This Shipping Policy explains how we process and ship orders placed at Luix the timeframes you can expect, how tracking works, what happens with address changes, lost or damaged packages, international shipments, and related service details. If anything here is unclear, please contact our support team at support@luix.shop or call +1 (512) 557-3274 during business hours.

Processing Time

After you place an order, our team inspects, packs and prepares it for shipment. Our standard processing time is 1 to 2 business days. Processing means we verify payment, confirm the shipping address, perform a final quality check of the items and prepare the parcel for pickup by the carrier. Processing does not include weekends or public holidays. If an item is out of stock or requires additional verification (for example, custom requests or large wholesale orders), we will notify you by email with an updated timeline before shipping.

Shipping Methods, Transit Time & Delivery Estimates

Once your order leaves our facility, the typical transit time is 3 to 5 business days, depending on the shipping method and your delivery location. Combining processing and transit, most customers receive their orders within approximately 4 to 7 business days from the date the order is placed. We offer standard and expedited shipping options where available; expedited options shorten transit time but do not reduce processing time. Exact delivery windows depend on the carrier and destination; the delivery estimate shown at checkout is an estimate and not a guaranteed delivery date.

Shipping Costs and Free Shipping

Shipping costs are calculated at checkout based on the delivery address, the chosen shipping method and the weight/dimensions of the package. When any promotional free-shipping offers apply, those terms will be shown at checkout and in the promotion details. If free shipping is applied in error and an order has already shipped, we will contact you with options rather than retroactively charging you.

Order Tracking and Notifications

When your order ships, we email a shipment confirmation that includes a tracking number and a tracking link. Use that link to follow your package in real time. Tracking shows each carrier scan and the package’s estimated delivery window. If you do not receive a tracking email within three business days of placing your order, please check your spam folder and then contact support@luix.shop so we can locate your shipment.

Address Changes and Delivery Instructions

Please provide a complete and accurate shipping address at checkout. If you need to change the shipping address, contact us immediately. Address changes are only possible during the processing window (1–2 business days) and cannot be guaranteed once the carrier has accepted the package. If the carrier marks a package as undeliverable due to an incorrect or incomplete address provided by the customer, additional shipping or reshipment fees may apply to resend the order to the correct address.

If you have specific delivery instructions (leave at a safe location, call on arrival, etc.), include them in the order notes at checkout. We will forward these to the carrier when possible, but carriers may not always be able to follow special instructions or leave packages without signature depending on their policies.

Signature Requirements and High-Value Orders

For some shipments  especially higher-value orders  the carrier may require a signature upon delivery. If you cannot sign for a package, please plan to have someone available at the delivery address or request delivery to an address where someone can receive it. If a package is left without a signature and later goes missing, liability typically falls under the carrier’s terms; Luix will assist with an investigation and claims process where appropriate.

Lost, Stolen or Damaged Packages

If your tracking shows delivery but you did not receive the package, first check with neighbors and your local post office or carrier facility. Then contact us at support@luix.shop with your order number and tracking details. For damaged items, keep all packaging and take clear photos of the damage and the shipping label, then email them to us. We will work with the carrier and you to investigate, file claims and find a resolution that may include replacement, repair or refund depending on the situation and the investigation outcome.

Undeliverable Packages and Returns to Sender

If a package is returned to Luix because it was undeliverable (for example, wrong address, refused delivery or unclaimed), we will contact you to arrange reshipment. Reshipment may require payment of a new shipping charge unless the return was due to our error or a defective item. We will always explain any charges before sending the replacement.

Returns, Exchanges & Restocking

If you need to return or exchange an item, please follow our Returns & Exchanges process. Returns and exchanges are accepted within 30 days of delivery for items that are unused, in original condition and with original packaging. Luix does not charge any restocking fee. Please contact support@luix.shop to request a return authorization and instructions; following our return process helps us process refunds or exchanges faster.

Refund Timing

Once we receive and inspect your returned item, refunds are processed within 10 business days. The refund will be issued to the original payment method. The time it takes for the refunded amount to appear in your account may vary depending on your bank or payment provider.

Shipping Delays and Force Majeure

Occasionally, shipments are delayed due to factors outside our control  for example, severe weather, carrier disruptions, customs backlogs or public holidays. We will communicate known delays and do our best to provide updated delivery estimates, but we cannot guarantee carrier performance. In such cases, we will assist with tracking and claims, and inform you of available options.

Packaging and Sustainability

Our team packs each order to protect the product in transit using sturdy packaging. We aim to minimize waste while ensuring items arrive in good condition. Where possible, we use recyclable or reusable packing materials.

Contact and Support

If you have any questions about shipping, tracking, returns or delivery issues, please contact our support team:
Email: support@luix.shop
Phone: +1 (512) 557-3274
Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (Central Time — GMT-5)