Questions & Answers

Whether you’re new to LUNOVA or ready to upgrade your intimate wellness journey, we’re here to support you. Explore answers to our most common questions about our smart intimate devices, LUNOVA AI Studio tools, premium body-safe materials, product care, shipping, payments, returns, and how our ecosystem is built to deliver more privacy, freedom, self-awareness, and fulfilling connection for every person and relationship.

Frequently Asked Questions

How can I check the estimated delivery time for my order?

After your order is dispatched, you will receive an email with a tracking number. US standard shipping takes 3–6 business days, express shipping takes 2–3 business days. International orders usually arrive within 7–18 business days, depending on customs clearance.

Do you offer free shipping?

Yes. We provide free standard shipping for all US orders with a subtotal over $75 before applying discount codes. Express shipping and international shipping do not qualify for free delivery.

Can I change my shipping address after placing an order?

You may send an email to lunnove@outlook.com to request address modification only before your package is shipped. Once dispatched, we cannot adjust the delivery address. If the package is returned due to a wrong address, you will bear the reshipping cost.

Which regions do you ship to? Are there any shipping restrictions?

We ship to the US, EU, UK, Canada, Australia and Japan. We do not deliver to PO boxes, APO/FPO military addresses, or countries that ban intimate wellness products. Restricted areas will be blocked automatically at checkout.

How do I track my package?

After shipment, a shipping confirmation email containing your tracking link and number will be sent to your registered mailbox. You can also enter your order number on the Order Tracking page of our website to view real-time logistics updates. Tracking data may delay 24–48 hours after dispatch.

What payment methods are supported on the LUNOVA website?

We support mainstream credit cards, debit cards and trusted third-party PCI DSS compliant payment gateways. All payment processing is completed by secure third-party providers, and we will not store your complete credit card information on our servers.

Are all prices displayed on the site including tax and shipping fees?

All product prices are listed in USD, excluding international import duties, local sales tax and shipping charges. Shipping fees will be calculated automatically at checkout based on your delivery location and package weight.

Why was my payment declined?

Common reasons include insufficient card balance, bank transaction limit restrictions, incorrect card information input, or regional payment policy limits. You can try another payment method or contact your bank for unlocking overseas transactions. If problems persist, email us via lunnove@outlook.com.

Will I receive an official order invoice after payment?

Yes. Once your payment is confirmed, an electronic invoice with your full order details will be sent to your registered email address automatically. You can save it for accounting or tax retention purposes.

Is my payment information protected securely?

Absolutely. Our entire website runs under HTTPS encryption, and all payment channels follow global PCI security standards. We never share your payment data with advertising or unrelated third parties, and sensitive financial data is fully encrypted.