Shipping & Returns
Everything about how your order gets to you, and what happens if you want to send it back.
Shipping
Where we ship
We currently ship within the United States only.
We’d like to open up more countries later. If you’re outside the US and want the NeckRelief, tell us where you are — it genuinely helps us decide where to ship next.
Shipping cost
Shipping costs are calculated at checkout based on your location and order. Any applicable charges will be displayed before you complete your purchase.
Processing time
Orders are usually dispatched within 1–3 business days. You’ll receive a tracking email as soon as your parcel leaves the warehouse.
Delivery times
Most orders arrive within 7 to 15 business days from dispatch.
This is an estimate rather than a guarantee. Carrier delays and busy periods can add time. If we can’t ship your order within the time stated at checkout, we’ll contact you with a revised date and you can either accept it or cancel for a full refund.
Tracking
Every order ships with tracking. You’ll receive an email with your tracking number as soon as your order is dispatched. If it hasn’t arrived, please check your spam folder before getting in touch. You can look up a number any time on our track your order page.
Incorrect addresses
Please double-check your shipping address at checkout. If an order is returned to us because the address was incomplete or incorrect, we’ll contact you to arrange a re-send.
Split shipments
If you order more than one item, they may arrive separately and on different days. Each parcel will have its own tracking number.
Returns
Our full refund policy is the authoritative version. The summary below covers the everyday cases.
Sale items are final sale
Items bought at a discounted or promotional price — including our launch pricing and multi-pack offers — are final sale and can’t be returned or exchanged for a change of mind. Damaged, faulty or incorrect items are still covered (see below).
Full-price items: 30 days
For items bought at full price, you have 30 days from the day your order is delivered to request a return. The item needs to be unused and in its original packaging with everything it came with.
How to start a return
Contact us or email lumeroa.store@gmail.com with your order number before sending anything back. Once your return is approved, send it to:
LUMEROA
475 N Granada Ave, Apt 6111
Tucson, AZ 85701
United States
Items sent back without an approved return request may not be accepted or refunded.
Return shipping
You’re responsible for the cost of shipping your return to us, and we recommend a trackable service. Original shipping charges aren’t refundable.
Refunds
Once your return has been received and checked, approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may take a few extra days to show it on your statement.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty, or isn’t what you ordered, message us with your order number and a photo as soon as possible. Where the problem is confirmed, we’ll offer a replacement or a refund — whether or not the item was bought on sale.
Cancellations
If you need to cancel or change an order, contact us as soon as possible. We can usually cancel an order that hasn’t shipped yet. Once it has been handed to the carrier, it can no longer be cancelled and is covered by the refund policy.
Items we can’t accept back
For hygiene reasons we can’t accept returns of items that have been used, unless they are faulty.
Your statutory rights
Nothing on this page affects your statutory rights as a consumer, including any right to cancel or to a remedy for faulty goods under the law where you live.
Questions
If anything here is unclear, get in touch. A person reads every message. You may also find what you need on our FAQ page.
LUMEROA · 475 N Granada Ave, Tucson, AZ 85701, United States · lumeroa.store@gmail.com