FAQ

Ordering

How do I place an order?

Placing an order is simple. Browse our online store at your leisure. When you want to purchase an item, place it in your cart. Once you’ve made your choice, go to the checkout.

Can I buy Lune products at a retail store?

Lune Wellness products are exclusively available online through our website.

What if I have trouble placing an order?

If you’re having trouble with ordering or making an e-transfer, please contact us at payments@lunewellness.ca.

What are your hours?

Orders can be placed any time of the day, any day of the year. Orders placed on a weekend or BC statutory holiday will be processed the next business day.

Payment

What payment methods are accepted?

E-transfer (EMT) is the only payment option at this time.

Where do I send my payment?

Please send etransfers to payments@lunewellness.ca

How do I send an e-transfer?

Sign in to your online banking account. Somewhere on the first page is a menu with a link called etransfer Funds, or something to that effect.

Next, add Lune Wellness as a recipient. Enter payments@lunewellness.ca as the email address. The bank/credit union might ask for a phone number but a phone number is only for etransfers sent to a mobile phone, which doesn’t apply in this instance.

Then select  Send an etransfer and fill out the appropriate information.

Make sure payments@lunewellness.ca is spelled correctly. If not, we won’t receive the transfer. If correct, the e-transfer will be automatically deposited into our account (no need for a security question).

When is payment due?

Payment is due at the time the order is placed.

Packaging

How will my order be packaged?

We use unmarked packaging and your order will be discreetly packaged to protect your privacy.

Is Lune packaging environmentally friendly?

Lune is making every effort to be eco-friendly. Most of our packaging and shipping materials (including our padded envelopes) are recyclable at most facilities.

Shipping

Where do you ship to?

Lune ships to any destination in Canada that has a postal address. Lune does not ship to foreign destinations.

When will my order be shipped?

Orders received before noon Pacific Time Monday through Thursday are typically shipped the same day. Orders received after noon Pacific Time will ship the next business day.

Orders received over the weekend or on a statutory holiday will ship the next business day.

How will my order be shipped?

Shipping is via a reliable Canadian shipper that serves all Canadian destinations.

How long will it take to get my order?

Please note that Lune always chooses the shipping option that provides the fastest service to the customer.

Shipments to major cities within BC are usually overnight. Shipments to other major Canadian cities are usually 2-3 business days.

How much will I be charged for shipping?

Lune offers free shipping on orders over $100, not including taxes.

All other orders are charged a flat fee as follows: $10 to all destinations west of the Manitoba/Ontario border. $15 to all destinations east of the Manitoba/Ontario border.

Will I receive a tracking number?

Once an order has shipped, a tracking number will be sent to the email address provided by the customer.

What if my order is lost or damaged?

Lune will replace lost shipments once the loss is confirmed by the shipper.

If the product is damaged, Lune will replace the product and ask for the damaged product to be returned. Lune will cover return costs.

What if my order is delivered to the wrong address?

Lune will take responsibility for any shipment that is misdirected because of an error by Lune and will make every reasonable effort to rectify the mistake.

Customers should note that the misdirection of shipments by the shipper, can and does occur. These events are not within Lune’s control. Lune will however, if notified by a customer that a shipment has not been received in a timely way, help resolve the matter.

Lune is not responsible for orders shipped to the wrong address as a result of an error in the address provided by the customer. Please ensure the shipping address is entered correctly.

Will the shipper leave my parcel at the door if I’m not home?

Yes. Your parcel will be left at the door if you are not home, unless you instruct Lune otherwise. Please let us know if you don’t want your parcel left at the door, or if you require a signature upon delivery.

Changing an Order

Can I edit or cancel my order?

If you would like to edit or cancel your order before it is shipped, please email info@lunewellness.ca with your request.

Returns

Can I return a product?

Lune will accept return of unopened products, and will refund the purchase price of the product (including tax, but not including the shipping costs).

Wrong Products Received

What if a product I ordered is not the one I received?

In the event the incorrect product(s) was shipped, Lune will ship the correct product at Lune’s cost.

Lune reserves the right to request return of any product(s) shipped in error. In the event that Lune requests a product to be returned, a pre-printed shipping label will be sent to the customer and if necessary, a return shipping package.

Dosing

What product is best for me? How much should I use? How often should I use it?

For information on what product to choose, go to our Blog post here to learn more.
For information on dosing for humans or pets, read more on our Dosing Guidelines.