Shipping policy

1. Service Coverage

Lutrionel (hereinafter referred to as the “Platform,” “we,” or “us”) currently provides shipping services within the United States only.

International shipping or cross-border order processing is not supported at this time. All orders must include a valid delivery address within the United States.

2. Shipping Fees and Calculation

Shipping fees are automatically calculated at checkout based on the order amount, as follows:

• Orders below $86.88: a flat shipping fee of $88.88 will be charged

• Orders of $86.88 or more: free shipping is available

Shipping costs will be clearly displayed before payment. By placing an order, you agree to the applicable shipping fees.

3. Order Processing Time

All orders are processed based on Eastern Standard Time (EST), with a daily cutoff time of 6:00 PM:

• Orders paid before 6:00 PM will be processed on the same day

• Orders paid after 6:00 PM will be processed on the next business day

• Orders placed on weekends or U.S. public holidays will be processed on the next business day

4. Order Preparation and Handling Time

Once confirmed, orders enter the internal processing stage, including verification, picking, and packaging:

• Standard processing time: 1–3 business days

• Delays may occur during peak periods or due to inventory adjustments

After processing is completed, the order will be handed over to the logistics provider for shipment.

5. Shipping Time and Estimated Delivery

After dispatch, orders enter the transit stage with the following estimated delivery timeframe:

• Estimated delivery time: 5–10 business days

Actual delivery time may vary depending on:

• Delivery location

• Carrier operations

• Weather conditions, holidays, or force majeure events

6. Shipping Carriers

To ensure reliable delivery, we may use the following carriers or equivalent services:

• FedEx

• UPS

• DHL Express

• Other domestic and international logistics partners

The actual carrier will be specified in the shipping confirmation.

7. Order Tracking

Once your order has been shipped, you will receive an email containing:

• Order number

• Tracking number

• Tracking link or instructions

You may also track your order through the “Order Tracking” page on our website by entering the required information.

8. Risks and Limitations

Certain situations during shipping may be beyond our control. Our handling principles are as follows:

• In case of lost or damaged packages, an investigation will be initiated and a reasonable solution will be provided

• Once an order has entered the shipping stage, cancellation or modification requests may not be possible

• Delivery failures caused by incorrect or incomplete address information provided by the customer are the customer’s responsibility

9. Delivery Inspection

We recommend that customers inspect the package upon delivery:

• Check whether the outer packaging is intact

• Look for any signs of damage or tampering

• Verify that the quantity and contents are correct

If any issues are found, please contact customer support as soon as possible and provide relevant evidence to facilitate after-sales processing.

10. Customer Support

Address: 12350 E 137TH ST S, BROKEN ARROW, OK 74011-7631, United States
Phone: (917) 882-9243
Email: support@lutrionel.com
Support Hours: Monday to Friday, 9:00 AM – 6:00 PM (EST)