Shipping & Delivery Policy

At LustralLuxury, we work with established manufacturers, suppliers, and shipping carriers to deliver quality bathroom fixtures throughout the United States.

Because our catalog includes both small-parcel merchandise and large freight-shipped products, shipping methods, processing times, and delivery requirements vary by product.

Please review this policy and any product-specific shipping information before placing your order.

Need to cancel or change an order? Please contact support@lustralluxury.com immediately. Orders can be canceled for a full refund before submission to the manufacturer or supplier for fulfillment, subject to applicable law. See our Order Cancellations section for details.

1. Shipping Availability and Charges

Free Standard Shipping

LustralLuxury offers free standard shipping to eligible addresses within the 48 contiguous United States, subject to the exceptions described below.

We currently ship only within the United States. Orders to Alaska and Hawaii may be subject to additional shipping charges, which must be confirmed before fulfillment.

Shipping availability and costs may vary depending on the product, manufacturer, delivery destination, and required transportation services.

Special Delivery Requirements and Shipping Charges

LustralLuxury offers free standard shipping to eligible addresses within the 48 contiguous United States, subject to the shipping availability and restrictions described in this policy.

Certain destinations or delivery circumstances may require special transportation arrangements, including remote locations, limited-access properties, or locations requiring specialized equipment.

If an order cannot be fulfilled using the shipping services offered for the selected destination, LustralLuxury will contact the customer promptly to discuss the circumstances and available options, including cancellation and a full refund where appropriate.

Customers are encouraged to contact LustralLuxury before purchasing if their delivery location has unusual access requirements.

2. Order Processing and Shipping Estimates

Order Confirmation and Processing

After placing an order, customers will receive an order confirmation email.

An order confirmation acknowledges receipt of the order but does not guarantee that the merchandise is immediately available or that shipment has begun.

LustralLuxury may verify product availability, order details, payment information, and delivery requirements before submitting the order to the manufacturer or supplier.

If an item is unavailable or cannot be fulfilled, we will contact the customer and offer an appropriate resolution, including a refund where applicable.

Processing and Transit Times

Order processing time and shipping transit time are separate:

  • Processing time: The time required to verify, prepare, and dispatch an order.

  • Transit time: The time the carrier requires to transport the shipment after pickup.

  • Delivery scheduling: For freight shipments, additional time may be needed to arrange a delivery appointment.

Processing and delivery estimates vary by manufacturer, warehouse location, product availability, shipping method, and destination.

Any estimated delivery dates or timeframes displayed on product pages or during checkout are estimates rather than guaranteed delivery commitments, unless expressly stated otherwise.

Weekends, holidays, weather conditions, carrier disruptions, and other circumstances may affect delivery schedules.

If we become aware of a significant delay, we will notify the customer and provide updated information when available.

3. Small-Parcel Shipping

Smaller products may be shipped through carriers such as UPS, FedEx, DHL, or other approved delivery services.

Once an order ships, tracking information will generally be provided by email when available from the manufacturer, supplier, or carrier. Tracking information may take additional time to become active after a shipping label is created.

Small-parcel deliveries generally do not require a scheduled appointment. Signature requirements vary by carrier, product, and shipment.

Expedited shipping or special delivery arrangements may be available for certain products upon request. Availability and any additional charges must be confirmed before the service is purchased.

Package Security and Theft Prevention

Small-parcel shipments may be delivered without a signature and left at the designated delivery location, depending on the carrier and shipping service.

We encourage customers to monitor their tracking information, arrange for prompt retrieval of packages, and consider secure delivery locations whenever possible. For higher-value orders, customers may contact LustralLuxury before shipment to inquire about signature-required delivery options, which may involve additional charges.

If a package is missing, delayed, or marked as delivered but cannot be located, please contact LustralLuxury promptly. We will make reasonable efforts to investigate, including reviewing tracking information and contacting the shipping carrier when appropriate.

If the carrier confirms that a package was correctly delivered to the designated address and available evidence indicates that it was subsequently lost or stolen, a complimentary replacement or refund may not be available.

For suspected theft, we may request additional supporting documentation, such as a police incident report, to assist with investigating the circumstances or evaluating a discretionary replacement or refund.

Any resolution will depend on the circumstances, available evidence, carrier findings, and applicable law.

4. Freight (LTL) Deliveries — Large Items

Large or heavy products, including certain bathroom vanities, bathtubs, and other fixtures, may require Less-Than-Truckload (LTL) freight transportation.

Freight shipments have different delivery requirements from ordinary small-parcel shipments.

Curbside Delivery

Unless expressly stated otherwise, freight orders include curbside delivery only.

Curbside delivery does not include:

  • Bringing merchandise inside a home, building, or garage.

  • Carrying merchandise upstairs or downstairs.

  • Unpacking, assembly, installation, or removal of packaging.

  • Removal or disposal of existing fixtures.

  • White-glove delivery or placement in a particular room.

Customers should arrange appropriate assistance to move heavy merchandise from the delivery location into the property.

Delivery Access and Equipment

Freight delivery requires a location safely accessible to the carrier's vehicle and equipment.

Customers should inform LustralLuxury before shipment of relevant access restrictions, including narrow roads, steep driveways, gates, restricted entrances, unpaved roads, or other obstacles.

Where standard curbside delivery is not feasible, an alternative delivery arrangement may be necessary.

Liftgate service or other unloading equipment may be available or required depending on the shipment and carrier. Availability and any applicable additional charges will be confirmed when possible before fulfillment.

Customers are responsible for arranging any assistance or equipment needed to move merchandise beyond the designated delivery point. Where liftgate service is not included or available, suitable unloading arrangements may be required and will be communicated before shipment.

5. Freight Delivery Appointments and Receiving Requirements

Freight carriers generally contact the recipient to arrange a delivery appointment.

Customers must provide accurate delivery information and a reachable telephone number.

An adult should be available at the agreed delivery time to receive and inspect the shipment and sign the delivery documentation when required.

Delivery windows are determined by the carrier and may change due to operational conditions.

Customers should not schedule installation contractors or other time-sensitive services based solely on an estimated delivery date.

Missed Appointments and Redelivery

If delivery cannot be completed because of an incorrect address, inaccessible location, missed appointment, or other customer-controlled circumstance, the carrier may impose additional charges.

These may include reasonable redelivery, storage, reconsignment, or special-access charges.

Any customer responsibility for such charges will depend on the circumstances, previously disclosed terms, and applicable law.

Please contact LustralLuxury promptly if a delivery appointment or address needs to be changed.

6. Inspecting Freight Deliveries

IMPORTANT: Carefully inspect your freight shipment for visible damage and missing packages BEFORE SIGNING THE CARRIER'S DELIVERY PAPERWORK.

We strongly recommend the following procedure:

  1. Photograph the shipment from all accessible angles before unpacking or removing protective materials, even if no damage is visible. Whenever practical, capture the condition of the cartons, crates, pallets, protective wrapping, and shipping labels as received. These photographs may be valuable if concealed damage is discovered later.

  2. Examine the shipment, cartons, crates, pallets, and protective wrapping for visible damage.

  3. Check the number of packages received against the delivery documentation.

  4. Photograph any crushed corners, punctures, tears, water damage, broken pallets, or other irregularities.

  5. Describe visible damage or missing packages specifically on the carrier's Proof of Delivery or Bill of Lading before signing.

  6. Contact LustralLuxury promptly if damage, missing merchandise, or another delivery problem is discovered.

Avoid signing a delivery receipt stating that merchandise arrived in undamaged condition if visible damage is present.

A general notation such as "subject to inspection" may be useful where permitted, but it is not a substitute for recording visible damage and does not guarantee acceptance of a freight claim.

When to Refuse Delivery

IMPORTANT: If a freight shipment shows significant visible damage, such as crushed or punctured cartons, broken crates or pallets, exposed merchandise, or visibly damaged products, DO NOT ACCEPT THE SHIPMENT. Refuse delivery and clearly document the reason on the carrier's delivery paperwork.

Before the driver leaves, photograph the damaged shipment from all accessible angles, including close-up photographs of the affected areas. Note the specific damage on the Proof of Delivery or Bill of Lading and contact LustralLuxury as soon as possible.

Minor cosmetic damage to an exterior carton, without indications that the merchandise itself may be affected, does not necessarily require refusal. In these circumstances, customers should document the damage on the delivery paperwork, photograph the packaging, and promptly notify LustralLuxury.

Accepting a shipment does not automatically eliminate remedies for damaged, defective, incorrect, or otherwise nonconforming merchandise.

However, failure to document visible damage at delivery may complicate or limit our ability to pursue a claim with the shipping carrier. We strongly encourage customers to follow the inspection and documentation procedures described above.

All claims will be reviewed based on the circumstances, available evidence, applicable carrier procedures, and customer rights under applicable law.

7. Concealed Damage, Missing Parts, and Incorrect Merchandise

Some damage is not visible until the product is unpacked.

We strongly recommend opening and inspecting merchandise as soon as reasonably possible after delivery, within 24 hours for freight shipments. Prompt reporting is particularly important because carriers and manufacturers may impose strict deadlines for transportation damage claims. Delayed reporting may complicate the investigation or limit available carrier remedies.

Before unpacking, photograph the exterior packaging when practical. If concealed damage is discovered, stop unpacking as appropriate and document the condition.

Please retain:

  • Original cartons, crates, and pallets.

  • Protective foam, wrapping, and packaging materials.

  • Photographs of the packaging and damaged merchandise.

  • Delivery documentation and tracking information.

  • Any relevant product labels or identifying information.

Contact support@lustralluxury.com promptly with your order number, photographs, and a description of the issue.

Prompt reporting helps us coordinate with manufacturers and carriers, preserve evidence, and pursue applicable transportation claims.

Damage, defects, missing parts, incorrect products, and other order-conformity issues are handled separately from ordinary voluntary returns.

Depending on the circumstances, an appropriate resolution may include replacement parts, repair, replacement merchandise, or a refund.

Ordinary change-of-mind restocking fees and voluntary-return shipping deductions do not apply to remedies required for damaged, defective, incorrect, or otherwise nonconforming merchandise.

8. Tracking Information and Delivery Delays

Tracking information will be provided when available.

For freight shipments, tracking may include a carrier name, shipment reference number, or PRO number rather than an ordinary small-parcel tracking link.

Freight tracking systems may not display the same level of detail as parcel-carrier systems.

If tracking information is unavailable, appears inaccurate, or shows an unexpected delay, customers may contact LustralLuxury for assistance.

Weather events, transportation disruptions, manufacturer delays, and other circumstances outside our direct control may affect shipping and delivery.

We will make reasonable efforts to communicate significant delays and assist customers in obtaining updated shipment information.

9. Shipping Addresses and Order Verification

Customers are responsible for providing a complete and accurate delivery address and appropriate contact information.

If the shipping address differs from the billing address, LustralLuxury may conduct additional order verification when reasonably necessary for fraud prevention or payment security.

We reserve the right to decline or cancel an order when material verification concerns cannot be resolved, subject to applicable law and appropriate refunds.

Address changes requested after an order has been submitted for fulfillment or shipped may not be possible and may result in additional carrier charges or delivery delays.

Please contact us as soon as possible if an address correction is needed.

10. Shipping Restrictions and Special Destinations

LustralLuxury currently serves U.S. delivery destinations only, subject to product availability, manufacturer restrictions, and carrier capabilities.

Shipping to Alaska and Hawaii requires confirmation of availability and applicable charges.

Certain products may not be eligible for delivery to P.O. boxes, military addresses, remote locations, or destinations that cannot accommodate the required shipping method.

International shipping is not currently offered.

Requests involving third-party freight-forwarding or export arrangements are not part of our standard shipping service and may be declined.

Customers should contact us before placing an order involving a nonstandard delivery arrangement.

11. Freight Shipments and Return Eligibility

Certain products delivered by LTL freight are designated Final Sale — Freight Delivery.

Due to the specialized transportation, handling, and substantial costs associated with large freight shipments, certain products are designated final sale for voluntary returns. This allows us to communicate return eligibility clearly before purchase and avoid unexpected return-related charges.

Once shipped, these products are not eligible for ordinary voluntary returns or exchanges due to a change of mind, incorrect measurements, personal preference, or ordering the wrong product.

Any exceptional voluntary freight return must be expressly authorized by LustralLuxury.

If an exception is approved, the customer may be responsible for actual original outbound freight expenses, return freight costs, and applicable restocking fees, as disclosed and agreed upon before the exceptional return is authorized.

Final-sale restrictions do not eliminate remedies for damaged, defective, incorrect, or otherwise nonconforming merchandise, or rights provided by applicable law.

Please review our Return & Refund Policy for complete return eligibility, cancellation, and refund conditions.

12. Order Cancellations and Changes

Orders may be canceled for a full refund if LustralLuxury receives the cancellation request before the order has been submitted to the manufacturer or supplier for fulfillment, subject to applicable law.

Once an order has been submitted to the manufacturer or supplier, cancellation is no longer guaranteed, even if the merchandise has not yet shipped.

Where cancellation remains possible after supplier submission, any applicable, previously disclosed cancellation charges will be communicated before proceeding.

Once an order ships, the applicable return eligibility and final-sale restrictions described in our Return & Refund Policy apply.

Please contact us as soon as possible if you need to cancel or modify an order.

13. Contact Us

For shipping questions, freight delivery assistance, tracking inquiries, damaged merchandise, or delivery concerns, please contact:

LustralLuxury

Email: support@lustralluxury.com

Phone: (754) 225-3005

Website: https://lustralluxury.com

For additional information about cancellations, voluntary returns, restocking fees, and refunds, please review our Return & Refund Policy.