Shipping Policy
The features and services provided by LustralLuxury are governed by the following conditions. By visiting our store at LustralLuxury.com, you agree to comply with these terms and conditions. This encompasses our terms of use, privacy policy, shipping policy, return policy, as well as any other disclaimers and terms accessible on LustralLuxury.com. We strongly recommend that you thoroughly review and comprehend these terms.
Shipping Policy
Please read this section carefully, as it outlines our Shipping Policy at LustralLuxury.com.
Section 1 - Free Shipping:
We offer free shipping on all orders over $75 to the 48 contiguous states of the United States. Orders below $75 for delivery to the 48 contiguous states will incur an $8.99 surcharge. Shipping to Alaska, Hawaii, and Puerto Rico is available at an additional shipping cost.
Please note that our current operations are limited to within the United States.
Section 2 - Order Confirmation:
As soon as you place your order, you will receive an order confirmation email. This means that we have received your order in our system and pre-authorized your credit card for the purchase.
All orders are processed promptly upon receipt. As soon as we receive your order, we confirm with our suppliers that all products ordered are in stock and available for immediate shipment. Although we make every effort to maintain accurate stock and pricing information, if a product is out of stock, on backorder, or otherwise unavailable, we will void the pre-authorization and reach out to you via e-mail. If your item(s) are available for immediate shipment, we will process the charges and submit the order for shipment.
Most orders are shipped within 24 to 48 hours of receipt, excluding Saturdays, Sundays and holidays.
If you wish to expedite an order, contact our Orders Department at orders@lustralluxury.com, to inquire about expedited shipping times and availability. If the item is currently in stock, it typically ships within 24 to 48 hours. For further details, feel free to reach out to us at (754) 225-3005.
If you have questions about a product’s stock status, please email us at orders@lustralluxury.com. Actual shipping time depends on product availability, product type, proximity of delivery location from the warehouse and actual time in transit by shipping service or freight carrier.
If your order is in stock, and we process the charges to your credit card, we will send you tracking information within 24 hours of your order leaving the warehouse to the email address you provided during checkout. You can check your order status at any time by using the tracking number sent in your shipping confirmation email or by visiting the order status page in your account. If you do not receive tracking information from us within five business days of your order, please follow up with us at orders@lustralluxury.com.
Shipping times vary depending on the distance between the warehouse and the destination, usually ranging from 1 to 6 days for delivery to the lower 48 States.
Delivery Instructions:
In order to ensure secure delivery of your orders, please follow these instructions:
Section 3 - For larger items that are shipped via freight carrier:
An agent from the freight company will get in touch with you via telephone to schedule the delivery, typically within a specified four-hour window. When you make your order, please ensure to provide both your daytime and an alternative contact number. We highly recommend providing two numbers.
This allows the freight company to arrange a delivery time that's convenient for you. Remember that we can't leave your items at the delivery site without a signature, so ensuring they can reach you and coordinate the delivery is crucial.
Section 3.1 - Delivery Accessibility:
Kindly inform us in advance if there are any obstacles like narrow driveways, gates, fences, or any other factors that might hinder the delivery truck from reaching your designated delivery location. If, for any reason, the freight truck can't access the delivery site, we might request an alternative delivery address from you.
Please ensure that the delivery service has the necessary access required to complete the delivery at the scheduled time. If you reside in a gated community, please make the necessary arrangements beforehand to grant access. If you suspect that the delivery service might encounter challenges when delivering to your residence, kindly notify us in advance.
Section 3.2 - Delivery Service Options and Requirements:
Please note that when it comes to freight (truck) deliveries, they are limited to curbside service, meaning the driver won't be able to bring the items into your home. It's essential to ensure that someone else can handle this. If you wish to upgrade to services such as white glove or inside delivery, these options are available at an extra cost. For inquiries about these services or to request a quote for the additional expenses, please contact us via email before placing your order at: orders@lustralluxury.com.
You'll be responsible for providing assistance, such as helpers, to the driver for 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.
Section 3.3 - Signature Requirement:
For large items, a signature will be necessary upon delivery. Please make sure that someone is present at the time of delivery and can inspect the item and sign the delivery receipt. You'll be held responsible for any actions or omissions by the person signing, as if you were personally present to receive the delivery.
Section 3.4 - Damage Assessment:
Upon the arrival of items, they should be inspected for any signs of damage. Before signing for delivery, thoroughly check the external packaging for any damage, such as creases, holes, or tears. If any damage is found, please make a note of it on the delivery receipt and email us immediately with photos at support@lustralluxury.com. You may also call us at (754) 225-3005 after sending the email.
When receiving a delivery, inspect the box's external condition, remove the packaging, and examine the contents in the presence of the delivery driver. If any damage, whether visible or not, is found, note it on the delivery receipt. If you sign the delivery ticket without noting any damage, the responsibility for the merchandise is transferred to you. Customers should contact our customer service department within 24 hours of receiving the items to report any missing items or damage from the delivery.
If a signature is requested, do not sign for your order until physically inspecting it for damages. We also recommend advising your family members or anyone else present during the delivery not to sign either. It's important to note that the packaging's external appearance may not guarantee there is no "hidden" damage. The only way to be sure is by fully unpacking and carefully examining the contents. If you're unable to inspect it at the time at the time of delivery, please sign the receipt as 'un-inspected' instead of your usual signature.
Legally, by placing your signature, you're confirming that you've inspected the item, and it is received in good condition. In this situation, any later claims for unnoticed or ("hidden") damage must be filed by you directly with the freight company. Once the item is signed for, all shipments are considered final sales. If you discover damage significant enough to render the product inoperable or unusable, please refuse delivery and email us with photos of damages at support@lustralluxury.com and we will address the matter. You may reach out to us at (754) 225-3005 after sending the email.
Section 4 - For smaller items shipped via shipping services such as Fedex:
If you identify any damage, whether visible or concealed, please reach out to us within 24 hours to report it. Failure to contact us within this timeframe will result in the merchandise being considered your property.
Once again, we strongly encourage you to thoroughly inspect your delivery. If you discover damage significant enough to render the product inoperable or unusable, we advise you to refuse the shipment and promptly contact us at (754) 225-3005.
Please carefully examine all items and their contents upon delivery. To report any missing items or damage from the delivery, customers must contact our customer service department within 24 hours of receiving the order. Regrettably, any claims submitted after the initial 24-hour window cannot be processed for insurance claims.
Section 5 - Sales Tax:
LustralLuxury.com is required by law to collect sales tax on orders shipped to Florida.
The cost of shipping and applicable sales tax will be included in your total merchandise charges and presented for your review before proceeding to checkout.
Section 6 - Order Cancellations:
If you wish to modify the order or if certain items are missing from the order, please contact our customer service department immediately at support@lustralluxury.com.
Please note that all orders which have been prepared for shipment cannot be cancelled.
