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FAQS

Q. Do you accept custom orders? 
A.
Yes we do. We enjoy making custom orders and custom request to modify some of our current selections to your personal preference. Keep in mind when a custom order is made we communicate through the process with you via phone or email to send pictures of completed work before shipment. 

Q. Can customized products be returned?
A. Unfortunately customized items are one of kind and can not be refunded however in most circumstances we will work you to ensure you are happy by offering a discount on a replacement. 
Q. What type of material do you use to make some of your products?
A. Our customizable products are made with reclaimed wood. Like our boxes and signs. Shoot us an email if you would like further details. support@theluuacompany.com
Q. What currency are the prices do I see in the site?
A. All prices are in USD. To change the currency scroll to the bottom of the home page to see the currencies for countries we ship to.

Q. I just placed an order, when will it ship?
A. Please allow 24-48 hours production time for customized products for your order to ship out, average shipping times are 3-5 business days excluding holidays. All other products (depending on popularity) could take 5-7 days. 
Tracking numbers will be updated in most cases same day but typically 1-2 business days. If you don't have a tracking number after 3 business days please email us at support@theluuacompany.com


Q. I am not in love with my order, can it be returned? What if there is an issue?
We offer a 100 % money-back guarantee if the product is defective or damaged. (This 30 day guarantee excludes custom orders). We give you 30 days to send it back to us for a full refund. You must ship it back at your own expense, once we have received the product we will refund the full amount of your original purchase. Item must be in good condition other wise subject to partial refund. Please Include all a name and order number on the returned parcels.
Please note: If your package is on the way, you must wait for it to arrive and return it before receiving a refund.

Q. Can I cancel my order?
A. You are able to cancel your order with no penalty! You must cancel your order before it ships. If the item is already sent please use our easy return system to get a full refund or contact us and we will guide you through the process. 

Q. I have entered an incorrect address what do I do now?
A. If you have miss-spelled or auto-filled in an incorrect address, simply reply to your order confirmation email and confirm. Once you double-check if the address given is wrong kindly notify us via email at support@theluuacompany.com
If the given address is wrong we can change the address to the correct one within 24 hours. No refund will be given after the 24 hours of incorrect submission.

Q. How long does shipping take?
A. Shipping times vary as we do ship worldwide and is based on your location. The average shipping time in the U.S is typically 3-5 business days up to 1-week for custom orders. For international orders is is solely based on location.  You will be notified by email with tracking number after purchase with an estimated delivery date. Longer times if shipped from other than the US. Please understand that shipping delays have increased rapidly in the past 6 months so it is not uncommon to see shipping times to be extended by a few days. 


Q. I have a question that wasn't answered, can you please help?

A. Absolutely! Please send us an email to support@theluuacompany.com
and we will be happy to assist you in any way we can. We do receive a large number of emails, If you wish to get a prompt response please attach your order number and address the problem clearly. If no order number, no problem, just send over an email and our staff will answer all questions asap.