FAQ'S

Frequently Asked Questions

**How can I get in touch with LUMI-ZOO?**
Feel free to reach out to us via email at info@lumi-zoo.com. Our customer service team is eager to assist you with any inquiries you might have.

**Do you offer international shipping?**
Yes, we ship globally.

**Where are your products shipped from?**
Depends of the stock, normally from our Wharehouse in Texas.

**Can I modify or cancel my order?**
Orders need to be processed swiftly, so any modifications or cancellations should be requested within 12 hours of placing the order. Requests beyond this period cannot be accommodated. However, you can return your order for a full refund once it has been received.

**What payment options do you accept?**
We accept all major credit cards (VISA, Mastercard, AMEX) as well as PayPal.

**When will my order be processed?**
Orders are processed and shipped from our warehouse. Allow extra time during holidays and sales seasons. We handle orders Monday through Friday. Orders are processed within 1-3 business days from the date of the order and shipped the following day. Please note, we do not ship on weekends.

**How long will it take to receive my order?**
Due to high demand, please expect your order to arrive within 2-4 weeks.

**What if my order doesn't arrive?**
If your order hasn't arrived within 30 days after shipping, you are eligible for a full refund.

**Will I have to pay customs and taxes?**
The prices on our website are displayed tax-free in US Dollars, meaning you may be subject to duties and taxes upon receipt of your order. These fees are determined by your local customs office and must be paid by you. We are not responsible for customs delays. For more details on charges, please contact your local customs office.

**How do I return an item?**
For returns, please email us at info@lumi-zoo.com.

**What if the items I received are defective or incorrect?**
If you receive defective, incorrect, or damaged merchandise, please contact us immediately with your order number, photos of the items, and all related references. We will work diligently to resolve your issue promptly.

**When will I receive my refund?**
Refunds will be credited back to your original method of payment. If you paid by credit or debit card, refunds will be processed by your card-issuing bank within 7-10 business days of our receipt of the returned item or cancellation request. If your refund has not appeared on your account yet, please contact your bank or credit card company as it may take some time before the refund is posted.