Visit our User Guide or FAQ for instant answers for most of your questions.
Send us an email (firstname.lastname@example.org) if that didn't cover it.
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US orders ship via USPS First Class mail, for free. We've found this service has an extremely high reliability rate and delivers packages within about 4 days across the US. A tracking number will be provide when your order ships.
International orders are shipped for a flat rate of US$12 ($6 to Canada). Luma orders tend to be below the size/value threshold for most customs agencies to impose duties and taxes, but if they are imposed, they are the sole responsibility of the buyer. International packages come with limited tracking, but you will be able to confirm your package has exited the US via an air hub.
In most cases, your order will ship within 3-5 business days. All Luma Labs products are assembled per-order. We try to stay lean and nimble like a ninja, so we can occasionally have components on-order that may delay your shipment by a day or two.
We provide a lifetime warranty on all of our products.
The legalese below is for common sense exceptions, but our policy is to repair or replace any of our products at very reasonable rates when they require repair for any reason. Yes, even that guy who torched his original Loop in a campfire.
The only exception to this warranty is the nylon webbing on our products - this is a component that will naturally wear out over time in any load-bearing strap application. Luma's standard webbing (a military specification product made by the fine folks at Tapecraft in Alabama) holds over 2000lb, so it takes a tremendous amount of wear and tear while still meeting our load specs. Furthermore, our products all make replacing the webbing easily done in the field.
OUR WARRANTY: If your product fails due to defects in material or workmanship, we’ll repair or replace it at no cost to you. Simply contact us by email at email@example.com to make arrangements. Repair or replacement due to accident, improper care, or negligence, will be performed at a reasonable charge. This warranty excludes all claims to any incidental or consequential loss to personal property such as camera equipment carried by our product, the implied warranties of merchantability and fitness for a particular purpose, and any other implied warranties.
Some states, provinces and countries do not allow the exclusion or limitation of incidental or consequential damages, so these limitations or exclusions may not apply to you. Our guarantee gives you specific legal rights and you may have other rights which vary from state to state.
If you are not fully satisfied with your product, you may return it within 30 days for a full refund (less shipping fees), no questions asked. Items should be returned in their original product packaging and tracking needs to be provided to us. Contact us by email at firstname.lastname@example.org to arrange your return. You should expect to receive your refund within four weeks, but in most cases you should receive your refund more quickly—usually within 2 days of when we receive the return shipment.