When will my order ship?
Orders are generally processed within 1–2 business days after payment has been successfully authorized.
After your order ships, standard delivery generally takes approximately 2–5 business days.
Most orders therefore arrive within approximately 3–7 business days from the date of purchase, although actual delivery times may vary depending on the destination, carrier operations, weather, holidays, or other circumstances outside our reasonable control.
For complete details, please review our Shipping Policy.
How can I track my order?
Once your order ships, available tracking information will be sent to the email address provided at checkout.
Tracking information may take approximately 24–48 hours after carrier acceptance to begin showing movement or delivery updates.
If you have not received tracking information or need help with an existing shipment, please contact:
and include your order number.
Where do you ship?
Lumovia Lab currently offers Free Standard Shipping to eligible addresses within the contiguous United States.
At this time, standard checkout shipping may not be available to Alaska, Hawaii, Puerto Rico, U.S. territories, or international destinations.
Available shipping destinations may change from time to time.
Please review our Shipping Policy for additional information.
What is your return policy?
Eligible products may generally be returned within 14 calendar days after confirmed delivery.
For a standard return, the product must be:
Unused, unopened, in its original packaging, and in resalable condition.
Due to hygiene, safety, and product-integrity considerations, opened, used, tested, altered, or unsealed skincare, beauty, cosmetic, or personal-care products generally cannot be returned except when the product arrived damaged, defective, incorrect, or where otherwise required by applicable law.
Please contact us before sending any item back so we can review the request and provide return instructions.
For full details, please review our Refund and Returns Policy.
What should I do if my order arrives damaged, incomplete, or incorrect?
Please contact us within 48 hours of confirmed delivery at:
Include your order number, a description of the issue, and clear photographs of the product, shipping box, packaging, and shipping label when applicable.
Please keep all products, packaging, and shipping materials until we have reviewed the issue.
Depending on the circumstances, we may provide a replacement, refund, partial refund, or another appropriate resolution.
Can I cancel or change my order?
Please contact us as soon as possible at:
We will make reasonable efforts to cancel or update an order that has not yet entered processing, fulfillment, or shipment.
Once an order has been fulfilled or shipped, changes or cancellations generally cannot be guaranteed and the order may instead need to follow our return procedures.
My package says “Delivered,” but I cannot find it. What should I do?
First, please check your mailbox, front door, parcel locker, front desk, household members, neighbors, and any delivery photograph or notice provided by the carrier.
You should also contact the shipping carrier for additional delivery information.
If the package still cannot be located, contact us promptly at:
We will assist with reviewing available order and tracking information.
A carrier investigation or additional supporting documentation may be required.
Do I need an account to place an order?
No. Customers may check out as a guest without creating an account.
Customers may also create an optional account to help manage account information and order history.
Are Lumovia Lab and the brands sold on the website affiliated?
Lumovia Lab is an independent online retailer operated by Gotrays Gavin LLC, a Nevada limited liability company.
Unless expressly stated otherwise, Lumovia Lab and Gotrays Gavin LLC are not affiliated with, sponsored by, endorsed by, or officially authorized by the manufacturers or trademark owners of third-party brands offered on this website.
Third-party brand names and trademarks remain the property of their respective owners.
For more information, please review our Legal Notice.
Can Lumovia Lab provide medical or skincare treatment advice?
We can assist with general product information available to us, including product descriptions, packaging information, ingredients, and manufacturer-provided instructions.
However, Lumovia Lab does not provide medical diagnosis or individualized medical advice.
If you have a medical condition, known allergy, medication interaction concern, are pregnant or nursing, or have another health-related question, please consult an appropriately qualified healthcare professional before using a product when appropriate.
Always review the actual product packaging, ingredient list, directions, warnings, and precautions before use.
How do I contact customer support?
Please email us at:
We generally respond within 1–2 business days, Monday through Friday, excluding U.S. federal holidays.
For faster help with an existing order, please include your order number and the email address used at checkout.