shipping address was correct on your order confirmation.
  • If you still cannot locate the package, contact us at contact@thelumaglow.com and we will:
    • Review the order and tracking details, and
    • Where appropriate, work with the carrier to investigate.

In cases of severely delayed, lost, or stolen shipments, resolutions may include replacement, store credit, or refund, where appropriate and at our discretion, taking into account carrier investigations and applicable laws.

9. Damaged or Incorrect Products on Arrival

If your order arrives and:

  • A product is damaged,
  • A product appears defective, or
  • You receive the wrong product(s),

please refer to our Refund & Return Policy and contact us promptly at contact@thelumaglow.com with:

  • Your order number,
  • A description of the issue, and
  • Clear photos of the product(s) and packaging.

We will review the situation and work with you in accordance with our Refund & Return Policy, which may include replacement, a refund, or other appropriate resolution.

10. Order Changes & Cancellations

We begin processing orders shortly after they are placed in order to ship them promptly.

  • If you need to change or cancel an order, please contact us as soon as possible at contact@thelumaglow.com with your order number and request.
  • We cannot guarantee that changes or cancellations can be made once an order has been submitted, especially if it has already been processed or shipped.

If your order has already shipped, you may be able to make use of our Refund & Return Policy, where applicable.

11. Contact Us

For any questions about this Shipping Policy, shipping options available to your location, or the status of an existing order, please contact us at:

Email: contact@thelumaglow.com