Pre-Shipping Notice

Please ensure that your delivery information is accurate. If the address is incorrect due to personal negligence, please contact our Support Center at support@lumitool.net as soon as possible. We will try our best to modify the delivery. However, once an order has been issued, we cannot guarantee that the address modification will be successful and the customer will bear any associated risks and costs.

Order Processing Time

Please be aware that there is a separate processing time for all orders, which is distinct from the time it takes for the shipment to reach its destination after being picked up from our fulfillment center by the respective carrier. Depending on various factors, standard international orders may take up to 5 business days (excluding Saturdays, Sundays, and holidays) to be processed. This processing time is in addition to the shipping duration.

LumiTool is NOT Responsible for Delays or Returns Due to:

In remote areas of certain cities, deliveries are delayed by 3-5 days due to transportation problems.Issues related to the buyer, such as change of delivery address, unclear or incorrect address, inability to contact the recipient, refusal of delivery or lack of authorized recipient.Delay in delivery due to force majeure.Delay in delivery due to restricted access to schools, units, homes or other reasons related to the buyer's collection.

Delivery of Kickstarter and Indiegogo Orders

After completing your pledge on the LumiTool Kickstarter campaign, you will receive a survey email to collect your shipping address. This process typically takes about two weeks after the Kickstarter campaign ends and the payments are finalized. If you haven't received it yet, please check your spam folder or contact our Support Center at support@lumitool.net.Please be aware that shipping and delivery schedules may be affected by regional holidays. Due to factors beyond our control, we cannot guarantee exact shipping dates. The delivery of Kickstarter and Indiegogo orders is estimated to take approximately 30 to 40 days. When your order has been shipped, you will receive an email with tracking information. For international orders, we will use UPS, DHL or FedEx to ship to most locations. Alternative carriers may be selected at our sole discretion to meet shipping requirements.Once the order has been shipped, our selected couriers will be responsible for shipping your order. In case of missed delivery attempts, the courier will make an additional attempt before returning the package to us. It's important to note that some orders may be divided into multiple packages for shipping.If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it, you must contact us within 7 days to file a claim.We will assist you in working with the courier to complete the claims process. Please note: Claims can take up to 30 days to complete (depending on the shipping couriers used).

Shipping Fees

Shipping fees are non-refundable. If you refuse any shipments from LumiTool, you will be held responsible for the original shipping charges, plus the cost of returning the package to us. This amount will be deducted from any credit issued.

Customs Duties of Kickstarter and Indiegogo Orders

For customers in Europe, United Kingdom, Australia and the United States, Canada, LumiTool will cover any applicable customs duties, and customers are not required to pay extra customs duties fees. For customers from other countries, LumiTool does not assume responsibility for any customs duties or related charges.

  1. Missing or Wrong Item

If you find any item missing or incorrect upon receipt, please contact us within 7 days to report the problem and provide any necessary evidence, such as photos. LumiTool will provide missing or incorrect items based on the information provided.If it is determined that an item has been lost in transit or shipped with the wrong item, we will offer the option of a refund, voucher, exchange or replacement of the item at no extra charge. If the item has been shipped but not received, we may file a claim with the carrier to recover the lost item or provide a refund or replacement at our discretion.