FAQs

I just placed an order, when will it ship?
We try our best to ship items as fast as our team can. Please allow 2-3 days of processing and packing time for your order to ship out. After departure from our warehouse, shipping times average about 5-8 business days (however you may receive your item sooner).

Tracking numbers will be updated within 3-5 days after your order has been shipped. If you don't have a tracking number after 5 business days, please email us and we would be happy to assist.

Can I cancel my order?
Yes, you are able to cancel your order with no penalty! You must cancel your order before it ships. If the item is already sent, please use our easy return system to get a full refund.

I have entered an incorrect address what do I do now?
If you have misspelled or auto-filled in an incorrect address, simply reply to your order confirmation email and confirm the correct address to our customer support team. Once you double check if the address given is wrong, kindly notify us via email. If the given address is wrong we can change the address to the correct one within 24 hours. No refund will be given after 24 hours of incorrect submission. 

How long does shipping take?
Shipping times vary as we do ship worldwide from different fulfillment centers based on your location. The average shipping time is 5-8 business days but you may receive your order sooner.

I am not in love with my order, can it be returned? What if there is an issue?
We offer a 100% money back guarantee for any product that is defective or damaged. We give you a full 30 days to send it back to us for a full refund. Once we have received the product from you, we will promptly refund the full amount of your original purchase price. Please include your name and order number on any returned parcels. We are not able to cover the cost of return shipping.

Please note that if your package is on the way, you must wait for it to arrive and return it before receiving a refund.

I have a question that wasn't answered, can you please help?
Absolutely! Please send us an email at sales@ultralumens.com and we would be happy to assist you in any way we can. Please note that we do receive a large number of emails, so for any question related to an existing order, please include your order number to ensure a prompt response.