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Last Updated: July 28, 2026 This policy covers order processing timelines, delivery speed, shipping fees, international customs, lost/damaged parcels and address modification rules for all LUNOVA orders.
1. Order Processing Time
All orders start processing within 1–2 business days after payment confirmation.
- Orders placed after 18:00 local time, weekends or public holidays will be processed the next working day
- Large sale events may delay processing by 1–3 days; delay notifications will be sent via email
2. Delivery Zones & Estimated Transit Time
United States Domestic
- Standard Shipping: 3–6 business days
- Express Shipping: 2–3 business daysFree standard shipping for US orders subtotal over $75 (excluding discount codes)
International (EU, UK, Canada, Australia, Japan)
Estimated delivery: 7–18 business days, subject to customs clearance speed. All timelines are estimates and not guaranteed. Customs inspection or global logistics disruptions may extend delivery time.
3. Shipping Fees
- US Standard: Flat $6.99 for orders under $75; free over $75
- US Express: Flat $12.99 (no free shipping threshold)
- International shipping cost auto-calculated at checkout based on destination country and package weightAll fees include packaging, carrier handling and tracking service.
4. Order Tracking
Once dispatched, you will receive a shipping confirmation email with tracking number and link. Carrier tracking data may take 24–48 hours to update after shipment. You can check order status anytime on the Order Tracking page of our website.
5. International Customs & Import Fees
All cross-border shipments may be charged import VAT, customs duties and local processing fees by your national customs department.
- All taxes and duties are the customer’s full responsibility upon delivery
- We cannot predict, control or reimburse customs-related charges
- Customers must confirm local legality of intimate wellness products before placing international orders
6. Lost, Stolen or Damaged Packages
Damaged Upon Receipt
- Take clear photos of outer box, shipping label, inner packaging and damaged products
- Send photos + order number to lunnove@outlook.com within 7 days after delivery
- We file carrier claims and arrange free replacement or full refund after verification
Lost / Stolen Shipments
Contact our support team within 14 days after your estimated delivery date if tracking stops updating or marked delivered without receipt. We launch carrier investigation; full refund or free reshipment will be offered once loss is confirmed.
7. Wrong Shipping Address Rules
- Notify us immediately after order placement if you need address correction (modifications available before dispatch)
- Packages returned to warehouse due to customer address error require extra re-delivery shipping fee paid by customer
- We take no liability for parcels stolen after delivery to the address you input at checkout
8. Shipping Restrictions
We do not deliver to PO boxes, APO/FPO military addresses, or countries with legal bans on adult intimate wellness merchandise. Restricted regions will be blocked automatically at checkout.
Shipping Support
Tracking, delay and delivery issues: lunnove@outlook.com