Help Center & Contact Us
How can we help?
Call
Our hours are 9:00 AM – 5:00 PM CST, Monday – Friday.
(Don’t wait on the phone for answers. Check our FAQ section below.)
FAQ
How do I check the status of my Luxilon order?
Check the status of your Luxilon order using our Order Tracker. You will need your order number and the email address you used at checkout. You can also use the chat box in the bottom right corner of any page. Please note that items from the same order may ship separately and stock orders ship within 48 hours from our warehouse.
Can I change or cancel my order from Luxilon if it hasn’t shipped yet?
No. We begin processing orders as soon as they are placed to ensure timely delivery. Once an order is confirmed, we cannot make any changes or cancellations. Most products are eligible for return within 30 days of receipt.
Which payment types does Luxilon accept?
Luxilon accepts Visa, MasterCard, Discover, and American Express credit or debit cards. You can also pay using a Klarna or PayPal account. We also accept Apple Pay and Google Pay on supported devices.
Can I pay with a gift card at Luxilon?
A gift card purchased on Luxilon.com can be redeemed on Luxilon.com or our other sites, including Wilson.com, Slugger.com, DeMarini.com, EvoShield.com, and ATECSports.com.
How do I buy a Luxilon gift card?
You can buy a gift card on our website.
Where do I enter a discount or promo code on the Luxilon website?
You can enter a discount or promo code on the “Review Bag” page of your order or on the “Checkout” page. Once you've added all items to your shopping bag, enter your code in the promo code field then click "apply.”
The Luxilon item I want is out of stock. Can you notify me when it is available?
Yes. You can sign up to be notified via email when a product comes back in stock directly from the product detail page. Click the bell icon on the product size/color to access a form that will prompt you to enter your email address.
Can I leave feedback on Luxilon.com about a product I purchased?
Yes. We love to hear how your string is working out for you! To leave feedback, just visit the product's corresponding page on our website and let us know what you think in the reviews section at the bottom of the page.
Can I place a tax exempt order at Luxilon?
Yes. We offer tax exempt purchasing for qualifying organizations. If you believe your organization is eligible for tax exempt purchasing, please visit the Tax Exemption page to get started.
How do I return a product to Luxilon?
If you ordered your product directly from Luxilon.com, use our Return Form to start a return. You will need your order number and the email address you used to place the order. Follow the steps to submit your return for eligible items. On the final return confirmation page, you will be able to print your UPS return shipping label or find the scannable QR code to use at the UPS store to send the item(s) back to us. This information will also be sent via email.
How do I return a Luxilon product I bought in store?
Items purchased in store can be returned in store.
What is Luxilon’s return policy?
Luxilon offers returns on most stock items within 30 days of receipt.
When will I receive my refund for a Luxilon return?
Once we receive your item(s) at our warehouse, we will process your refund back to the original form of payment within 3-5 business days.
Can I exchange a product ordered at Luxilon.com?
No, we do not offer exchanges. If you need a different item, you can start a return for a refund and place a new order at any time.
When will my Luxilon order ship?
Ground Orders normally take between 24-48 hours to ship out of our warehouses on business days. Orders placed with expedited shipping, if placed before the 1 pm CST, will ship the same business day.
Does Luxilon offer rush shipping?
Orders must be placed by 1 PM CST to be eligible for next-day or second-day shipping on business days. This means that the order can ship same-day from our warehouse if you place it before 1 PM CST on a business day
Does Luxilon ship everywhere?
We are unable to ship to the following:
- PO Boxes
- Any address outside the United States
- Freight forwarders
- APO addresses
Using any of these as a shipping address will result in your order being cancelled.
What if my order gets delivered and I am missing an item?
If an item from your order is missing, please contact us and our team will file a UPS claim on your behalf. We will follow up with you within 48 hours with the claim status and next steps.
Can I return an item to Luxilon that I bought on sale?
No. Sales are final when you purchase an item during the sale period. This is indicated on each of our product pages as well.
Can I exchange an item at Luxilon that I bought on sale?
No. Sales are final when you purchase an item during the sale period.
Why was my Luxilon order cancelled?
If your order was cancelled, it was likely due to a stock issue. Our sale items sell fast and at times our system cannot keep up with the demand.
Can I cancel my Luxilon order if I bought it on sale?
No. We cannot change or cancel orders that are already in the process of shipping. In addition, the sale price cannot be extended once the sale has ended.
Will Luxilon adjust the price of my sale items after my order is complete if the price is different on the website?
No. We are unable to adjust any previous order’s prices, no matter how recent.
Can I use a group discount on top of a Luxilon-wide sale?
No. If you are already part of a particular customer group and wish to participate in a Wilson sale, you will need to set up a new account with an alternate email address before proceeding. You may also checkout as a guest to receive a sale price.
When will my Luxilon sale item ship?
With any high-volume sale, we see extended shipping timelines. The estimated shipping time for the sale product should be displayed on the product page on the Wilson website.