FAQs

Frequently Asked Questions

1. DO I NEED TO HAVE AN ACCOUNT TO ORDER?

No. You can place an order as a guest without creating an account.

Creating an account allows you to enjoy a faster checkout process and easily view your order status and order history. You may also subscribe to receive updates about new releases and special promotions.

2. WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept major credit cards, including Visa, Mastercard, Discover, and American Express, as well as PayPal.

Available payment methods will be displayed at checkout.

3. HOW SECURE IS MY ONLINE ORDER?

Our checkout uses SSL encryption to protect information transmitted during payment. Payments are processed through our payment providers, and we do not store your full credit card details on our servers.

4. ARE THERE ANY EXCHANGE RATES?

All transactions are processed in U.S. dollars (USD).

If your card or payment account uses another currency, your payment provider will apply its exchange rate and may charge currency conversion or international transaction fees. Please contact your payment provider for details.

5. HOW DO I ENTER MY SHIPPING ADDRESS?

Please provide your full recipient name, street address, apartment or unit number where applicable, city, state or province, postal code, country, and contact phone number.

Where possible, use Latin characters and standard punctuation. Ensure that your address is complete, accurate, and recognizable by your local delivery service.

Please check all shipping details carefully before completing your purchase.

6. CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING AN ORDER?

Please contact support@luneaur.com within 24 hours of placing your order and include your order number and the correct shipping address.

Address changes depend on your order's processing status and cannot be guaranteed. Once your order has been processed or shipped, we may be unable to change the delivery address.

7. WHERE ARE ORDERS SHIPPED FROM?

Orders are dispatched from warehouses in China.

Depending on product availability, items in the same order may ship separately from different warehouses within China and arrive on different dates.

8. HOW MUCH DOES SHIPPING COST?

Standard shipping rates for the United States and other supported destinations are:

  • Orders below $39.98: $5.99.

  • Orders of $39.98 or more: FREE standard shipping.

All amounts are in U.S. dollars (USD). Available shipping methods and the final shipping cost will be displayed at checkout before payment.

We ship only to destinations supported at checkout. If optional shipping upgrades are available, any additional charges will be shown before payment.

9. HOW LONG DOES PROCESSING AND SHIPPING TAKE?

Total delivery time consists of processing time plus shipping time.

Processing Time

Order verification, quality checking, and packaging usually take up to 72 hours after your order is placed and payment is successfully received.

Estimated Standard Shipping Time After Dispatch

  • United States & Canada: 10-20 business days.

  • Australia & New Zealand: 10-20 business days.

  • United Kingdom & Europe: 10-20 business days.

  • Other supported destinations: 10-25 business days.

These estimates apply to in-stock items. Business days are Monday through Friday, excluding public holidays.

Shipping estimates do not include processing time. Customs clearance, carrier disruptions, public holidays, severe weather, and high order volumes may cause delays.

If an item is out of stock or a significant processing delay occurs, we will contact you with an update.

10. HOW CAN I TRACK MY PACKAGE?

Once your order has been dispatched, we will send a shipping confirmation with tracking information when available.

Tracking updates may take several days to appear after dispatch. Use the tracking number and link provided to check the latest delivery status.

If your order ships in separate packages, we will provide separate tracking numbers where available.

If your order has not arrived within the estimated delivery timeframe, please contact support@luneaur.com with your order number so we can investigate.

11. WILL CUSTOMS CLEARANCE AFFECT MY DELIVERY?

Orders are shipped internationally from China and may be inspected by customs authorities in the destination country or region.

Customs clearance may extend delivery beyond the estimated timeframe. If customs authorities or the carrier request additional information, please respond promptly to help avoid further delays.

For assistance with a delayed shipment, please contact support@luneaur.com.

12. WHAT SHOULD I DO IF ITEMS ARE MISSING FROM MY ORDER?

Some items may arrive separately. Please check your shipping confirmation emails and tracking information to see whether another package is still on its way.

If an item is missing from a delivered package, or all packages have arrived and your order is still incomplete, please contact support@luneaur.com with your order number and details of the missing item.

If available, include photos of the packaging and the items received to help us investigate.

STILL HAVE QUESTIONS?

Please contact us at support@luneaur.com. For questions about an existing order, include your order number so we can assist you more efficiently.