Order Fulfillment

From The Time You Place Your Order - It Takes Our Team Anywhere From 1-3 Business Days Before It Is Shipped Out - During This Time You May:

  • Ask For An Address/Information Change

  • Cancel Your Order For a Full Refund

  • Change an Incorrectly Chosen Plug Type

Once Your Order Has Been Shipped - You Will Receive an Email or SMS Message Updating You Of The Status - as Well as a Tracking Number.

**Please Allow 2-3 Business Days For Tracking Information To Be Fully Populated & Displayed**


Now That Your Order Has Been Shipped - You Can Expect Your Package To Arrive Within 6-10 Business Days Depending On The Distance The Package Has To Travel From Our Los Angeles Warehouse For US Orders. Currently For International Orders We Ship From Our Overseas Manufacturer's Warehouse In Asia - Which Can Take 10-25 Days To Be Delivered - Also Dependent On Your Distance. During The Process Of Shipment We Do Not & Can Not:

  • Offer Refunds or Cancellations

  • Make Changes To An Address or Information

  • Re-Ship Your Order

Delivery & Returns

During The Delivery Process Luminescence Will Not Be Held Liable For

  • Stolen/Missing Packages

  • Damaged Products (By Consumer or Post Office)

  • Any Shipping/Return Fees During a Refund Process

Should You Run Into ANY ISSUES During The Delivery Process Here Are The Steps You Can Follow:

For Defective Products You Will Be Asked To Contact Us At: support@luminescenceofficial.com

Please Title The Subject Of Your Email "Defective/Damaged Order: #LXXXXX" and attach the required image/video as well as a detailing of your defective item to be eligible for a replacement. If you are eligible for a replacement - please sit tight as we get your product ready for reshipment and will provide you with an updated tracking # within 2-4 business days.

**Our 90-Day Warranty Is Valid For 90 Days After Your Delivery Date - Should Any Technical Issue Happen To The Mask During The 90 Days Send Us An Email Following The Steps Above & We Can Offer You a Reshipment. Once the 90-Days Are Up We Cannot Offer a Reshipment**

For Refunds - You have a 30-Day Window After Delivery In Which You Can Return Your Product. To Be Eligible For a Return & Refund We Require You:

  • Send us an Email Titled "Return & Refund Order: LXXXXX"

  • Provide Us Your Tracking # Used To Return Your Item To The Following Location:

    1175 Branham Lane, #18941, San Jose, CA, 95118

After We Have Received Your E-mail With The Tracking # Required We Can Begin Your Refund Process & Will Take 1-3 Business Days To Re-Populate Into Your Bank