Questions & Answers
We are here to help
ORDER PROCESSING & SHIPPING
40Q: What shipping options do you offer?
A:We provide three shipping methods:
-Standard Shipping: $40
-Expedited Shipping: $60
The applicable shipping fee will be clearly displayed during checkout based on your selections.
Q: How long does international shipping take?
A: While our carriers generally deliver within 5-8 business days to most international destinations, please note that LuxBio cannot guarantee specific delivery timelines. Transit times can be affected by factors beyond our control, including customs processing, local postal services, weather conditions, and regional holidays.
Q: When will my order ship?
A: Orders are typically processed and shipped within 1-2 business days after payment confirmation. You will receive a shipping confirmation email with tracking information once your order leaves our facility.
INTERNATIONAL CUSTOMS & DUTIES
Q: Does LuxBio handle customs clearance for my country?
A: LuxBio is responsible for all export procedures and associated export taxes from our origin. However, customs clearance upon arrival in your country and the payment of any applicable import duties or taxes are the responsibility of the buyer. LuxBio does not provide customs brokerage services.
Q: Will I have to pay import taxes or duties?
A: Import duties and taxes are determined solely by your local customs authorities based on their regulations and the value of your order. LuxBio covers all export-related taxes.
Good to know: Based on our extensive shipping experience, approximately 80% of orders are delivered without any additional import charges being levied by the destination country. However, the potential for charges exists and is the customer's responsibility if assessed.
Q: What happens if my package is inspected or held by customs?
A: Customs inspections are a normal part of international shipping. Here's what you need to know:
Inspection Delays: If your package is selected for inspection, please allow additional time for clearance. Most packages clear within a reasonable timeframe. Patience is appreciated during this process.
Seizure by Customs: In the unfortunate event that your local customs authorities seize the package and do not release it (due to prohibited items, missing documentation on their side, or other local restrictions), LuxBio cannot issue a refund or reship the order.
Package Returned by Customs: If customs rejects the package and returns it to LuxBio, we will process a refund for the value of the products only, minus the original shipping costs incurred. We will notify you if this occurs.
PAYMENT & SECURITY
Q: Is my payment information secure?
A: Absolutely. LuxBio uses industry-standard SSL encryption and partners with secure, trusted payment gateways to ensure all your financial information is protected. We do not store your full credit card details on our servers.
RETURNS & REFUNDS
Q: What is your return policy?
A: Due to the specialized nature of medical beauty products and international shipping regulations, we generally do not accept returns for reasons of change of mind. We carefully package all items to ensure they arrive in perfect condition. Please refer to our dedicated Returns Policy page for detailed information on eligibility for returns or exchanges in case of damaged or incorrect items.
CONTACT & SUPPORT
Q: How can I contact LuxBio customer support?
A: Our dedicated support team is here to help! Please email us at [email protected] for any questions not covered in this FAQ or for assistance with your order. Or contact our WhatsApp +18062248556. We strive to respond to all inquiries within 24 business hours.
Q: Where can I find tracking information for my order?
A: Once your order has shipped, you will receive a shipping confirmation email containing your tracking number and a link to track your package's progress with the carrier.