Frequently Asked Questions

When will my items be shipped?

We request 2-4 business days for shipping.  We ship as soon as possible, but unforeseen circumstances may cause delays. We are excited to prepare, package, and ship your items! We will contact you if any delays occur.

Shipping times are calculated with business days, which are Monday-Friday, not including holidays. If you haven’t received your item within 2 weeks (US) or 4 weeks (International), please contact customersupport@lunabranch.com.

Where are my items shipping from?

All items will be shipped from Oklahoma, USA.

How will my items be shipped?

Items are normally shipped out by USPS or UPS, but may be shipped via another carrier. We do not deliver to P.O. Boxes, so keep that in mind when entering your shipping information.

How is the shipping cost calculated for my order?

Shipping has a flat rate of $5.99 for US orders. Shipping in the US for orders over $100 is FREE with the code: FREESHIPUS100

Do you ship internationally?

Yes! International Shipping is available at a flat rate of $24.99 for shipments weighing 2lb (.9kg) or less. We cannot currently ship orders internationally that weigh more than 2 lbs (.9kg). Please review the weights in the item descriptions to determine your total order weight.

*Additional international customs or duties may apply to orders and are to be paid by the recipient. 

Can I make a change to, or cancel, my order?

Once an order has been submitted, we can not make any changes. We are not able to change any part of your order including the address. We are not able to cancel an order once it has been placed. Be sure to double and triple-check your items, quantities, and shipping info before hitting submit.

What if my package is returned to the seller as undeliverable?

Any packages returned to the sellers that are labeled by the shipping carrier as undeliverable will be refunded when returned to the seller. Refunds will be issued to the payment method used for that specific order unless the package is returned after the package is 40 days old. Packages older than 25 days will be refunded as store credit.

Why isn't my order going through?

First, make sure that all of the items that are in your cart are still available on the site. If an item that is in your cart has already sold out or has been removed from the site, the order will not process. You can hit remove to delete those unavailable items from your cart.

If you are receiving an AVS error when trying to check out, that means that the billing information, or CVV number on the back of your card, that you have entered during check out does not match the billing address that your bank or cardholder has on file for that card. Also please verify your zip code.

Be sure to use an up-to-date browser when looking at the site, like Google Chrome.

*International Customers* Please check the weight of your order. We do not currently ship international orders over 2lbs (.9kg). If your order weighs more than this, you will not be able to complete the order. See item descriptions to calculate the weight (add all item weights together for your total order weight).

If you continue to have issues placing an order, please contact us at customersupport@lunabranch.com.

Can I return my order?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact us at customersupport@lunabranch.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at customersupport@lunabranch.com.

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

What do I do if the item I received is damaged or defective?

If your product arrives damaged or defective, please contact us as soon as possible so we can resolve the problem quickly. We ask that you send your order number, and a picture of the issue. This will help with quality control, and prevent the same situation in the future. Please contact us within 14 days of the purchase of your order so that we can evaluate the issue and make it right.

Last updated: 12/31/2023