Shipping Policy

Order Processing Time

Orders are processed Monday through Friday, excluding public holidays.
Most orders are processed within 3 to 5 business days from the date of purchase.

Once processed, orders are shipped on the next business day.
We do not ship on weekends or public holidays.

⚠️ Note: During high-volume periods such as sales or holidays, processing times may take longer.

After your order is confirmed, you have up to 8 hours to request changes or cancellation.
After this period, your order will proceed to fulfillment.

Total Estimated Delivery Time

The total time to receive your order includes both processing and shipping.

  • United States, Canada, United Kingdom, Australia, New Zealand:
    Estimated total delivery time: 10 to 17 business days
    (Processing time: 3–5 business days + Shipping time: 7–12 business days)

Actual delivery times may vary based on your exact location, local courier services, and customs processing (if applicable).

Shipping Methods & Costs

Shipping services and rates are calculated at checkout and may vary depending on your shipping destination.
Your final shipping cost depends on the distance between your delivery address and our nearest fulfillment center.

For Customers in the United States

  • Priority & Tracked Shipping
    Fast delivery with full tracking.

  • VIP Packed & Priority & Tracked Shipping
    Premium handling, protective packaging, and our fastest shipping service.

For Customers in Canada, United Kingdom, Australia, and New Zealand

  • Free Standard Shipping
    Basic service with no tracking.

  • Priority Insured Shipping
    Includes tracking and delivery confirmation. In case of non-delivery, we’ll send a free replacement.

Important Notes

  • Couriers do not deliver on weekends or public holidays.

  • Orders processed after 12:00 PM on Friday will ship the following Monday.

  • If you need to update your delivery address, please email us immediately at info@lunarapure.com.
    Once the order has been shipped, we are unable to make changes.

What to Do If You Don’t Receive Your Item?

At Lunara Pure, we are committed to ensuring that all orders reach our customers in a timely and secure manner. However, in exceptional cases, there may be delays or issues with the delivery.

Steps to Take If You Don’t Receive Your Item:

  1. Review the Tracking Information:
    • All orders are shipped with a tracking number that we provide to you via email. Use this number to track your order on the carrier’s website and confirm its current location.
  2. Contact the Shipping Carrier:
    • If the tracking shows that the package has arrived in your area but you haven't received your order, we recommend that you contact the shipping carrier directly (e.g., UPS, FedEx, DHL, etc.). Sometimes, packages are delivered to a neighbor or an alternate location near your address.
  3. Request a Lost Package Investigation:
    • If the package cannot be tracked or seems to be lost, please contact us within 7 days from the shipping date. We will initiate an investigation with the carrier to resolve the situation as quickly as possible.
  4. Submit an Incident Report:
    • If you haven’t received your package and more than 7 days have passed since the estimated delivery date, please complete our Incident Report Form in the customer service area or contact us by email at info@lunarapure.com with your order number, details of the issue, and tracking information. We will do our best to resolve the issue promptly.
  5. Replacement or Refund:
    • If the investigation doesn’t resolve the issue or the package is confirmed as lost, we offer a replacement or a full refund of your order, depending on item availability and our return policy.

Why Does This Happen?

Issues with delivery can arise due to several factors, such as shipping carrier errors, problems with the provided address, or adverse weather conditions. We are here to assist you in resolving any inconvenience and ensuring that you receive your products to your satisfaction.

Customer Support

For any shipping-related questions, please contact our support team:
📧 info@lunarapure.com

Business Information

Store Name: Lunara Pure

Legal Company Name: JMNESS LLC
Address: 8206 Louisiana Blvd Ne, Ste A #5477 Albuquerque, NM, 87113, United States
Email: info@lunarapure.com
Phone: +1 571 456 1926
Business Registration Number: 000-80-09440

Customer Service Hours:
Monday to Friday: 9:00am – 6:00pm
Saturday: 9:00am – 4:00pm
Sunday: 9:00am – 2:00pm

Frequently Asked Questions

1) How long does order processing take?

Orders are processed Monday–Friday (excluding public holidays). Most are processed within 3–5 business days and shipped the following business day.

2) What is the estimated delivery time?

For the US, Canada, UK, Australia, and New Zealand, delivery takes approximately 10–17 business days (processing + shipping). Actual delivery times may vary depending on location, couriers, and customs.

3) Do you ship on weekends or public holidays?

No. Couriers do not deliver on weekends or public holidays. Orders after 12:00 PM Friday are shipped on Monday.

4) What shipping options are available?

-US: Priority & Tracked Shipping; VIP Packed & Tracked Shipping.

-Canada, UK, AU, NZ: Free Standard Shipping (no tracking) or Priority Insured Shipping (includes tracking and delivery confirmation).

5) How can I update my shipping address?

Email info@lunarapure.com immediately with your order number and new address. Changes are not possible once shipped.

6) What happens if my package is marked delivered but not received?

First, check with neighbors or at local pick-up points. If unresolved, contact the carrier with your tracking number. If still missing, email us within 7 days of the estimated delivery date.

7) Who covers customs, duties, or taxes?

Buyers are responsible for any import duties, customs fees, or taxes that may apply in their country.