Customer Service Hours
9:00 am - 5:00 pm CT Monday - Friday
A shipping confirmation e-mail will be sent to the person who placed the order once the order is shipped.
Orders are shipped FREE with standard UPS ground shipping to destinations in the continental U.S.! For all other orders, shipping rates vary based on the order subtotal, weight and destination.
Alaska and Hawaii
Items ordered at LuxanaBaby.com to be shipped outside the contiguous 48 states are delivered by our common carrier with shipping charges calculated at check out.
Currently, Luxana Baby can only ship to the continental United States, Alaska, Hawaii, and Military APO/FPO addresses, however, we will be expanding soon to accommodate Canada and the global market.
Multiple Addresses and P.O. Boxes
We are only able to accommodate one "Ship-To" address per order. If you would like to send multiple items to multiple addresses, please complete a separate order, per "Ship-To" address. We do not ship to P.O. boxes.
All orders received before 4:00 p.m. (CST), Monday - Friday, will go out the same day.
Signature of Receipt
Shipments with a merchandise value above $300 may be sent with a signature required upon delivery.
Returns and Replacements
Luxana Baby's return policy is simple. If you don't like the item you purchased, send it back within 15 days of delivery for a refund. Hopefully we can find something you like better! Please note that you must receive a Returned Goods Authorization prior to any returns. Exceptions:
- We cannot accept returns of unwrapped products, products not in their original packaging, or special order products.
- We cannot accept returns of large orders of 6 or more of the same product. If you are ordering a large quantity of an item, we encourage you to order a sample first to make sure it's what you need.
- Returned merchandise must be in original condition and packaging. Opened, damaged or washed/laundered merchandise cannot be accepted for return or exchange.
- We do not accept returns of clearance merchandise.
Returned Goods Process
Please note that before returning any product, you must be issued a Returned Goods Authorization. We must receive your return request within 15 days of delivery/receipt of your order. After you've submitted your Returned Goods Authorization request, please allow 3-5 business days to receive your Return Authorization Number.
Once you've received your Return Authorization Number, Luxana Baby will issue and email to you a pre-paid shipping label. Simply print the label, attach it to the box, and drop it off at your local UPS store. You will have 10 days from the date you receive your return shipping label to drop the product off at UPS. If your product is not shipped within 10 days, the labels will expire and no refund will be given. In addition, Luxana Baby will not be responsible for issuing a refund for a product that is returned without a valid Return Authorization Number.
Your return must be in its original packaging, in new condition and suitable for resale.
Once your product has been received and inspected, you'll receive a refund within 15 days. We deduct the cost of the return shipping, and we will not credit any expedited or next day shipping charges that were requested on the original order.
When returning any item, please be sure to pack the product properly. We cannot provide a refund for any product received in our warehouse in damaged condition. In such a case, we will file a claim with the shipping company. In the event that the claim is denied due to poor packaging, we will not provide a refund. We will hold your product for 30 days, after which the product will be destroyed.
Any product that is received damaged must be reported within 48 hours of receipt. Luxana Baby will not accept responsibility for any damages not reported within this timeframe. Upon receiving notification that your product is damaged, Luxana Baby will file a claim with the shipper. Claims typically take 8-10 business days to process. Please do not discard the damaged product until you receive instructions from Luxana baby. After the claims process has been completed, Luxana Baby will send a replacement at no cost to you. Failure to follow this procedure may result in a charge for the free replacement item.
Luxana Baby thoroughly inspects all products prior to shipping, so we are confident that your order is free from defects when it leaves our facility. In the unlikely event that you receive a product from us with any defect, it must be reported within 15 days of you receiving your order. If you find your product to be defective, please contact Customer Service to coordinate replacement. Please allow 3-5 business days to receive a Replacement Authorization. Luxana Baby will be responsible for return shipping and the shipping of the replacement product and will send you return instructions accordingly. Please do not discard the defective product until you receive instructions from Luxana Baby. Failure to return the defective product may result in a charge for the free replacement item. In addition, returned items that are found to be in working condition may not be eligible for a refund or may be subject to a restocking fee.
Pricing or Product Description Discrepancies
Luxana Baby makes every effort to assure the accuracy of the pricing and product information on our website, however it's possible that some current pricing or product information may be inaccurate. In such cases, we reserve the right to cancel your order. A complete refund will be made for any items that have not yet been shipped. In the event of inaccurate product information, our sole responsibility will be to accept the product return and provide a customer refund.