Help center

Frequently asked questions

  • Return and refund
What is the return policy of the online store?

You have the right to return your order within 30 days of receipt. Please contact our customer service at support@luminorarc.com to arrange the return within this period.

The cost of returning products is borne by the customer, unless the product is defective. If the item is defective, we will refund the return shipping costs.
How long does it take to process my refund?

After receiving and inspecting the returned products, we aim to process the refund within 7 business days. You will receive a confirmation once the process is completed.
My item arrived damaged

If your item arrives damaged, contact us at support@luminorarc.com within 48 hours of receipt. The cost of returning products is the customer’s responsibility unless the product is defective. For damaged items, we will first send a replacement. If the replacement also arrives damaged, you will receive a refund upon returning the product.
Are there any fees associated with returning products?

Yes, the cost of returning products is borne by the customer, unless the product is defective. In this case, we will provide a prepaid return label and we will reimburse the return shipping costs. For more details, please consult our Return Policy on our site.
What are the conditions for returning a product?
  • The product must be unused and returned in its original condition with all accessories.
  • Returns must include the original packaging.
  • Products damaged beyond necessary testing may result in a reduction in the refund amount.

  • Shipping and Delivery
What is the shipping fee for orders within USA/Canada?

We offer free shipping on all orders within USA/Canada.
What time is the order cut-off for processing?

Orders placed before 10PM (EST) will begin processing the next day.
What should I do if I need to change my delivery address?

Please contact our customer service at support@luminorarc.com as soon as possible. We will do our best to accommodate changes, but we cannot guarantee them if the order has already been processed.
What happens if my package is undeliverable?

Initial Delivery Attempt: Our shipping partner (DHL or UPS) will attempt delivery to the provided address. Ensure your address is accurate during checkout. If the address is incorrect it will be delivered to a nearby pickup point.

Delivery Failure Possible reasons:

  • Incorrect address
  • Refusal of delivery
  • Failure to collect at a pickup point

You will be notified by the shipping partner if delivery fails.

Return to Sender: If the package cannot be delivered after attempts, it will be returned to Misterlamp Toronto.
Fees Incurred Return and reshipping fees apply if the delivery failure is due to customer error.
These do not apply if the issue is caused by us.

Resolution Options Reship: Provide a correct address and pay any reshipping fees.

Refund: If reshipping isn’t feasible, request a refund after the returned package is received.

Final Confirmation: You will receive confirmation of reshipment or refund processing within 7 business days
Do you ship internationally?

We do not support international shipping originally, however on request we can send packages to other countries, contact us on our Contact Page with the product you would like to order and the country you would like to ship it to.
How long does it take to receive my order within USA/Canada?

The total shipping time for orders within USA and Canada is 6-10 business days, which includes:

Processing Time: 1-2 business day

Delivery Time: 5 to 7 business days
Will I receive tracking information for my order?

Yes, once your order has been shipped, you will receive a shipping confirmation email with a tracking number within 1 to 2 business days after the order is placed.
You can track your order using this number on our Track your Order page .

  • Payment
What payment methods do you accept?

We accept the following credit and debit cards:

○ Visa
○ MasterCard
○ Maestro
○ Amex / American Express
Is my payment information secure?

Yes, all transactions are encrypted to ensure the security of your sensitive information. You can read more about this in our Privacy Policy.
What happens if my card transaction is approved?

If your card transaction is approved:

  • The payment amount will be reserved immediately.
  • You will receive an order confirmation email at the email address provided.

  • Privacy and data protection
Do you use cookies?

To improve site functionality and user experience, we use cookies. These small text files are stored on your device to help improve navigation and perform essential functions such as maintaining shopping cart contents between sessions. Cookies are also used for analytical purposes to collect information about website usage.

  • Session cookies: These are temporary and are deleted when you close your browser.
  • Persistent cookies: These remain on your device to recognize your browser on subsequent visits, facilitating navigation and personalized settings.

You can manage cookie preferences directly through your browser settings. Here's how to configure cookie settings across multiple browsers:

Please note that disabling cookies may limit your ability to effectively use certain features of our website.
What data is collected when I visit the website?

When you visit our website for informational purposes without registering or submitting data, we collect data sent by your browser to our server (server log files), including:

  • Visited pages
  • Date and time of access
  • Volume of data sent in bytes
  • Referrer URL
  • Browser type and version
  • Operating system
  • IP address (potentially anonymized)
How can I manage or reject cookies?

You can manage cookies through your browser’s settings. Links to guides for different browsers are provided in the full Privacy Policy under the "Cookies" section. When you first visit the site, you can decline cookies through the popup banner. If you have already approved cookies but wish to remove them later, you can use your browser’s settings to delete or block cookies. Please note that rejecting cookies may limit certain features and functionality of the website.

Here are instructions for specific browsers and how to remove cookies using them:
Who is responsible for data collection?

The data processor responsible for data collection is:

Company Name:Dastan LLC
RegisteredAddress:1000 Chase Ave, Elk Grove Village, IL, 60007
Email Address:support@luminorarc.com