Shipping policy

Shipping Policy
Effective Date: 1/1/2023
Last Updated: 2/21/2025

IMPORTANT: All Sales Are Final – No Returns, Cancellations, or Order Modifications Accepted

Orders are typically shipped within 2 business days of placing. During sales and promotional drops, please expect delays in processing time. Note: International shipping is not included in shipping estimates.

Please note that on high volume weekends, it's possible that we may batch print shipping labels and fulfill orders over the course of several days, which leaves a gap in tracking from when your shipping label is printed to when it is scanned in at the post office. This is normal and part of our process to maximize efficiency, so please don't be alarmed if your tracking doesn't update right away after you get the initial shipping notification.

Shipping & Claims

• Once an order leaves our warehouse, we aren’t responsible for lost, broken, or damaged items.
• All items must be insured through Route at checkout for coverage. If you do not select this option at checkout, you will not be able to replace damaged or lost items.
• What does this mean for you, as a consumer?

• • All lost and damaged orders will be handled directly via route for reimbursement.  File a claim with route here: https://claims.route.com/
  • If you are worried about lost, stolen, or damaged items, please be mindful of your options at check out and make sure Route shipping insurance is turned on. If you prefer to live life on the edge, don’t choose this option, but know that it is a gamble as we will not be able to replace damaged or lost items.

Buyer Responsibilities

• If you do not select Route as an insurance option:

• • If your item was shipped priority, you will have $50 of insurance automatically included via USPS.  This will be handled directly through them. Click here to file a claim with USPS.
  • USPS policy states that you save your entire damaged package, including the box/envelope, packaging, broken item, etc and bring it to USPS upon request for inspection. If you get a damaged item and throw away anything before you make a claim, you will not be reimbursed by USPS, so save everything. Click here to file a claim with USPS.
  • If your package says delivered and is not with your mailbox, check with your postman (or woman) and file a missing mail search with USPS to alert them that your package is missing.

• • SubLuna customer service is not available to troubleshoot any issue with USPS insurance, the consumer is responsible for contacting USPS and filing a claim on their own time, as they declined the insurance option provided at checkout.
    
    If your package is returned or delivered to the wrong address because you entered the wrong address at checkout, you are responsible for paying a second shipping fee to get it to your house. We will not be refunding any orders if you entered the wrong address and do not want to pay shipping a second time to get your order.

International Orders

• International orders may be subject to customs duties and taxes imposed by the destination country and vary from country to country.
• We are not responsible for these charges. We cannot predict or control these charges, and we do not cover any additional charges imposed by customs or government authorities.
• SubLuna customer service is not available to help facilitate any communication between the customer and their country's customs department. Once the package has left the United States and is in possession of the customer's country's Customs department, it is the customer's responsibility to contact their custom's department to determine what is needed in order to release their package.
• If you refuse a shipment due to duties or taxes, you are responsible for the original shipping charges, any duties, taxes, and/or customs charges that are incurred on the package, and the cost of returning the package to us and in alignment with our refund policy, SubLuna will not refund any of these orders.
• We recommend contacting your local customs office for more information on duties, taxes, and customs regulations before placing your order.

Order Issues

• For any order mistakes, including missing or incorrect items, please contact us in a timely manner. Items will not be replaced if contacted later than two weeks after shipping date or if the product has been used.

• Please note that delays in communication might result in inventory changes, and we cannot be held responsible if the item sells out before the issue is resolved.