Shipping policy

Responsibility for Packages

Please be aware that we cannot be held responsible for delays or damages caused by courier services, including UPS, USPS, and FedEx. We strongly advise providing precise delivery information to prevent misdirected or undelivered items. While we ship from Ohio or Tennessee, the ultimate responsibility for missing or lost parcels lies with the courier service. We are unable to provide replacements or refunds for such instances, but we will assist to the best of our ability.

Missing, Damaged, or Incorrect Deliveries

If your delivery arrives damaged, incomplete, or incorrect, please contact us immediately at support@drinklumiere.com. We may require photographic evidence of the damaged product and packaging to investigate and resolve the issue. For missing packages, we will assist in working with the courier to locate the shipment.

Refunds and Returns

We offer a 50-day money-back guarantee for your first order. If you are dissatisfied with your purchase, please contact us at support@drinklumiere.com within 50 days of delivery. To qualify for a refund, you must:

  • Contact us before initiating a return.

  • Return the entire order, including any complimentary gifts, in its original packaging.

  • Ensure no more than 2 scoops are used (for applicable products).

Returning items without prior communication may hinder our ability to process the refund. Additionally, sending items to an incorrect address without seeking return instructions may invalidate the refund.

Returns of Sealed Products

For unopened products, you are responsible for the cost of returning the item. We recommend using a trackable shipping method to ensure safe delivery to our warehouse. Please email us the tracking information so we can monitor the return status. If a returned package does not arrive at our warehouse and tracking information was not provided, we cannot issue a refund.

Undelivered or Returned to Sender

If a product is returned to us due to an incorrect or incomplete address, we may issue a refund minus shipping costs, provided the product is returned in its original condition. Alternatively, we can resend the order after collecting an additional shipping fee.

In cases where a shipment is marked as “Undelivered” and returned to us, we may offer a replacement or refund the purchase price of the products. This policy does not apply to refused packages.

Refused Packages

If you refuse a package, you will be responsible for return shipping fees, which will be deducted from your refund. Note that refused shipments can get lost during the return process. If the package does not arrive back at our warehouse, we cannot issue a refund. To avoid this, we recommend accepting the package and contacting us to arrange a proper return.

Order Modifications

If you wish to modify or cancel an order, please email us immediately at support@drinklumiere.com. Changes can only be made if the packing slip has not yet been created. Once a packing slip is generated, the order cannot be altered.

Duplicate Orders

We are not responsible for duplicate orders placed by customers. Please ensure all orders are accurate before completing checkout. Refunds for duplicate orders will follow our standard return guidelines.

Summary of Key Points

  • Provide accurate delivery details to prevent issues.

  • Contact us within 50 days if dissatisfied or if an order issue arises.

  • Returns must include the entire order and meet usage limits.

  • Trackable shipping is required for returns.

  • We cannot process refunds for refused packages lost in transit.

For further questions or concerns, please reach out to us at support@drinklumiere.com.