We require 3-5 business days (excluding holidays and weekends) for processing supplies and starter kits orders. For large equipment (scalp sink and scalp massage bed), delivery is 7-10 days.
Delivery estimates are based on two factors: order processing time and time in transit. Items in stock will be shipped once the item is located, your payment is confirmed, and the shipping address is verified. For most orders, this process begins once your online order has been submitted. Depending on the time of day you place your order, the order process might not start until the following business day. Business days are Monday-Friday, excluding United States federal holidays. During peak periods, you may experience longer-than-average order processing time due to holiday shipping delays.
Customers must inspect items upon delivery and note any visible damage directly with the carrier at the time of delivery. For any additional damage, missing items, or defects, customers must report the issue within 5 days of delivery. All claims must include photos and detailed descriptions to be considered.
Our responsibility for loss or damage to your order ends once it reaches the shipping address safely. If you receive damaged equipment, you should refuse the delivery immediately and document the damage with the delivery carrier. Replacements or repairs will be arranged promptly once proof of damage is submitted within the 5-day window.
Items shipped from the United States into Canada, Mexico, and the United Kingdom may require additional delivery time because of increased security at border crossing points.
Shipping & handling charges — which include taxes, duties, and brokerage fees where applicable — will automatically be added to your total during checkout.
We only issue refunds if the error is on our part (e.g., if we ship to an incorrect mailing address other than what you provided). If we ship to the correct mailing address and the status is reflected as delivered, we do not issue refunds or acknowledge disputes.
We are not liable for claims of non-delivery due to errors by the shipping company. However, we may assist with initiating claims for lost shipments. Please note that we do not cover items verified by the shipping agent as "delivered".
Large equipment, including scalp massage beds and sinks, may be shipped through third-party LTL freight carriers. Freight delivery is curbside or front-door delivery unless otherwise stated in writing. Customers are responsible for moving equipment inside after delivery.
The customer or an authorized representative must be available to inspect the shipment at delivery. Any visible damage to the crate, packaging, pallet, or equipment should be photographed and noted on the carrier's delivery receipt before signing. If equipment appears severely damaged, the customer should contact Luxe Beauty & Body Co. immediately before accepting the shipment whenever reasonably possible.
Concealed damage, missing components, or other shipping-related issues must be reported to Luxe Beauty & Body Co. within 5 calendar days of delivery. Reports must include the order number, photographs of the equipment and packaging, a description of the issue, and, when requested, video demonstrating any claimed functional or mechanical problem.
LTL freight shipments are transported by independent third-party carriers and may be subject to the carrier's applicable tariff, bill of lading, liability limitations, and claims procedures. A carrier's liability for freight loss or damage may be calculated according to shipment weight, freight classification, or other applicable carrier terms and may be less than the retail purchase price of the equipment.
When appropriate, Luxe Beauty & Body Co. may submit or assist with a freight damage claim using the documentation provided by the customer. Submission of a claim does not guarantee that the carrier will approve the claim or reimburse the full retail value of the merchandise.
Reporting freight damage does not automatically entitle the customer to a full refund or replacement of the entire product. Luxe will evaluate the nature and extent of the documented damage, including whether the damage is cosmetic, repairable, affects individual components, or renders the equipment nonfunctional.
Depending on the circumstances and subject to applicable law, Luxe may address a verified freight-damage claim through repair, replacement of damaged or missing components, replacement of the equipment, carrier-approved claim proceeds, or another appropriate remedy determined after review of the documented damage.
Cosmetic damage that does not materially affect the safe operation or intended functionality of the equipment does not automatically qualify the equipment for full replacement or a full purchase-price refund.
Customers must not discard, dispose of, alter, repair, return, or ship damaged equipment without written instructions from Luxe. An unauthorized return may not be accepted.
Nothing in this policy limits any rights or remedies that cannot legally be waived under applicable law.