FAQs

FREQUENTLY ASKED QUESTIONS
WHAT METHODS OF PAYMENTS ARE ACCEPTED?

WE CURRENTLY ACCEPT ALL MAJOR DEBIT/CREDIT CARDS (VISA, MASTERCARD, AMERICAN EXPRESS, DISCOVER, ETC). WE NO LONGER ACCEPT PAYMENTS THROUGH PAYPAL AS A PAYMENT PROVIDER.

HOW LONG WILL IT TAKE MY ORDER TO BE SHIPPED?

ALL ORDERS ARE PROCESSED AND SHIPPED WITHIN 1-2 BUSINESS DAYS. THE CUSTOMER IS EMAILED A TRACKING NUMBER WHEN THE ORDER SHIPS. ORDERS TYPICALLY ARRIVE WITHIN 10-15 BUSINESS DAYS AFTER THE ORDER HAS SHIPPED. TIMELINES FOR ARRIVAL DEPEND ON DOMESTIC LOCATION. DELIVERY DELAYS ARE NOT COMMON BUT CAN OCCUR AND ARE NOT CONTROLLED BY OTAKULAMPS. PLEASE NOTE, SOME DOMESTIC ORDERS OVER $100.00 MAY REQUIRE A SIGNATURE FOR DELIVERY. IF AN ATTEMPTED DELIVERY NOTICE IS LEFT BY THE SHIPPING COURIER, PLEASE FOLLOW UP FOR REDELIVERY OR PICKUP INSTRUCTIONS. LUMINALOGY CANNOT SCHEDULE REDELIVERY ATTEMPTS.

WHAT COUNTRIES DO YOU SHIP TO?

CURRENTLY, WE SHIP TO THE UNITED STATES, CANADA, THE UNITED KINGDOM, THE EUROPEAN UNION, AUSTRALIA, AND SINGAPORE. WE ARE CURRENTLY WORKING ON FINDING A SHIPPING PROVIDER THAT CAN SERVICE OTHER COUNTRIES WITHOUT AN EXCESSIVE DELAY IN DELIVERY, HOWEVER IT MIGHT BE SOME TIME UNTIL WE CAN ACCOMPLISH THIS FOR ALL CUSTOMERS.

WHAT SHIPPING COMPANY DO YOU USE, WHERE DO YOU SHIP TO, AND HOW CAN I TRACK MY ORDER?

WE OFFER FREE SHIPPING ON ALL ORDERES! THE PRIMARY SHIPPING PROVIDER FOR INTERNATIONAL ORDERS IS YUNEXPRESS. THE LAST MILE DELIVERY SERVICE IN THE UNITED STATES IS PROVIDED BY THE UNITED STATES POSTAL SERVICE (USPS). OTAKULAMPS SHIPS TO P.O. BOXES AND U.S. MILITARY BASES IN ADDITION TO RESIDENTIAL AND BUSINESS ADDRESSES.

PLEASE MAKE SURE THE ADDRESS IS ENTERED IN ENGLISH AND CORRECTLY FORMATTED TO AVOID RETURNS. TRACKING NUMBERS ARE EMAILED WHEN THE ORDER SHIPS. ONCE ITEMS ARE SHIPPED, CUSTOMERS MAY TRACK THE PACKAGE VIA THE SHIPPING CARRIER INDICATED IN THE SHIPPING NOTIFICATION EMAIL.

MY ADDRESS IS WRONG. CAN I CHANGE MY ADDRESS?

WE ARE UNABLE TO CHANGE THE SHIPPING ADDRESS ONCE AN ORDER HAS SHIPPED. PLEASE DOUBLE CHECK THE ADDRESS BEFORE COMPLETING THE ORDER AT CHECK OUT. MAKE SURE APT, UNIT, OR SUITE NUMBERS ARE INCLUDED IF NECESSARY. IF AN ADDRESS WAS ENTERED IN ERROR, PLEASE EMAIL SUPPORT@LUMINALOGY.COM WITH THE ORDER NUMBER AND CANCELLATION REQUEST IMMEDIATELY. WE WILL CANCEL THE ORDER ALLOWING CUSTOMERS TO REORDER AND INPUT THE CORRECTED INFORMATION. PLEASE NOTE, WE CANNOT CANCEL ORDERS ONCE THEY HAVE BEEN SHIPPED.

HOW CAN I CANCEL MY ORDER?

ORDER CANCELLATION REQUESTS SHOULD BE MADE AS SOON AS POSSIBLE AS SOME ORDERS MAY SHIP THE SAME DAY. WE ARE UNABLE TO CANCEL ORDERS WHICH HAVE BEEN SHIPPED AND ARE EN ROUTE TO THE CUSTOMER.

I RECEIVED MY TRACKING NUMBER BUT IT’S NOT UPDATING, COULD YOU LOOK INTO IT?

TRACKING NUMBERS CAN TAKE UP TO 48 HOURS BEFORE UPDATING. IF AN UNUSUAL AMOUNT OF TIME PASSES BEFORE SHOWING AN UPDATE, PLEASE SEND EMAIL SUPPORT@LUMINALOGY.COM WITH YOUR ORDER NUMBER AND WE WILL TRY OUR BEST TO LOOK INTO THIS FOR YOU.

MY PACKAGE SAYS ‘DELIVERED’ BUT I DO NOT HAVE IT, WHERE IS IT?

SHIPPING COURIERS SCAN PACKAGES "DELIVERED" AFTER THE MAIL CARRIER DELIVERS. IF YOU RECEIVED A "DELIVERED" STATUS BUT BELIEVE IT IS HAS NOT BEEN DELIVERED, PLEASE FOLLOW UP WITH THE LOCAL USPS POSTAL DELIVERY PERSONNEL OR POST OFFICE FOR FURTHER INFORMATION. WE ALSO SUGGEST FOLLOWING UP WITH PERSONS IN THE HOME, RESIDENTIAL COMPLEX, ETC. WHO MAY HAVE RETRIEVED THE ITEM ON YOUR BEHALF.

I MADE A MISTAKE ON MY ORDER. CAN I CHANGE OR ADD ITEMS TO MY CURRENT ORDER?

IF AN ITEM CHANGE IS NEEDED, PLEASE EMAIL SUPPORT@LUMINALOGY.COM WITH THE ORDER NUMBER AND REQUEST AN ORDER CHANGE OR CANCELLATION. THE ORDER CAN BE CHANGED OR CANCELED ALLOWING CUSTOMERS TO REORDER THE PREFERRED ITEM AND/OR ADD ADDITIONAL ITEMS. PLEASE NOTE, WE CANNOT CANCEL ORDERS ONCE THEY HAVE BEEN SHIPPED.

DOES LUMINALOGY ACCEPT REFUNDS?

IF YOUR ORDER HAS NOT BEEN PROCESSED AND SHIPPED, THERE IS A TIME WINDOW WHEN A CUSTOMER CAN CANCEL THEIR ORDER AND WE CAN REFUND THEM. HOWEVER, ONCE WE HAVE SHIPPED AN ORDER, WE CANNOT CANCEL OR REFUND YOUR ORDER. IF WE HAVE SENT YOU A DEFECTIVE OR BROKEN PRODUCT IN ANY WAY, WE ARE MORE THAN HAPPY TO SEND A REPLACEMENT FREE OF CHARGE. PLEASE EMAIL SUPPORT@LUMINALOGY.COM AND PROVIDE AN ORDER NUMBER AND A DETAILED EXPLANATION OF THE ISSUE. REFUND REQUESTS ARE HANDLED ON A CASE BY CASE BASIS.

DOES LUMINALOGY ACCEPT RETURNS?

UNFORTUNATELY, DURING THIS TIME WE ARE NOT ACCEPTING ANY RETURNED ITEMS. IF WE HAVE SENT YOU A DEFECTIVE OR BROKEN PRODUCT IN ANY WAY, WE ARE MORE THAN HAPPY TO SEND A REPLACEMENT FREE OF CHARGE. PLEASE EMAIL SUPPORT@LUMINALOGY.COM AND PROVIDE AN ORDER NUMBER AND A DETAILED EXPLANATION OF THE ISSUE.

HOW DO I CONTACT SOMEONE AT LUMINALOGY?

ALL INQUIRIES CAN BE SENT VIA EMAIL TO SUPPORT@LUMINALOGY.COM. PLEASE ALLOW UP TO 24 HOURS TO RESPOND TO EMAIL CORRESPONDENCE. EMAILS RECEIVED ON WEEKENDS AND HOLIDAYS WILL BE ANSWERED THE NEXT BUSINESS DAY. IF THE INQUIRY IS REGARDING AN EXISTING ORDER, PLEASE MAKE SURE TO INCLUDE THE ORDER NUMBER AND A MESSAGE TO EXPEDITE THE RESPONSE AND RESOLUTION. PLEASE NOTE, SENDING MULTIPLE EMAILS WITH DIFFERENT MESSAGES, MAY SLOW DOWN THE RESPONSE TIME. WE ENCOURAGE CUSTOMERS TO SEND ONE MESSAGE PER ORDER INQUIRY.