Shipping policy

Free tracked shipping on every order to Canada and the United States.

Processing time. Orders are prepared within 1–3 business days (Monday–Friday, excluding holidays).

Delivery time. After dispatch, orders typically arrive within 8–14 business days. A tracking number is emailed to you as soon as your order ships. Delivery times are estimates and may vary with carrier or customs delays outside our control.

Battery notice. The LUMEN Mask contains a lithium battery and ships via carriers certified for battery-containing goods. This ensures safe, compliant delivery and may slightly limit available routes.

Customs & duties. Orders within Canada and to the US are not normally subject to extra customs fees. In the rare event a duty or tax is assessed, it is the recipient's responsibility.

Wrong address. Please check your shipping address carefully at checkout. If you spot an error, email us within 12 hours at lumen.mask.shop@gmail.com and we will try to correct it before dispatch. We are not responsible for orders lost due to an address entered incorrectly by the customer.

Non-delivery / lost packages. If tracking shows no movement for 10 business days, or a package is marked delivered but has not arrived, contact us. We will open a carrier investigation and reship or refund if the package is confirmed lost. In line with your legal rights, if we are unable to deliver your order within 30 days, you may cancel it for a full refund.