Contact Us

Headquarters:

Luxilon
8750 W. Bryn Mawr Ave.
Chicago, IL 60631

Hours of Operation:

Monday–Friday (8am–7pm CST)

Customer Service:

Phone: 1-800-800-9936


Returns & Exchanges

  • What is Luxilon's return policy?
    Luxilon's return policies vary depending on the type of item you'd like to return. Luxilon offers returns on most items within 30 days of receipt of shipment.
  • How do I return a product purchased on Luxilon.com?
    Fill out the return form on the back of the receipt you received with your order. If you need a copy, contact us. Once the product has been received back, the product will be assessed by our team and if it meets our requirements, you will receive a refund.
  • What are the requirements for a full refund?
    • Item must be in new condition.
    • Item must be returned with all original packaging and accessories (includes box or plastic poly bag).
  • I've returned my item. How soon will I receive my refund?
    • It takes Luxilon up to 30 days to process a return and refund.
    • Once your return is processed, a refund is instantly requested and will show on your credit card statement within 3-5 business days.
    • If you shipped the item back to Luxilon at your own expense, and the return is a result of a Luxilon error, you will be refunded your shipping cost when we process the return. If the return is not due to a Luxilon error, shipping will not be refunded.

Order Management


Shipping

  • How long will my order take to ship?
    Orders normally take between 24-48 hours to ship out of our warehouse
  • When will my order ship?
    Immediately after placing your order on Luxilon.com you will receive an order confirmation email. Within 48 hours, you will receive a shipping confirmation email with a link to track your order. If you have not received a shipping confirmation email within 48 hours of placing your order, please contact our customer service team.
  • What is the cutoff time for next-day and second-day delivery?
    Orders must be placed by 1pm E.T. to be eligible for next-day or second-day delivery.
  • Where does my order ship from?
    Orders ship from our warehouse in Mt. Juliet, TN.
  • Can I track my order?
    Yes. In your shipping confirmation email, there is a link that leads you to tracking information. You will have to login to your account and view your order history.
  • What happens when my tracking says "delivered" but I have not received my package?
    Occasionally a carrier will scan a package as delivered before it arrives at the final destination. When this happens, the package is usually delivered within the next few business days. If you've waited a couple of days and you still don't have the package:
     
    • See if someone else accepted delivery. Check with household members, neighbors, building managers, the mail room, front desk, and anyone else who may have accepted the delivery.
    • Look around the delivery location. Carriers sometimes leave packages in a safe, hidden place like on a side porch, in/around your garage, or behind bushes.
    • Look for a notice of attempted delivery. You may find an attempted delivery notice in your mailbox or on your door. Follow the instructions on that notice to request redelivery or pick up the package.
    • Contact the carrier. Ask if they have additional information about the package's location. (Have your tracking or delivery confirmation number handy.) If your package was shipped via UPS, they may be able to hold the package at their local hub for you to pick up. You can call UPS and see if this is possible.

    Most packages arrive by the estimated delivery date listed in the tracking information. If you do not receive the package by then, please allow an additional day or two for the package to be delivered. Please note that carriers may deliver packages up until 8 p.m.
  • Can a customer ship to an APO/FPO address?
    No, unfortunately Luxilon cannot ship to an APO/FPO address
  • Can a customer ship to an international address?
    No. At this time, Luxilon can only ship orders to the 50 United States.