FAQ
Orders and Payments
Q: When is my payment charged?
A: Your credit card is charged at the time you place your order.
Q: How do I cancel or change my order?
A: Contact us within 2 hours of placing your order at info@minolume.com. After 2 hours, we cannot guarantee changes, but you may return items within 30 days.
Q: What payment methods do you accept?
A: Visa, Mastercard, American Express, Discover, and Diners Club.
Shipping and Delivery
Q: How much is shipping?
A: Free shipping on orders totaling $50.00 and above. Flat rate $5 for orders totaling $49.99 and below.
Q: How long does delivery take?
A: Processing (handling) takes 1-2 business days. Delivery (transit) takes 3-5 business days after processing. Total: 4-7 business days.
Q: Where do you ship?
A: We ship to all 50 United States and Washington, D.C. We do not ship to P.O. Boxes, APO, FPO, or DPO addresses.
Q: What are your business days?
A: Business days are Monday through Friday, excluding US federal holidays.
Q: What if my package is lost?
A: If your package is lost in transit, we will immediately initiate a claim with the carrier. Carrier investigations typically require 5-7 business days. We will keep you updated and ensure you receive a replacement or full refund once confirmed.
Q: Tracking shows "Delivered" but I did not get it?
A: Contact us within 3 business days. We will promptly initiate a carrier investigation.
Returns and Refunds
Q: How long do I have to return an item?
A: 30 calendar days from delivery.
Q: Can I test my lamp before deciding to return it?
A: Yes. Lamps may be gently tested indoors to check fit and lighting. Items must be in like-new condition with all original packaging.
Q: Who pays for return shipping?
A: MinoLume does. Return Shipping Fee: $0.00 fully covered via a prepaid label. Return transit time to our facility is typically 2-7 business days via USPS or UPS ground shipping.
Q: How do I get my return label?
A: Once approved, a prepaid shipping label will be sent to your email. You can download and print it directly.
Q: Are sale items returnable?
A: Standard sale, promotional, or discounted items are fully eligible for our 30-day free return policy. Only items marked "Final Sale - Non-Returnable" are excluded.
Q: Where do I send returns?
A: MinoLume Returns, 6120 61st Ave SE, Lacey, WA 98513, United States.
Q: How long until I get my refund?
A: We process refunds within 2 business days of return delivery. Your bank may take 5-10 business days to post.
Customer Support
Q: How quickly do you respond to emails?
A: Responses are provided within 1 business day during standard service hours (Monday-Friday, 9AM-5PM PT).
Contact Information
Email: info@minolume.com
Phone: +1 (360) 521-7064
Address: 6120 61st Ave SE, Lacey, WA 98513, United States
Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (PT)