Shipping policy
Fast Free Shipping
Light by Elux has established exclusive shipping agreements with worldwide freight companies including UPS, DHL & FedEx that allow us to offer FREE Fast Shipping by both land and air. Pay for the product, not the shipping!
For shipping times to your country, check out our Shipping and Delivery page.
Shipping policy
All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
If payment is completed via eCheck, order processing will begin once the funds are deposited to our account.
Delays due to shipping service problems (UPS, DHL, USPS, etc.) and high order volume are possible and outside the control of Light by Elux.
If a package is damaged during shipping, please take a picture of the damaged package immediately when it is received and let us know at hello@lightbyelux.com. You should then open the package to inspect the product for damage and take pictures of that as well. We will then send you the appropriate replacement product or part and open a claim with the courier.
Shipping timelines and cutoffs are based on shipping estimates provided by Canada Post, UPS, DHL, FEDEX, and any other carriers we may use. Please note that we cannot control or be liable for any delays nor guarantee any delivery dates due to circumstances beyond our control (i.e. weather-related, acts of God, natural disasters, or other Carrier related delays). We shall not be held liable for any packages lost by the courier. Any lost packages will be re-shipped at our expense and not the customer. Packages must be confirm to be lost by the courier.
Shipping delays that are outside the control of Light by Elux do sometimes occur. In the event that the delivery time for an order exceeds the general estimate provided by Light by Elux, Light by Elux shall not be held responsible for the delay and the normal refund policy will apply. If a package is delayed and not moving, according to the courier's tracking, for more than 30 days and there is no sign from the courier that the package will be delivered within the next 7 days, then we will process a full refund for the order or re-ship the order.
We have warehouses in Canada, USA, and China. Orders may be shipped from any one of these warehouses depending on inventory levels. Almost all orders from within Canada will ship from Canada and almost all orders from the US will ship from the US. The exceptions occur when inventory is depleted in a certain warehouse. For example if an order for our Aura Lamp is placed in the US and the inventory at the US warehouse is depleted at this time, the order may ship directly from our Canadian manufacturing location.
Any customs or duty charges are applied at the discretion of the local carrier and local laws. All of these charged are the responsibility of the customer and will not be covered by Light by Elux. Failure to pay customs may result in the destruction of your order by customs or it may be returned back to us. If the order is returned back to our warehouse by the courier due to a failure to pay customs or a refusal to accept delivery by the customer, the shipping cost (that we pay to the courier) will be deducted from the refund as there is a cost associated with the return.
All shipping times outlined anywhere on our website or online, including the checkout page, are estimates only, and not guarantees. These estimates will apply in almost all cases, but exceptions can occur. Refunds will not be provided if a shipping time exceeds any estimate we provide.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 12 business days of receiving your shipping confirmation email, please contact us at hello@lightbyelux.com with your name and order number, and we will look into it for you.
Refunds, returns, and exchanges
We accept returns up to 14 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return.
In the event that your order arrives damaged in any way, please email us as soon as possible at hello@lightbyelux.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
Return postage and label printing is the responsibility of the customer. For more details, check our Refund Policy.
If you have any further questions, please don't hesitate to contact us at hello@lightbyelux.com.
Last updated: June 24, 2021
