Verzendbeleid

Shipping Policy: The Lux Health

Last updated: September 28, 2026

1. Scope

This Shipping Policy applies to every order placed on theluxhealth.com and forms part of your purchase agreement with Lux Health together with our Returns & Refunds Policy and Terms of Service. By placing an order you confirm that you have read and agreed to it. Where this policy refers to the Returns & Refunds Policy, the section numbers are to that document.

2. Where we ship and how

We ship worldwide from our warehouse in Ontario, Canada. Orders are dispatched by Canada Post and its partner postal services in the destination country, or by a courier where we consider it more appropriate for the destination. The shipping options and prices available to you are shown at checkout based on your shipping address.

3. Order processing

  • Orders are processed and handed to the carrier within 1 to 2 business days (Monday to Friday, excluding Ontario public holidays) of payment being confirmed. Same-day dispatch happens frequently but is not guaranteed and is not a term of your order.
  • Orders may be held for verification if our payment processor flags them as a fraud risk. We may contact you to confirm details before shipping; if we cannot verify the order, we will cancel and refund it.
  • Processing time is separate from transit time. The delivery estimates below run from the date the carrier scans your parcel, not from the date you placed the order.

4. Delivery estimates

Typical transit times once dispatched:

  • Canada: around 4 business days; longer for rural, northern, or remote addresses.
  • United States: typically 5 to 10 business days.
  • All other countries (air mail): typically 7 to 12 business days, plus any time your parcel spends in customs.

These are carrier estimates based on normal conditions. They are not guaranteed delivery dates and are not a term of your order. Transit times are affected by customs inspection, weather, carrier strikes, peak-season volume, public holidays in the destination country, and the remoteness of your address. A parcel arriving after the estimate is not lost and does not qualify for cancellation or refund on that basis alone; see Section 10 for when and how to report a delayed parcel.

5. Shipping methods and tracking

  • Tracked shipping is our standard service and the only service we recommend. Your tracking number is emailed when the parcel is dispatched, and every delivery-event scan (in transit, customs, out for delivery, delivered) is recorded by the carrier.
  • Untracked shipping, where offered at checkout, is provided at a lower price on the following terms, which you accept by selecting it: the parcel carries no tracking number, cannot be traced by us or the carrier once dispatched, and carries no delivery confirmation. You assume the risk of loss, delay, or non-delivery for an untracked parcel. We cannot investigate, replace, or refund an untracked shipment that does not arrive, and we do not accept "not received" claims on untracked orders. Untracked shipping is not available on orders above the value shown at checkout or on preorders.
  • A carrier delivery scan to the address on your order constitutes delivery and completes our obligation to ship the order (Returns & Refunds Policy, Section 8).

6. Shipping address

  • You are responsible for entering a complete and accurate shipping address, including apartment or unit number, postal code, and a phone number that the carrier can use for delivery in your country. We ship to exactly the address on the order and do not verify it beyond the checks built into checkout.
  • Address changes must be emailed to support@theluxhealth.com and can only be made before the order is fulfilled. Once the carrier has the parcel we cannot redirect it, and any change you arrange directly with the carrier is at your own risk.
  • Parcels returned to us because the address was incorrect, incomplete, or could not be delivered are handled under Section 9.

7. Preorders

Some products are offered for preorder before stock arrives. When you place a preorder:

  • Payment. Your payment method is charged in full when you place the order. This reserves a unit for you from incoming stock.
  • Estimated ship date. The product page shows an estimated ship date based on our supplier's production schedule and freight timelines. It is an estimate, not a guaranteed date, and can move because of manufacturing or shipping delays outside our control.
  • If the date moves. If the estimated ship date slips by more than 14 days, we will email you with the revised date and you may cancel for a full refund at any point before the item ships. If you do not respond, we will keep your order open and ship it when stock arrives. Preorders can be cancelled for a full refund at any time before dispatch by emailing support@theluxhealth.com.
  • Mixed orders. If an order contains both in-stock and preorder items, the whole order ships together when the preorder item arrives. To receive in-stock items sooner, place them as a separate order.
  • Communication. You will receive an order confirmation when the preorder is placed and a shipping confirmation with tracking when it is dispatched.

8. Customs, duties, and taxes

  • Prices at checkout include Canadian sales tax where it applies to Canadian addresses. For every other destination, prices do not include import duties, VAT, GST, customs clearance fees, or carrier brokerage charges, and we do not collect them at checkout.
  • These charges are assessed by the customs authority of your country when the parcel arrives and are billed to you, the recipient, by the carrier or postal operator before or at delivery. This applies to the United States and to every country outside Canada, including all EU member states. The amounts are set by your government, are outside our control, and are not refundable by us under any circumstances.
  • We declare the contents and value of every parcel accurately on the customs form. We will not mark orders as gifts or understate values on request.
  • Customs inspection can add days or weeks to delivery. A customs delay is not a lost parcel and does not qualify an order for cancellation or refund.
  • By placing an international order you acknowledge that you may be required to pay these charges to receive your parcel, and that refusing the parcel because of them is treated as a refused delivery under Section 9.

9. Refused, unclaimed, and undeliverable parcels

A parcel that is refused by you, not collected from the carrier within the holding period, or returned to us because the address was incorrect, incomplete, or could not be delivered, or because duties or taxes were not paid, is returned to us at our cost. When it arrives, we refund the product price paid, less:

  • our actual cost of shipping the order to you, including on orders that qualified for free or discounted shipping;
  • any return-to-sender, storage, or customs charges billed to us by the carrier; and
  • a 10% handling and restocking fee calculated on the product price.

If you would rather have the order re-sent, contact us within 7 days of the return-to-sender scan. A new shipping charge applies and no restocking fee is deducted. Customers in the European Union: the refused-parcel terms in Section 10 of the Returns & Refunds Policy apply to you instead of the deductions above.

10. Delayed, lost, and "delivered but not received" parcels

  • Delayed. If your tracked parcel has not arrived within the estimate in Section 4, first check the tracking page for a customs hold or delivery attempt. If there is no movement, email support@theluxhealth.com with your order number and we will open an enquiry with the carrier.
  • Lost in transit. If tracking shows no delivery scan and no movement, report it within 30 days of the ship date for Canada and the United States, or 45 days of the ship date for all other countries. We will file a claim with the carrier and, once the carrier confirms loss, reship the order or refund it in full. We cannot investigate claims raised after these windows because the carrier no longer accepts them, and such claims may be declined.
  • Delivered but not received. If tracking shows delivered and you do not have the parcel, check with household members, neighbours, building management, a safe-drop location, and your local post office, then contact us within 7 days of the delivery scan. We will request a trace and any GPS or signature record from the carrier. Because the carrier has confirmed delivery to your address, we cannot refund or replace the order solely because you did not locate the parcel; if the carrier's investigation finds a misdelivery, we will reship or refund.
  • Untracked parcels cannot be traced and are excluded from this section (see Section 5).

11. Damaged in transit

If your parcel arrives damaged, do not discard the packaging. Photograph the outer box, the shipping label, and the damaged product, and contact us within 7 days of delivery as set out in Section 4 of the Returns & Refunds Policy so that we can claim against the carrier and send a replacement or refund.

12. Returns

Shipping for returns, including who pays and how to declare an international return at customs, is governed by Section 6 of the Returns & Refunds Policy.