Frequently Asked Questions

Customer Support

Bulk Orders

Bulk orders of all LUMN8 products are available by contacting our Customer Success Team at info@lumn8.com‍

Bulk sales may qualify for a discount, are subject to the Authorized Wholesaler Agreement, and require submission of your I-9.

How Do I Return An Order?

Returns‍

If you are not satisfied with the performance of your product, or if your product arrives damaged or defective in some way, you may return it within 30 Days from the date of purchase (i.e., the date you ordered your product) for a full or partial refund, according to the Terms listed below.

Terms:

All returns must be approved by a Customer Service Agent by email ONLY, via the issuance of an RMA (a.k.a., Return Merchandise Authorization).

LUMN8 will not accept any returns without an RMA.

The printed RMA form must be included with the returned product.

RMAs are valid for 15 days from date of issue. All returns must be postmarked and in the hands of the shipping carrier within this time frame.

RMA Numbers must be clearly written on the outside of the return package (our shipping department is not able to accept any packages without an RMA Number clearly written on the outside of the package).

All returns must be sent to:

LUMN8 Returns

7585 Commercial Way, Suite C

Henderson, NV, 89014

United States

All returns are subject to a restocking fee.

All returns must include the original product packaging.

Refunds may only be issued to the same credit card or method of payment that was used during the original purchase.

Refunds are processed as soon as possible AFTER we are able to verify receipt of the returned package at the warehouse, but may take up to 10 days to appear on your statement after the refund has been processed on our end, as your bank or credit card issuer may take longer to complete this transaction. Please contact your financial institution for assistance if you do not see your refund within 10 days AFTER receiving confirmation from our Customer Service Team that your refund was processed on our end.

In lieu of actually returning the product, customers may be offered the opportunity to keep the product AND receive a partial refund or store credit.

If a returned product does not come back in the condition it was sent out in (i.e., any damage not reported to the Customer Support Agent during the RMA issuing process), a refund may be denied (or additional charges may apply), and the item may be sent back to you at your expense.

Defective Product

Original and return shipping charges for any non-defective returns are the sole responsibility of the customer. If the product is defective, LUMN8 will provide a pre-paid return shipping label.

If a defective part was reported and a return shipping label was provided for you, but the part comes back to us fully functional or obviously damaged (other than manufacturing defects), then the charge for the return shipping label will be deducted from any refund due.

Rejected Packages

We cannot process or refund packages marked as Return to Sender.

Rejecting receipt of a package (a.k.a., "Return to Sender", or "RTS") is considered returning the package without an RMA Number and may be charged up to 50% of the retail value as a restocking fee. Any fees or shipping charges incurred by the unauthorized return of the package will be re-billed to the customer in the form of a deduction from any applicable refund amount. In cases where the rejected package costs more than the order itself, a refund is not possible.

Any shipping and/or customs charges billed to a LUMN8 shipping account and not explicitly authorized by LUMN8 will be billed to the customer.

LUMN8 is not responsible for invalid shipping addresses; we will ship to the address you provide on your order. LUMN8 is also not responsible for a customers’ failure to respond to a carriers’ pickup instructions. Undeliverable orders will either be Returned to Sender or destroyed by the ground carrier and will NOT be replaced nor refunded without Shipping Insurance.

To Return a purchase, contact our Customer Service Team within 30 Days after receiving your order at info@lumn8.com to discuss your options and to obtain a Return Merchandise Authorization. Please include the following information in your email:

SUBJECT LINE: "Return Request: [Your Order Number]"

BODY OF THE EMAIL:

Your order number

The reason you are requesting a return.

List of units from your order that you wish to return.

The first and last name used to place the order.

The email address used to place the order.

The phone number used to place the order.

Once your email has been received, the support agent will provide additional instructions for processing your Return.

Non-Warranty Replacement Discount

The Non-Warranty Replacement Discount allows us to send you a replacement order for 50% OFF the cost of your original purchase.

It is available for use one-time only to replace non-warrantied orders that become defective after our standard 30 Day Satisfaction Guarantee, and is available for up to 1 year post-purchase.

Your purchase qualifies for the Non-Warranty Replacement Discount IF:

you have purchased a LUMN8 product,

did NOT purchase the Lifetime Warranty,

find that your product fails AFTER the 30 Day Satisfaction Guarantee window has passed,

AND the date of failure is less than 1 year post-purchase (aka, it has been less than one year since you purchased the product).

If you elect to take advantage of this option, we will create a replacement order for you, and will send you an invoice for 50% OFF of that new order. Once you have paid that invoice, we will issue the replacement order.

Please contact Customer Service at info@lumn8.com and include "Non-Warranty Replacement Discount Requested" in the subject line.

Please remember to include the following information when you contact us:

Your original order number

Your full name used when placing the original order

Your phone number used when placing the original order

Your email address used when placing the original order

*Please note that the Non-Warranty Replacement Discount is only available for up to one year post-purchase; no replacements are provided for defective product after one year from the date of purchase, unless the Lifetime Warranty was purchased.

Trouble Receiving LUMN8 Emails?

Some customers may experience trouble receiving LUMN8 emails, as your Internet Service Provider (ISP) or Email client may be using filters to block email, affecting the receipt of email from LUMN8. If you believe this is happening, please consult the help section of your email program or contact your ISP directly to see how to relax or remove the settings that filter or block email. This will ensure that correspondence from us will be accepted.

Tips regarding specific email providers

If your provider is Yahoo:

Open the Email message.

Click the "Add to Address Book" link on the far right.

The address will be automatically entered your Yahoo! Address Book.

If your provider is Hotmail:

Open the Email message.

Click "Save Address(es)" at the top of the message header.

If your provider is MSN:

Open the Email message.

Click "Save Addresses" on the right.

Select the check box next to the address you want to save. You can also make changes to the contact information.

Click "Save".

If need additional assistance, please contact us at +1 877-264-4787

Can I edit or cancel my order?

We process orders very quickly to get your items out to you as soon as possible. If your order has already been shipped, we won't be able to cancel it or make any changes to it.

However, if you would like to attempt to edit your order, or return an order that has already shipped, please contact our Customer Success Team at info@lumn8.com as soon as possible.

Please send your email message with the subject line "Edit My Order" or "Return My Order" as applicable, and in the body of your email, include your:

First and Last Name

Email Address you used while placing your order

Shipping Address

Phone Number

Order Reference Number (it typically begins with "SO" and is characters eight long, such as SO206837)

Order modifications are not guaranteed, and can only be addressed during our standard business hours (Monday - Friday from 8:30am to 5:30pm PST).

Returns must include an approved RMA (Return Merchandise Authorization). See How Do I Return An Order? for more information on obtaining an RMA.

See our Satisfaction Guaranteed 30 Day Return, Refund, and Cancellation Policy for Terms and additional details.

How do I reach Customer Service?

For the most efficient service and in order to document all communications, we use email only: info@lumn8.com

Please remember to include the following information when you contact us:

Your order number

Your full name

Your phone number

Your email address

The reason you are contacting us

Satisfaction Guaranteed 30 Day Return, Refund, and Cancellation Policy

If your product arrives damaged or defective in some way, it must be returned within 30 days for evaluation. If upon evaluation we determine the product did indeed arrive damaged or defective, a replacement will be provided.

If you are not satisfied with the performance of your undamaged and fully functional product, you must contact us within 30 Days of the purchase date in order to qualify for a full or partial refund. Contact Customer Service to discuss your options. See the Terms below for additional information regarding Returns.

Cancellations / Order Edits

Orders are generally not eligible for cancellation or edits, as our system validates orders to the dispatch phase immediately after the transaction is successfully processed.

Once an order has entered the dispatch phase, the order can not be cancelled or edited. If you still wish to "cancel" an order after it has shipped, the order becomes a "return" from that point forward. Order "edits" will require a new order to be initiated to correct any error(s) made during the first order (see Returns and Terms below for more information).

If you made a quantity error in your order, we will be happy to work with you to correct the quantity of items ordered, or to remove bonus offers that were mistakenly added after the initial purchase. However, since your order may have already entered the dispatch phase, we will guide you through the post-dispatch correction process.

LUMN8 does not offer exchanges. If you mistakenly ordered the wrong product or part (for example, you ordered a battery for an iPhone 6 but you actually have an iPhone 6s), we cannot exchange it for you. You may request to return the incorrect product or part back to us within 30 Days of your order date, and may place a new order for the correct product or part whenever you like.

Returns

If you are not satisfied with the performance of your product, or if your product arrives damaged or defective in some way, you may return it within 30 Days from the date of purchase (i.e., the date you ordered your product) for a full or partial refund, according to the Terms listed below.‍

Terms:

All returns must be approved by a Customer Service Agent by email ONLY, via the issuance of an RMA (a.k.a., Return Merchandise Authorization).

LUMN8 will not accept any returns without an RMA.

The printed RMA form must be included with the returned product.

RMAs are valid for 15 days from date of issue. All returns must be postmarked and in the hands of the shipping carrier within this time frame.

RMA Numbers must be clearly written on the outside of the return package (our shipping department is not able to accept any packages without an RMA Number clearly written on the outside of the package).

All returns must be sent to:

LUMN8 Returns‍

7585 Commercial Way, Suite C

Henderson, NV, 89014

United States

All returns are subject to a restocking fee.

All returns must include the original product packaging.

Refunds may only be issued to the same credit card or method of payment that was used during the original purchase.

Refunds are processed as soon as possible AFTER we are able to verify receipt of the returned package at the warehouse, but may take up to 10 days to appear on your statement after the refund has been processed on our end, as your bank or credit card issuer may take longer to complete this transaction. Please contact your financial institution for assistance if you do not see your refund within 10 days AFTER receiving confirmation from our Customer Service Team that your refund was processed on our end.

Shipping costs, restocking fees, discounts, or coupons will not be refunded.

In lieu of actually returning the product, customers may be offered the opportunity to keep the product AND receive a partial refund or store credit.

Unless explicitly stated by LUMN8, any coupon or discount codes provided are for use toward product purchases only, NOT shipping.

We cannot process or refund packages marked as Return to Sender.

Rejecting receipt of a package (a.k.a., "Return to Sender", or "RTS") is considered returning the package without an RMA Number and may be charged up to 50% of the retail value as a restocking fee. Any fees or shipping charges incurred by the unauthorized return of the package will be re-billed to the customer in the form of a deduction from any applicable refund amount. In cases where the rejected package costs more than the order itself, a refund is not possible.

Original and return shipping charges for any non-defective returns are the sole responsibility of the customer. If the product is defective, LUMN8 will provide a pre-paid return shipping label.

Any shipping and/or customs charges billed to a LUMN8 shipping account and not explicitly authorized by LUMN8 will be billed to the customer.

If a defective part was reported and a return shipping label was provided for you, but the part comes back to us fully functional or obviously damaged (other than manufacturing defects), then the charge for the return shipping label will be deducted from any refund due.

If a returned product does not come back in the condition it was sent out in (i.e., any damage not reported to the Customer Support Agent during the RMA issuing process), a refund may be denied (or additional charges may apply), and the item may be sent back to you at your expense.

LUMN8 is not responsible for invalid shipping addresses; we will ship to the address you provide on your order. LUMN8 is also not responsible for a customers’ failure to respond to a carriers’ pickup instructions. Undeliverable orders will either be Returned to Sender or destroyed by the ground carrier and will NOT be replaced nor refunded without Shipping Insurance.

Orders with addresses which appear to be undeliverable prior to shipment will be flagged in our system, and we will attempt to contact you to correct the error. If we do not hear from you within 3 days, the order will be released to the address provided when the order was placed.

LUMN8 is not responsible for purchasing decisions or behavior, and is therefore not obligated to refund or cancel an order due to a change of heart.

Purchasers retain sole responsibility for orders placed, with the exception of clear cases of fraud.

LUMN8 is not responsible for orders that have been lost, stolen, or damaged in transit. See Filing a Claim for more information.

All purchases are subject to sales tax, per local laws.

LUMN8 is not responsible for the rate of sales tax applied by the governing authorities.

Disagreement with the rate of tax applied to your purchase, when accurate according to law, is not an eligible reason for refund.

Click here for more information on how to return a purchase

For assistance, please send an email to info@lumn8.com and our Customer Service Team will take great care of you.

Satisfaction Guaranteed 30 Day Return, Refund, and Cancellation Policy

‍At LUMN8, our Customer Experience is very important to us, and we want you to be happy with your purchase! As such, we offer a Satisfaction Guaranteed 30 Day Return Policy, allowing you ample time to receive, inspect, and utilize your product purchases. The items returned must not have been altered or damaged, and must include all original packaging and tags.

What are your Customer Service hours?

Our standard Customer Support hours are Monday through Friday, 9:00am to 5:00pm PST, though some Customer Success Agents may be available via email beyond these hours.

The most efficient way to contact us and receive support is via email, at info@lumn8.com

Shipping

Does LUMN8 offer expedited shipping?

Lumn8 does not currently offer any expedited shipping options.

While we aim to ship your order to you as quickly as possible, please note that we cannot accommodate any requests for expedited shipping, especially during the holiday season.

Filing a claim for orders that have been lost, stolen, or damaged in transit

We utilize a variety of ground carriers to keep shipping costs as low as possible (DHL, UPS, FedEx, USPS, Royal Mail, Canada Post, etc.), allowing us to pass the savings on to you in the form of very low or zero shipping charges on most orders. Each of these very reliable carriers has a different process for filing a claim for lost, stolen, or damaged packages. Some of them even provide guaranteed insurance for stolen packages as well.

We do all we can to process and fulfill your order as quickly as possible. But once your package has left our fulfillment warehouse and is in the hands of the ground carrier(s), we no longer have control of it, and cannot be responsible for whatever may happen to it from there.

Therefore, if your package is lost, stolen, or damaged in transit, you will need to file a claim with the ground carrier. We will not be able to issue you a replacement or refund, unless you have purchased Shipping Insurance, or would like to purchase a one-time Post Delivery Replacement Discount.‍

To file a claim for a lost, stolen, or damaged package, please use the ground carrier links below:

File a claim with USPS‍

File a claim with UPS

File a claim with FedEX

File a claim with DHL

How long does shipping take?

We strive to process all orders as quickly as possible in order to prevent customers waiting any longer than necessary to receive their products.

Our system will flag and hold orders that appear to be undeliverable, but in cases where the transaction processes successfully, orders will be forwarded to the dispatch phase upon completion of the transaction.

Delivery time usually takes an average of 5-8 business days, depending on your location.

Most orders are delivered within 10 business days, however, in some cases, it may take longer, and up to 3 weeks.

Please note that during the busy holiday shopping season throughout November and December, some orders may take a little longer to get to you. Thanks in advance for your patience!

Post Delivery Replacement Discount

The Post Delivery Replacement Discount allows us to send you a replacement order for 50% OFF the cost of your original purchase. It is available for use one-time only to replace un-insured orders that were lost, stolen, or damaged in transit.

If you elect this option, we will create a new order for you, and will send you an invoice for 50% OFF of that new order. Once you have paid that invoice, we will issue the replacement order.

Please contact Customer Service at info@lumn8.com and include "Post Delivery Replacement Discount Requested" in the subject line.

Please remember to include the following information when you contact us:

Your original order number

Your full name used when placing the original order

Your phone number used when placing the original order

Your email address used when placing the original order

What If I Want to Cancel My Shipping Insurance?

What if you purchased Shipping Insurance , but later decide that you don't think you need it?

While we are happy to grant requests for cancellation, please note the following:

Shipping Insurance may only be cancelled BEFORE your order has shipped. Once your order has live tracking information associated with it, the insurance may not be cancelled.

Shipping Insurance may not be reinstated after it has been cancelled.

If you experience a delivery problem after cancelling your Shipping Insurance, you will need to a file a claim with the ground carrier; we do not offer refunds or replacements for orders without Shipping Insurance.

Uninsured orders will still qualify for the Post-Replacement Discount, which allows us to send you a replacement order for 50% OFF the cost of your original purchase. It is available for use one-time only to replace un-insured orders that were lost, stolen, or damaged in transit.

If you still wish to cancel your Shipping Insurance, please:

send an email to info@lumn8.com

use the subject line: "Cancel My Shipping Insurance"

include the name, email address, and telephone number you used when placing the order

include your Sales Order Number, if you have it (typically begins with SO, followed by 6 digits)

Does LUMN8 ship internationally?

We currently ship within to:

Australia

Canada

Europe

United States

We are in the process of adding additional countries to this list, so please check back periodically for updates, and/or contact our Customer Success team to find out if we can accommodate your shipping request at info@lumn8.com

How do I track my order?

As soon as your order has been shipped, you will receive a shipment confirmation email to the email address you provided during your purchase; the tracking information for your item(s) will be included in that notification.

If you can't find your shipping confirmation email, please check your spam / junk folder(s) - it would have been sent to you from orders@lumn8.com. If you still can't find it, please email us at info@lumn8.com with your:

First and Last Name

Email Address you used while placing your order

Shipping Address

Phone Number

Order Number (if you have it)

In the body of your email, please also state that you are looking for shipping confirmation / tracking information.

I have not received my order; now what?

If you have not received your order, please refer to the Shipping Confirmation email we sent you when your order was placed to see the tracking information; it was sent to you from orders@lumn8.com, and includes the link to track your order. If you can't find your Shipping Confirmation email, please check your spam / junk folder(s).

If tracking shows that the order was delivered but you did not receive it, you will need to file a claim with the ground carrier for a lost or stolen package. We will not be able to issue you a replacement or refund, unless you have purchased Shipping Insurance, or would like to purchase a one-time Post Delivery Replacement Discount.

If tracking shows no movement, or if you need additional assistance, please email us at info@lumn8.com with your:

First and Last Name

Email Address you used while placing your order

Shipping Address provided when you ordered

Phone Number

Order Number (if you have it)

Use the Subject Line: Order Not Received

Should I purchase Shipping Insurance?

YES! We highly recommend you purchase shipping insurance!

If you purchase shipping insurance and your package is lost, stolen, or damaged in transit, we can issue you a replacement order immediately - no waiting for the long and frustrating claims process with the various ground carriers. We do not provide refunds or replacements for orders that are lost, stolen, or damaged in transit without shipping insurance.

If you decline to purchase shipping insurance, and your package is lost, stolen, or damaged in transit, you will need to file a claim with the ground carrier - we will not be able to issue you a replacement or refund.

We do all we can to process and fulfill your order as quickly as possible. But once your package has left our fulfillment warehouse and is in the hands of the ground carrier(s), we no longer have control of it, and cannot be responsible for whatever may happen to it from there.

Shipping Insurance is offered at $14.97 and is only available to you at the time of purchase - it cannot be bought and paid for after the order has shipped. So, YES, we definitely recommend you purchase Shipping Insurance with your order - it's a small price to pay in order to guarantee your peace of mind, as well as your order!

If you declined to take Shipping Insurance at the time of purchase, we do offer a one-time Post Delivery Replacement Discount option, which allows us to send you a replacement order for 50% OFF the cost of the original purchase. If you elect this option, we will create a new order, and will send you an invoice for 50% OFF of that new order. Once you have paid that invoice, we will issue the replacement order.

If you declined to take Shipping Insurance and do not wish to take advantage of the Post Delivery Replacement Discount, please see this link to File a Claim.

We utilize a variety of ground carriers to keep shipping costs as low as possible (DHL, UPS, FedEx, USPS, Royal Mail, Canada Post, etc.), allowing us to pass the savings on to you in the form of very low or zero shipping charges on most orders. Each of these very reliable carriers has a different process for filing a claim for lost, stolen, or damaged packages. Some of them even provide guaranteed insurance for stolen packages as well. But the claims process with each of them can be very lengthy while they research your case, and none of them can guarantee recovery, replacement, or a refund.

What is the status of my order?

You may view the shipping status of your order by following the tracking link provided in the Order Confirmation Email, which was sent to you when you placed your order from orders@lumn8.com

See our How Do I Track My Order page for more information.

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