Shipping Policy

Last Updated: April 21st, 2026

Thank you for shopping with Lumen Heat. We're committed to delivering your wellness products quickly, safely, and with care. This Shipping Policy outlines everything you need to know about how and when your order will arrive.

Order Processing Times

All orders are processed within 1–3 business days (Monday through Friday, excluding weekends and U.S. federal holidays) after payment has been received and confirmed. Orders placed on weekends or holidays will begin processing on the next business day.

During high-volume periods — including major sale events, product launches, and holiday seasons (Black Friday, Cyber Monday, December holidays) — processing times may extend by an additional 1–3 business days. We will notify you by email if any significant delay is expected on your order.

You will receive a confirmation email with your tracking number as soon as your order ships.

Shipping Destinations

We currently ship to:

United States (all 50 states, including Alaska and Hawaii)
Canada (all provinces and territories)

We do not currently ship to: APO/FPO addresses, U.S. territories outside of the 50 states, P.O. boxes for oversized items (saunas, cold plunges, PEMF mats), or any international destination outside of Canada.

We are actively working to expand our shipping zones. To be notified when we ship to your region, please join our email list.

Shipping Times

Shipping times begin once your order has been processed and handed off to the carrier. Estimated transit times are as follows:

Continental United States:

Standard Shipping: 5–10 business days
Expedited Shipping: 3–5 business days (available at checkout for select products)

Alaska, Hawaii, and Canada:

Standard Shipping: 7–14 business days

Oversized Items (full saunas, cold plunge tubs, large PEMF mats):

Freight Shipping: 10–21 business days — includes curbside delivery and appointment scheduling by the freight carrier.

Please note: these are estimates, not guarantees. Transit times may vary due to carrier delays, weather conditions, customs inspections, or circumstances beyond our control.

Shipping Costs

Free Standard Shipping on all U.S. orders over $300.
Orders below the free shipping threshold are charged a flat-rate shipping fee calculated at checkout.
Expedited and freight shipping costs are calculated at checkout based on weight, size, and destination.
Canadian orders may be subject to additional shipping fees, import duties, taxes, and brokerage fees (see below).

Canadian Orders — Duties, Taxes, and Brokerage Fees

Canadian customers are responsible for any applicable import duties, GST/HST/PST, and brokerage fees assessed by Canadian customs and the carrier at the time of delivery. These charges are not included in the product price or shipping fee at checkout and are collected directly by the carrier.

We have no control over these charges and cannot predict their exact amount, as they are determined by Canadian customs based on product value and category. Refusing to pay these charges will result in the package being returned to the sender, and any return shipping costs will be deducted from your refund.

Tracking Your Order

As soon as your order ships, you will receive a shipping confirmation email containing your tracking number and a link to track your package. You can also track your order anytime by logging into your account on our website or contacting Lumenheat@gmail.com with your order number.

Please allow 24–48 hours after receiving the tracking number for tracking information to update in the carrier's system.

Shipping Carriers

We work with a network of trusted carriers including UPS, FedEx, USPS, DHL, and freight partners for oversized items. The carrier assigned to your order depends on the product, destination, and shipping speed selected. Your tracking email will specify which carrier is handling your delivery.

Signature Requirements

Orders valued at $300 or more may require an adult signature upon delivery. This is for your protection against theft and misdelivery. If no one is available to sign, the carrier will leave a notice and attempt redelivery or hold the package at a local facility.

Oversized freight items (saunas, cold plunge tubs) always require an adult signature and a scheduled delivery appointment.

Address Accuracy

Please ensure your shipping address is complete and accurate at checkout. We are not responsible for orders shipped to addresses incorrectly entered by the customer. If a package is returned to us due to an incorrect address, the customer will be responsible for additional shipping charges to have the order re-sent.

Address changes can only be made before the order has been processed. Once an order has shipped, we are unable to modify the delivery address.

Order Cancellations and Modifications

You may request a cancellation or modification to your order within 12 hours of placing it by emailing Lumenheat@gmail.com with your order number. After 12 hours, orders may have already entered fulfillment and cannot be changed.

Damaged, Lost, or Stolen Packages

Damaged in Transit: If your package arrives visibly damaged, do not accept it from the carrier if possible and contact us immediately at Lumenheat@gmail.com. If damage is discovered after opening, photograph the damaged box and product and email us within 48 hours of delivery. We will work with the carrier to resolve the claim and send a replacement at no cost to you.

Lost Packages: If tracking shows your package as delivered but you have not received it, please: (1) check with neighbors and household members, (2) look around your property including side gates and porches, (3) contact the carrier directly with your tracking number, and (4) wait 48 hours, as packages are sometimes marked delivered prematurely. If the package still cannot be located, contact us at Lumenheat@gmail.com within 7 days of the marked delivery date and we will file a claim with the carrier.

Stolen Packages: Unfortunately, we cannot be held responsible for packages confirmed stolen after delivery. We recommend shipping to an address where someone can receive the package or using signature delivery for high-value orders. We will assist you in filing a claim with the carrier and local authorities where possible.

Refused or Undeliverable Packages

If a package is refused at delivery, returned due to an incorrect address, or becomes undeliverable for any reason, the return shipping cost and a restocking fee of up to 20% will be deducted from your refund once the product is received back and inspected.

Freight Delivery for Oversized Items

For full saunas, large cold plunge tubs, and other oversized products shipped via freight:

The carrier will call to schedule a delivery appointment — please respond promptly to avoid storage fees.
Standard freight delivery is curbside only. The driver is not required to bring the item into your home or garage.
Inspect the shipment thoroughly before signing the delivery receipt. If any damage is visible, note it on the delivery receipt and photograph it before signing.
White-glove delivery (inside delivery, assembly) may be available for an additional fee — contact us before placing your order.

Backorders and Out-of-Stock Items

If an item in your order becomes out of stock after your purchase, we will notify you immediately by email with options: wait for restock (with an estimated date), substitute for a similar product, or receive a full refund for that item. You will never be charged for a product we cannot fulfill.

Contact

For any shipping-related questions, please reach out to our customer service team at Lumenheat@gmail.com. We typically respond within 24 business hours.