Shipping Protection

LOUNA Shipping Protection

Optional add-on price: $4.99 per eligible order.

LOUNA Shipping Protection is an optional store service designed to provide additional assistance if an eligible shipment is lost in transit, arrives with shipping-related damage, or is confirmed as stolen after carrier delivery. It is not represented as third-party insurance.

What may be covered

  • Packages that are confirmed lost in transit by the carrier or that show no meaningful tracking progress for an extended period after the expected delivery window.
  • Items that arrive materially damaged due to shipping or carrier handling.
  • Packages marked delivered by the carrier that the customer reports as stolen, subject to reasonable verification.

What is not covered

  • Incorrect or incomplete shipping addresses entered by the customer.
  • Orders redirected, forwarded, refused, or returned because of customer action or failure to receive the shipment.
  • Cosmetic packaging wear that does not affect the product.
  • Damage caused after delivery, misuse, normal wear, product defects unrelated to shipping, or buyer's remorse.
  • Customs delays, carrier delays, weather delays, or other late deliveries where the package remains in transit.
  • Claims involving fraud, abuse, misrepresentation, or repeated suspicious activity.

How to make a claim

Contact LOUNA through the Contact page as soon as reasonably possible after discovering the issue. Include your order number, a description of what happened, and any supporting information reasonably requested, such as photos of damage, packaging, tracking details, or confirmation that you checked the delivery location.

Claim timing

For damaged deliveries, please contact us within 7 days of delivery. For packages marked delivered but reported missing, please contact us within 7 days of the carrier's delivery scan. For shipments that appear lost in transit, contact us after the estimated delivery window has passed and tracking indicates a meaningful delay.

Resolution

For an approved claim, LOUNA may provide a replacement, store credit, or refund for the protected merchandise, depending on availability and the circumstances of the claim. Shipping Protection fees themselves are generally non-refundable once the associated order has shipped, except where required by law.

One protection purchase per order

Shipping Protection applies only to the order for which it was purchased and cannot be transferred to another order.

Relationship to carrier claims and legal rights

We may ask you to cooperate with reasonable carrier investigations or documentation. Shipping Protection does not limit any rights or remedies you may have under applicable consumer-protection law.

Changes

The Shipping Protection terms in effect when you purchase the add-on apply to that order.