Shipping Policy

Shipping Policy

By placing an order with LustralLuxury.com, you agree to our Terms of Use, Privacy Policy, Shipping Policy, Return Policy, and other applicable terms. Please review these carefully.

1. Free Shipping

We offer free shipping to the 48 contiguous U.S. states. Shipping to Alaska and Hawaii incurs additional fees. We currently ship only within the U.S.

  • Please note that if your address is located in a high-cost delivery zone (such as remote suburbs, limited access areas or downtown districts), an additional delivery fee may apply.
  • If the product you ordered is not available in a warehouse serving your area and must be shipped from a more distant location, free shipping may not apply, and an additional delivery fee may be required. You will be notified via email if this occurs.

2. Order Processing & Shipping Times

  • Upon order placement, you will receive a confirmation email. This means that we have received your order in our system and pre-authorized your credit card for the purchase.
  • We verify stock availability and process charges before shipment. If an item is unavailable, we will notify you and void any pre-authorization.
  • We may also reach out separately with order details to verify your approval of the charges and confirm whether we should proceed. If we are unable to reach you within 72 hours, we may have to cancel and refund your order. Please ensure you have access to the email used during checkout.
  • If delivery exceeds the advertised timeframe, we’ll email you for confirmation.
  • Most orders ship within 24-48 hours (excluding weekends/holidays).
  • Expedited shipping may be available—contact orders@lustralluxury.com to inquire.
  • Shipping times vary based on warehouse location, product type, and carrier transit times (typically 3-9 business days within the contiguous U.S.).
  • Once shipped, you will receive tracking information within 24 hours. If not received within 6 business days, contact us.

3. Different Shipping and Billing Addresses

If you prefer to have your order shipped to an address different from your billing address, please note that this may extend the processing time. We recommend shipping to your billing address whenever possible.

When shipping and billing addresses do not match, we will contact you via email for written confirmation that the order details are correct and that you authorize us to proceed. Additionally, we need you to call the customer service number on the back of your credit card and request your bank or card issuer to add your shipping address as an "Alternate Shipping Address" on your account. This does not change your billing address but helps expedite the verification process and minimize delays.

For security reasons, if your shipping address differs from your billing address, we reserve the right to cancel your order and issue a full refund if we are unable to verify the shipping details. Failure to provide written confirmation or add an alternate shipping address may result in additional delays or order cancellation. We are not responsible for any delays caused by verification procedures.

4. Freight Shipments (Large Items)

  • The freight carrier will call to schedule delivery (typically within a 4-hour window). Provide at least two contact numbers to avoid delays.
  • Delivery is curbside only; the driver will not bring items inside. If you need white glove or inside delivery, contact us before ordering to inquire if these services are available. Additional fees apply.
  • Ensure delivery site accessibility—inform us in advance if there are gates, narrow driveways, or other obstacles. If access is blocked, an alternative address may be required. Curbside delivery is not guaranteed for addresses on cul-de-sacs, dead-end streets, or dirt roads. In such cases, the customer may need to meet the driver at the nearest accessible paved road or intersection.
  • Signature is required upon delivery. The recipient is responsible for inspecting the item and signing the receipt.
  • You will be responsible for assisting the driver with unloading your order from the truck. If you're unable to do so, there may be an additional charge if a tailgate lift is required.
  • Freight (truck) deliveries are limited to curbside drop-off only. Curbside delivery means the freight will be delivered as close to the specified address as possible. However, factors such as the size of the delivery truck and necessary safety measures may prevent the carrier from reaching the exact curb or delivery location.
  • If the scheduled delivery is delayed due to the customer's fault, or if the customer is unavailable to sign for and accept the shipment, and the carrier requests storage fees to hold the items until delivery can be completed, or if a redelivery attempt fee is charged due to a failed delivery, the customer may be required to cover these fees to proceed with the delivery. These fees must be paid before the shipment can be released.
  • If you are unavailable to sign for and receive the shipment, the carrier will make a couple attempts before returning the order. You will be responsible for all restocking fees and shipping costs for orders returned to the manufacturer.

5. Damage Inspection & Reporting

To ensure we can replace any damaged items at no cost to you, please follow these guidelines:

  1. All shipments are fully insured. Thoroughly inspect your package upon arrival before signing for it. Outer packaging may appear intact while the item inside is damaged.
  2. Freight shipments require a scheduled delivery appointment. An adult must be present to inspect and sign for the delivery. You’ll have 24 hours from the delivery time to open and inspect your goods and report any damages, missing items, or incorrect items.
  3. In the case of small parcel deliveries with smaller products, a signature is not required and the package will be left in front of your residence. We will always notify you when your order ships and provide tracking information. It’s crucial to stay updated on your order’s progress and retrieve it promptly upon delivery. If concerned about theft, please request a signature upon delivery when placing the order.
  4. For freight shipments, inspect the package with the driver present. You are responsible for reporting any issues immediately, such as concealed damages, missing parts, or incorrect items. Please inspect your item(s) right away.
  5. If you observe any damage or missing packages, you must indicate it on the bill of lading, take photos and REFUSE THE DELIVERY. The note should specify “refused due to damage”. You are also required to photograph all sides of the box and send the images to us within 24 hours. If no damage is visible before opening the box, write “subject to further inspection, may contain concealed damage.” If a shipment containing a damaged item is accepted by the recipient (even with the damage noted on the bill of lading), we will be unable to provide a replacement or refund for the order.
  6. Upon receiving the shipment and before unpacking the item, make sure to photograph the packaging from all angles, even if there are no visible signs of damage. This is crucial in case concealed damage is discovered after unpacking, as it will be needed when filing a claim with the carrier or manufacturer. If the shipment exhibits significant visible damage, such as products spilling out of the box, or boxes being torn and battered, you must REFUSE THE DELIVERY. In the case of damaged pallets, creates, or boxes, please sign the driver’s Proof of Delivery with detailed notes like “damaged items”, “torn boxes”, “hole in the cardboard”, “broken crate”, and ensure you take the photographs of all these issues. Be thorough in your descriptions, including mentioning crushed corners, broken arms, forklift damage through the center of the boxes, wetness, stains, any leaks, etc. Capture images of the shipment to record damages or the state of the boxes before the driver takes it back. If you find any damage after accepting the delivery, do not discard the box. Contact us with the photos, and once we receive your information regarding the refused delivery or concealed damage, we will promptly file a claim with the carrier or manufacturer. Once the claim is resolved, we will send you replacements at no additional cost to you.
  7. You might receive a shipping label via email for returning certain smaller items. In this case, place the label on the original sealed package, cover it with clear shipping tape, and drop the package off at the carrier’s hub.
  8. Damaged items are typically replaced with an identical product. Refund eligibility due to damage is discretionary and determined by the manufacturer.
  9. If you discover concealed damage or missing parts after accepting and signing for a package, please report to us immediately. Our carriers provide us with a 24-hour window to report shipping related damages.
  10. All damages, missing parts and incorrect items must be reported within 24 hours. Please take photos and retain the original boxes and all protective packaging materials if damage is discovered later. Remember, it is not the driver’s responsibility to make any reports on your behalf. Reach out to us at support@lustralluxury.com , and we’ll ensure the issue is addressed promptly. You may also call us at (754) 225-3005 after sending the email.

Failure to follow the damage inspection procedure may result in charges for replacement items.

6. Small Parcel Shipments (FedEx, UPS, USPS)

  • Report any visible or hidden damage to us within 24 hours. Late claims cannot be processed for insurance.
  • If an item is damaged beyond use, refuse delivery and contact us immediately.
  • If you are concerned about theft, please request a signature upon delivery. However, please note that if no one is present at the time of a small parcel delivery requiring a signature, in specific situations, the carrier may charge a reattempt fee for a second delivery attempt.

7. Sales Tax

Orders shipped to Florida are subject to sales tax as required by law.

8. Order Cancellations

  • If you need to modify or cancel your order, contact support@lustralluxury.com immediately.
  • Orders already prepared for shipment cannot be canceled.

For any questions or further assistance, contact us at support@lustralluxury.com or call (754) 225-3005.