Shipping policy

SHIPPING POLICY

At Lunivo, every order includes free tracked shipping. No minimums, no exceptions. Here's everything you need to know about how we get your Neck Reset+ to your door.

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1. Order Processing

All orders are processed within 1–2 business days after payment is confirmed. Orders placed on weekends or public holidays are processed on the next business day.

You will receive a shipping confirmation email with your tracking number as soon as your order leaves our facility. If you don't see it within 3 business days of ordering, check your spam folder first — then reach out to us at info@shoplunivo.com and we'll sort it out.

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2. Estimated Delivery Times

These are estimates, not guarantees. Occasional delays caused by customs processing, weather events, or high carrier volume are outside our control. If your order hasn't arrived within the upper end of your estimated window, contact us immediately and we will investigate on your behalf.

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3. Tracking Your Order

Every single order ships with full tracking included at no extra cost. Once your order ships you will receive an email containing:

• Your tracking number
• A direct link to track your package in real time

If your tracking number isn't showing movement within 5 business days of receiving it, this is normal — tracking sometimes takes a few days to update after the initial scan. If there is still no movement after 7 business days, contact us at info@shoplunivo.com and we will open an investigation with the carrier right away.

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4. Customs, Duties & Import Taxes

For international orders, your package may be subject to customs fees, import duties, or taxes upon arrival in your country. These charges are determined by your local customs authority and are entirely outside our control.

Customs fees are the responsibility of the customer. We recommend checking your country's import regulations before placing an order if you are concerned about additional charges. We are unable to refund original shipping costs in cases where a package is refused due to unpaid customs fees.

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5. Incorrect Shipping Address

Please double-check your shipping address at checkout before placing your order. If you realize you've entered an incorrect address, email us immediately at info@shoplunivo.com with the subject line "ADDRESS CHANGE" and your order number.

We can only modify addresses within 12 hours of the order being placed. After that window your order may have already shipped and we cannot guarantee a change can be made. Lunivo is not responsible for orders delivered to an incorrectly entered address.

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6. Lost or Stolen Packages

If your tracking shows as delivered but you have not received your package, please take the following steps before contacting us:

1. Check around your property — packages are sometimes left in unexpected spots
2. Check with neighbors in case it was delivered next door
3. Wait 2 additional business days — carriers occasionally mark packages as delivered 1–2 days before they actually arrive

If your package is still missing after those steps, email us at info@shoplunivo.com with your order number and we will work directly with the carrier to locate your package or arrange a resolution.

Please note: Lunivo is not responsible for packages confirmed as delivered that are subsequently stolen. However we will always do everything we can to help you reach a fair outcome.

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7. Damaged in Transit

If your order arrives visibly damaged, please do the following:

1. Take a photo of the outer packaging and the damaged item before opening fully
2. Email info@shoplunivo.com within 7 days of delivery with your order number and photos

We will send a replacement immediately at no additional cost. No need to return the damaged item.

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8. Still Have Questions?

We're real people and we're here to help.

📧 info@shoplunivo.com 🕐 Monday – Friday