EASY SHIPPING, SEAMLESS RETURNS
EFFECTIVE DATE: February 05, 2021
These Terms of Purchases and Refunds (“Terms of Purchase”) govern all purchases on the luffbrands.com website (the “Website”), which is provided by LUFF Enterprises LLC d/b/a LUFF Brands (“LUFF”, “us”, or the “Company”).
If you have any questions about these terms, please contact us at:
LUFF Enterprises LLC
5331 S Macadam Ave Ste 258-741
Portland, OR 97239
At LUFF Brands we work hard to process your order as quickly as possible. In some instances, processing time can take up to 72 hours. Please allow up to 72 hours to receive your package(s) tracking information.
The following shipping methods are available:
- Standard Shipping (3–7 business days)
- Priority Shipping (1-3 business days)
- International (Transit time determined by distance, foreign customs regulations & local laws)
Business days are defined as Monday through Friday 8 am-5 pm Pacific Standard Time. Note that business days do not include weekends or holidays and there is no weekend or holiday delivery for any shipping methods. Currently, we do not ship to U.S. Territories or APO/FPO.
Orders received on Friday after 9:00 AM (PST) will ship from our facility within 72 hours which will normally occur on Monday, unless it is a recognized US Post Office Holiday.
IMPORTANT: Please be advised that all suggested delivery times are estimated and NOT GUARANTEED. From time to time, we may offer free shipping for certain qualifying orders. Except in such cases, you will bear all shipping and handling charges. Except at the sole discretion of LUFF Brands or upon non-delivery due to LUFF Brands’ acts or omissions, all shipping and handling charges are NON-REFUNDABLE. For avoidance of doubt, LUFF Brands is not responsible for acts or omissions of any mail or postal carrier or service, or any other third party.
STANDARD SHIPPING (50 US STATES ONLY):
Orders shipped within the continental United States should arrive within 3-7 business days depending on delivery location. Orders shipped to Alaska and Hawaii may take an additional 2–3 days for delivery.
Priority Mail will be shipped using FedEx 2nd Day Air and will be processed on the same day if orders are placed by 11:00 AM (PST) on a business day. Orders shipped within the continental United States should arrive within 1 to 3 business days. Orders placed after 11:00 AM (PST) will be processed on the following business day, and should arrive within 3 business days. All orders must have a valid street address verifiable by FedEx to be delivered successfully.
We use FedEx International to ship all International Orders and offer a flat fee for this shipping method. The international delivery timing differs from country to country. Usually packages are in flight for 1 to 3 days for most locations. We do not charge extra taxes or other fees for orders shipped to international destinations. However, please be sure to contact your local and customs authorities to learn about any fees, taxes, charges or regulations they may apply, when importing a product, before ordering the product online. If for any reason, the product is not allowed in the country and is sent back to us, we will issue a full refund (excluding the shipping and handling charges) towards the credit card account used to make your purchase upon receiving and processing the product at our shipping facility. We do not charge restocking fees except as set forth below. However, if the product was held in the country of destination and neither delivered, nor returned to us due to customs restrictions or legal issues, no refund will be issued. Please be sure to check with your local customs agency before ordering.
All domestic shipping rates are generated automatically by FedEx and may vary from location to location. International orders will be shipped via FedEx International delivery service for a flat fee based on specific country location. You will be able to review the shipping rates before your order is completed and the payment is applied.
PRODUCT RETURN/EXCHANGE AND REFUND POLICY
Please read the following policies regarding product returns, exchanges and refunds carefully:
- Return Policy: You may return unopened products in original packaging within 30 days from the date which the order was placed, for a refund of the purchase price. Only qualified, unopened, unused items that are in the original packaging may be returned for a refund (excluding shipping and handling charges), except for damaged or defective products which we may accept after opening.
- Return Processing: In order to return a product, you must contact us by CLICKING HERE and submitting a return merchandise authorization (RMA) request. If the item is damaged or defective, we may request for you to email us pictures of damaged or defective merchandise prior to issuing an RMA number. For returns on promotional items, all items included in the promotion (free gift, etc.) need to be returned. When a promotional item included in the original transaction is not returned, the value of the promotional item will be deducted from the refund amount (excluding shipping and handling charges). You will be responsible for shipping and handling charges to us for non-defective returns and for all exchanges. Shipping and handling charges are non-refundable except as set forth above.
- Damaged Items: If you receive a damaged item, the issue must be reported to customer service within 48 hours of delivery to receive a replacement item. We only replace items if they are defective or damaged and exchanges are only for exact item purchased, unless the item is no longer available. If a defective item is returned and shows signs of being dropped or physically damaged which is determined by us in our discretion to be the cause of the defect, there will be a 25% restocking fee applied.
- Exchange Policy: You may be able expedite an exchange by placing a new order and returning the unwanted merchandise. In order to expedite the exchange, please place the new order, and send the new invoice number to the customer service agent assigned to your original claim. The new order will be at your cost unless the original order was fulfilled in error. Once the unwanted item(s) has returned to us, we will refund you for the item(s) (excluding shipping and handling charges, unless the original order was fulfilled in error). Please check with your customer service agent before placing your new order.
HOW TO REQUEST A RETURN/EXCHANGE/REFUND:
- Contact us via the Contact Us page by CLICKING HERE to verify that your item is available for return before taking any other steps. Our assigned agent will get back to you with details on how to take the next step.
- Repackage the item including all original parts, packing materials, instructions, etc. Within reason, this means that everything must be returned exactly as it was sent to you. Poor repackaging or the return of merchandise damaged after receipt could result in refusal of your return and loss of any refund or replacement item. Except as noted herein, items for return must be unused and undamaged to qualify for the refund. Do not send items back in a regular envelope, this is not sufficient packaging and can cause items to be lost in the mail or damaged in transit. Padded envelopes or boxes are required and may be provided free of charge by USPS if sending Flat Rate Priority Mail (though we do not control and make no representation or warranty concerning USPS’s policies).
- Include a copy of the original Packing List in the package and indicate whether you would like to be refunded for the item or if you prefer to have a replacement sent out.
- For defective returns, including orders fulfilled in error, you will be issued a pre-paid return label. For non-defective returns, you will need to send the package back to the address which will be emailed to you through our agent and you will bear all shipping and handling charges.
- If we determine that you are to receive a refund, it will be issued when the returned item has been received in satisfactory condition.
- Refunds will be processed within 2 to 5 business days of receiving the items and will be applied directly to the payment method that was used to make the purchase.
Please be advised that usually refunds can take up to 5 business days to completely process and return funds to an account after the refund has been initiated and we have received and processed the item being returned. Refunds can only be issued to the original form of payment for the corresponding order.
We reserve the right change, add, modify, or remove portions of these Terms of Purchase at any time, which shall become effective as of the effective date at the top of this page. You are responsible for reviewing these Terms of Purchase prior to each purchase from the Website or return of items to us. By continuing to use the Website or purchase or return items to us, you agree to any modifications.