Shipping

• How long do orders take to ship?

  • All products are handcrafted. Typically orders will ship within 1-3 business days, however there may be longer lead times during holidays or sales.

    We use USPS, Fedex + UPS to ship all orders. All addresses need to be able to accept deliveries from these carriers.

• How do I get free shipping?

  • Free Shipping on One-Time Orders is $150+.
    
    Free Shipping on Subscription Orders is $60+.

    *Only applies to contiguous USA and currently cannot waive shipping on orders shipping to PO Boxes.

    For sales, free shipping cannot be waived in addition to the discount offered.
    
    Any issues/questions please email: hi@underluna.com 

• Can I make changes to my order once it has shipped?

  • Once the order has been handled to the carrier, we are unable to make any modifications to the order, address or delivery.

• Will I receive tracking when it ships?

  • Yes, as soon as your order is confirmed you will receive a confirmation email from us. This ensures we have successfully received your order.

    Once the order ships, you will then receive an email with tracking details.

• Do you ship internationally?

  • We sure do! We recommend checking out our International Retailers too.

• More international shipping info

  • International shipping lead time begins once the package leaves our warehouse, not the date in which the order is placed. Under Luna is not responsible for shipping delays.

    We highly encourage
    to protect your shipment with Route Protection (added on a checkout)

    Our system will calculate estimated
    duties and taxes at checkout. If there is a balance at the time the order is delivered to the customers, the customer is responsible for paying any outstanding fees.

Returns

• Can I return my order?

  • Any unopened and unused product can be returned within 14 days of receiving your product, shipping charges will apply.
    

    Once received and inspected a refund will be issued for the full amount paid minus shipping charges and any Route Protection fees.

    We are unable to accept returns of
    used product as we are unable to resell it. For new customers, we recommend starting with our Trial Size Shampoos +Conditioners.

    Please email: hi@underluna.com for any returns.

• Can I make an exchange?

  • We are unable to make exchanges as we aren't able to resell any used product.

• What if I break or damage my bottle?

  • ​​Once your product has arrived safely to you, the product is now in your care. Under Luna is not responsible for bottles breaking. Please treat all products (especially the glass bottles) carefully
    and store them in safe places to avoid any breakage.

    It is recommended to place all shampoos and conditioners on the floor of the shower or bath or just
    outside the tub on the ground, to ensure everyone's safety.

Route Protection Plan

• Do you offer insurance in case of any lost, stolen or damaged orders?

  • Route Protection Plan is available and encouraged to add to your order. This is automatically added to your order for a small fee, and you can choose to keep it or remove it from your cart. The plan covers you in case your package is lost/stolen/damaged during transit and is a very simple, easy claim to file. More info here.

    By de-selecting this protection, you are taking responsibility for your package in case it becomes lost/stolen or damaged.

    Once your products arrive, please fully inspect them. If you notice any damages please file a claim with Route. 

• Where is my order?

  • Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Androidto visually track your package and receive real-time notifications on its estimated delivery.

• How does Route work?

  • If your Route protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

    Need to file a claim?  File here.

• How does Route process refunds or reorders?

  • Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

    Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

• When should I file a claim?

  • Marked As Delivered (Stolen)

    Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered.

    Please note, orders over $200 USD will require a police report to be filed by the customer before any resolution can occur.

    Stuck In Transit (Lost)

    For domestic orders, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date.

    For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date.

    Damaged

    Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

    All of Route’s policies are listed here.

• What if my order never arrives or is stolen?

  • Route Protect definitely helps cover these instances! To protect your order against loss or theft, add Route Protect at checkout. 

    If your order has not arrived, please file a claim with Route here.

• What if my order arrives damaged?

  • Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout. 

    If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

    You can file a claim with Route here.

• How do I file a claim for my lost, damaged, or stolen order?

  • If you insure your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

    You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

    Haven’t downloaded the app yet? Download here.

• What are Route’s Terms and Conditions?

  • Route’s terms and conditions are listed here.

• Is Route a Licensed Insurance Company?

  • Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.