Frequently asked questions

We’ll email tracking information after your order ships. Use the carrier link in that email for the latest updates.

Contact support@luvana.com as soon as possible. We cannot guarantee changes or cancellation after processing begins, and shipped orders cannot be canceled.

Email support@luvana.com immediately with your order number and the correct address. If the order has already shipped, the carrier may not allow a change.

If an address is incorrect, incomplete or undeliverable, we can reship after a new shipping fee is paid. Original shipping and carrier return fees are non-refundable. You may instead request a refund minus those costs.

Check around the delivery area, ask household members or neighbors and contact the carrier with your tracking number. The store policy states that Luvana is not responsible after a carrier marks a package delivered.

Orders are processed in 1–3 business days, excluding weekends and holidays. After processing, economy delivery to the U.S. mainland is estimated at 4–7 business days; priority is estimated at 2–4 business days. These are estimates, not guarantees.

Yes. Orders are packaged with privacy in mind, without identifying the intimate contents on the exterior.

The current shipping policy provides free standard shipping on orders of $50 or more within the continental United States. The rate shown at checkout is the final available rate for your address.

After the 1–3 business-day processing period, economy shipping is estimated at 4–10 business days and priority shipping at 3–5 business days. Choose priority when you need the faster available option.

Transit estimates are in business days. Sundays and postal holidays generally are not standard USPS transit days. An order placed Saturday still requires processing and does not imply Sunday or overnight delivery. Carrier cutoff times also matter.

Yes. Available carriers and rates appear at checkout based on the destination.

USPS First Class International is estimated at 15–30 business days and may take longer in customs. USPS Priority is estimated at 6–10 business days, USPS Priority Express at 3–5, and UPS or FedEx international at 2–5 where offered. All estimates are non-guaranteed.

You may be responsible for customs duties, VAT, import taxes, brokerage or other destination-country fees. These are not included in the order total and are not controlled by Luvana.

USPS tracking can be limited after a package leaves the United States and transfers to the destination postal service or customs. Contact your local postal service or customs office with the tracking number. UPS and FedEx generally provide end-to-end tracking.

For hygiene and safety, intimate products and lingerie cannot be returned or exchanged after being opened, tried on or removed from their original sealed packaging. All sales are final once processed and shipped. Review product details and size information carefully before ordering.

Contact support@luvana.com within 30 days of the order being marked delivered. Include the order number, a short description, clear photos and a short video showing the issue when appropriate. The policy covers approved manufacturing defects, not misuse, accidental damage, water damage, improper care or normal wear.

The policy provides a replacement of the same item at no cost. If unavailable, Luvana may offer store credit or a comparable replacement. Replacement requests are limited to one replacement per item purchased.

Follow the care and cleaning instructions on the individual product page or packaging. Materials and electronic components differ, so one method is not appropriate for every item. Keep charging ports and non-waterproof components dry.

No. Water resistance varies by product. Check the individual product specifications before exposing an item to water.

Check the product description and specifications. If charging is required, fully charge the product before first use when instructed.

Available payment methods are displayed securely at checkout and can vary by device, market and eligibility. Use the options shown at checkout for your order.

Checkout and payment processing are handled through Shopify’s secure checkout. Luvana does not ask customers to send card details by email.

Email support@luvana.com or use the Contact Us form. Include your order number when asking about an existing order.

Share your order number, the email used at checkout and a clear description of what you need. For a product issue, include photos or video when appropriate.