Your Questions Answered
Find answers to common questions about shipping, returns, product care, and more.
Shipping
How long will my order take to arrive?
All orders are processed within 1 week (excluding holidays).
*All orders placed between 3/3 and 3/23 will be shipped on 3/27. Thank you for your understanding.
Once your order ships, you will receive an email with tracking information. Please allow a few hours for tracking updates to appear after the shipping label is created.
On average, U.S. orders are delivered within 5-7 business days, not including processing time. Orders may arrive sooner.
Please note: We are not responsible for carrier delays once your order has shipped.
Where do you ship?
We currently ship to:
- All 50 U.S. states, excluding U.S. Territories and APO/FPO addresses
- Canada
- United Kingdom
- Select European countries, including Germany, France, Spain, Italy, Greece, Sweden, and Finland
- New Zealand
For full details, please refer to our Shipping Policy.
How much is shipping?
- Free standard shipping on U.S. orders over $50 (excluding Alaska, Hawaii, U.S. Territories, and APO/FPO).
- International shipping rates are calculated at checkout based on destination and shipping method.
Do you offer free shipping internationally?
No. Free shipping does not apply to international orders.
Do I need to pay customs duties or taxes?
Yes, in some cases.
LuMochi is not responsible for any customs duties, taxes, or import fees applied to international orders. Any fees imposed during or after shipping are the responsibility of the customer and may vary by country.
My tracking hasn’t updated—what should I do?
Tracking updates may take several hours (or up to 24 hours) to appear after a label is created. If your tracking has not updated after 48 hours, please contact us and we’ll be happy to help.
Orders and Payment
Can I change or cancel my order?
If you need to cancel an order, please contact us immediately with your name and order number.
Orders cannot be canceled once they are marked as shipped or fulfilled.
What is your return policy?
If you’re not completely satisfied, please contact us within 14 days of receiving your order, and we’ll help you with any eligible returns or exchanges.
Items must be unused, in original condition, and in original packaging.
For full details, please visit our Return Policy.
Please note: We reserve the right to refuse or limit refunds if we determine that our return policy is being abused.
What if my item arrives damaged or incorrect?
If you receive a damaged, defective, missing, or incorrect item, please contact us within 14 days of delivery.
Include your name, order number, and clear photos of the item(s) and packaging.
Please keep all original packaging until your claim is resolved.
When will I receive my refund?
Once your return is received and inspected, refunds are typically processed within two (2) weeks.
Refunds are issued to the original form of payment. Original shipping fees are non-refundable.
When will my credit card be charged?
Your credit card will be charged at the time your order is placed.
Contact Us
How can I reach LuMochi support?
You can contact us anytime through our online contact form.
Our support team is available Monday–Friday, 9am–5pm PST, excluding holidays.
We aim to respond to all inquiries within 24–48 hours.