FAQ

1. Why your price is much cheaper than other store?

As known, usually we buy products from supermarket, or trade company or reseller, but we are different, we ship all items directly from our factories, so marketing fee, shipping fee, store rent etc...are saved to make the price better and still keep good quality.

2. Do you accept orders placed outside of the U.S.?
We sure do! We proudly ship worldwide for FREE. We do this via parcel, this way you can avoid any import taxes for orders below $1000.  We currently do not offer expedited shipping via FedEx, UPS, DHL etc. because of the high import taxes they charge to their customers (you). If you are in UAE, your order needs to include a P.O. Box Number! Otherwise it will not delivered and sent back to us. 


3. How long will it take to receive my order?
Order processing time takes 1-5 business days before shipment. Deliveries can take up to 1 week to 2 months(Orders to US usually 2 weeks). It depends what you purchased. However, we have also in some rare cases experienced longer shipping times (more than 3 weeks) due to holiday season or randomly selected inspection done by your country's customs office. 

4. Some of my items do not have tracking on your global tracker?
If this is the first time tracking your order and you see a tracking number that says "Pending", please wait a little while and refresh it. This system is connected to a global tracker, and it may take a little time to get the information from your local carrier. :) You can also go to Track Order Page and enter your tracking number there for more information.
If you ordered multiple items, there is a good chance that these products are housed in different warehouses. Thus, some items might arrive earlier than others. If you'd like to know the status of your other items, please email us with your name and order number.

5. When can i begin tracking my orders?
Order processing time usually takes 48 hours but can take up to 7 business days before shipment. Deliveries can take up to 1 week to 2 months. It depends what you purchased. However, we have also in some rare cases experienced longer shipping times due to holiday season or randomly selected inspection done by your country's customs office. 
 
6. My tracking has not updated for a while, what is wrong?
If your order takes longer than 1-3 weeks, it usually it means that the package(s) was randomly selected by the customs office to be inspected. This means they will have to open the package, inspect it, seal it back up and send back on its way to you.
Please be patient for a little longer and understand that we are doing our very best to rush your orders for you. Please also understand that if the package is in customs, we cannot call to rush them since the customs office is a government entity and it is there to protect your country. We are not in any way affiliated with any shipping companies, thus please direct all questions concerning your package delivery, change of address, mail forwarding, to your local postal office.
The reason we offer free shipping and ship all our orders via parcel is because private companies such as DHL or Fedex charge our international customs a very high and unreasonable import tax. In order to avoid this completely, and to give our customers the best price, we ship all our products in parcel. We really appreciate your patience in this :)

7. What is my order is lost in transit?
Rest assure, all our orders are protected by our LuckInu Order Insurance. If your order does not arrive to you or gets lost in transit, we can certainly issue a full refund for your purchase, resend the item to you, or issue you a store credit.

8. How long are your products in stock for and what about price fluctuations?
Our products can stay in stock anywhere from 1 day to 3 months. Our pricing does fluctuate depending if certain trade, import, or tax policies between countries change. Blame your politicians -_-  

So if you see something you like and the price is right, you should purchase it immediately before it sells out or the price rises.

9. What is this stores return and exchange policy?
Strictly no returns or exchanges unless there are defect(s) in the product(s) and the attention is brought to us within no later than a week! So make sure you are ordering the correct item, size, and color. Make sure to read the measurements in products that apply. If there are no measurements listed, email us! If you choose to cancel a order within the processing time, or if an item is returned back to use due to an incorrect address you entered, there will be a $5.00 restocking fee per item, and an additional $5.00 fee if you purchased the product with a credit card. Orders cannot be canceled upon shipment.

10. I have received only part of my shipment, Where are the other items?
If you ordered multiple items, there is a good chance that these products are housed in different warehouses. Thus, some items might arrive earlier than others. If you'd like to know the status of your other items, please email us with your name and order number.

11. What about possible custom fees? 
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country if your order exceeds $1000.

12. Will this item get to me before _________? 
If you plan to give one of our items as a holiday gift, we do not recommend buying the items during the month when the holiday is happening. There is a risk of the item not arriving there on time. We are not held responsible for items that do not arrive before specified dates.

13. Can i change my adress/order? 
Please email us as soon as possible if you wish to change or cancel your order. Note that once the item has been fulfilled and marked as shipped, we are not able to make any changes or cancellations to your order.

Have a question?
E-mail us at  contact@luckinu.com