Q1. Do I need an account to shop on Luxsun?
A. No, you can place orders as a guest without an account. However, having an account helps you easily track current orders, view past purchases, and manage returns.

Q2. How can I ensure the product is authentic?
A. All products are sourced responsibly. We provide accurate material details and original product photos in every description so you know exactly what you are purchasing.

Q3. What happens immediately after I place an order?
A. You will immediately receive an order confirmation email. We then begin processing your order within our stated handling time (1–2 business days).

Q4. Can I modify my order after placing it?
A. If your order hasn’t been dispatched yet, please contact us immediately. Once dispatched, modifications (like address or product changes) are no longer possible.

Q5. Can I cancel my order?
A. Yes, you can cancel anytime before dispatch. If the order has already dispatched, you will need to follow our Return Policy after delivery.

Q6. Do you accept bulk or wholesale orders?
A. Please contact us directly at contact@luxsun.shop with your specific requirements, and we will evaluate the request.

Q7. How fast do you process my order? A. Orders are typically processed (packed and prepared for shipment) within 1–2 business days. Orders placed after 5:00 PM (EST) are processed on the next business day.

Q8. What is the estimated total delivery time?
A. Total estimated delivery time (Processing + Transit) is typically 7–11 business days from the time the order is placed.

Q9. What is the shipping cost?
A. We charge a flat rate of $18.00 for all orders. This fee is clearly displayed before you finalize your purchase.

Q10. Which shipping carriers do you use?
A. We use trusted national carriers like USPS, UPS, and FedEx, selecting the best option based on your location and the size of your order.

Q11. Do you ship outside the United States?
A. No, currently we only ship to addresses within the United States of America.

Q12. How do I track my order?
A. Once shipped, you will receive a tracking number and a direct tracking link via email. You can also log into your Luxsun account to monitor the status.

Q13. What if I entered incorrect shipping details?
A. Contact us immediately. If the order hasn’t dispatched, we can correct it. If already dispatched, the package may be returned to us, and the customer will be responsible for the $18.00 reshipping fee.

Q14. What if my package is delayed, lost, or damaged?
A. We will assist with carrier investigations. If the package is confirmed lost by the carrier, or if it arrives damaged (reported within 48 hours), we will provide a replacement or a refund after verification.

Q15. What is the return window?
A. You have 30 days from the date of delivery to request a return or exchange. Items must be unused, undamaged, and in original packaging with tags.

Q16. Who pays for return shipping? A. The customer is responsible for return shipping costs.

Q17. Do you accept exchanges?
A. Yes, we accept exchanges. Defective items are exchanged at no additional cost. Non-defective exchanges (size/color change) are allowed, but additional shipping fees may apply.

Q18. Are sale items returnable?
A. No. All items marked as Final Sale or clearance are non-returnable and non-exchangeable.

Q19. How long does it take to get a refund?
A. Refunds are processed by us within 10 days.

Q20. Do you refund the original $18.00 shipping cost?
A. Only if the return is due to Luxsun’s error will the full $18.00 shipping cost be refunded. For customer preference returns, the original $18.00 shipping cost is non-refundable.

Q21. Can I get a partial refund?
A. Yes. In limited situations (e.g., item returned with minor wear), a partial refund may be issued. We will always notify you with a clear explanation before any such adjustment.

Q22. What payment methods do you accept?
A. We accept all major credit/debit cards (Visa, MasterCard, American Express, Discover) and PayPal

Q23. Do you charge hidden fees for payment?
A. No. We do not charge any hidden fees for using any accepted payment method. Any extra fees are related to currency conversion by your bank.

Q24. Do you store my credit card information?
A. No. We use secure, encrypted payment gateways and never store your full card details on our servers.

Q25. How does Luxsun use my personal data?
A. We use your data strictly for processing orders, providing customer support, and improving services. We never sell your data to third parties.

Q26. Do you use cookies?
A. Yes, cookies help us enhance your shopping experience (e.g., remembering your cart). You can manage or disable cookies via your browser settings.

Q27. Is the price I see final?
A. Yes. The price displayed is final (plus applicable taxes and the visible $18.00 shipping fee). There are no hidden charges.

Q28. What if I didn’t receive my order confirmation?
A. Please check your spam/junk folder. If it’s still missing after 24 hours, contact us with your order details for confirmation.

Q29. Can I send an order as a gift? A. Yes, you can ship directly to another address. Please ensure the recipient’s address and phone number are accurate at checkout.

Q30. How can I contact customer support?
A. You can reach the Luxsun support team during our business hours (Monday to Saturday, 9 AM – 5 PM EST) via:

Phone: +1 (669) 480 1743
Email: contact@luxsun.shop
Address: 233 E Colonial Dr, Hanford, CA 93230, United States