Shipping Policy

Thank you for shopping with LUMISTAR. We aim to offer you the best and most reliable shipping options. Please review our shipping policy below before placing your order.

1. Shipping Destinations & Global Stores

This website (lumistar.ai) serves as our North American storefront, shipping exclusively to the contiguous United States and Canada.

  • United States: We ship to the lower 48 states. We do not ship to Alaska, Hawaii, Puerto Rico, Guam, or the U.S. Virgin Islands at this time.
  • International Customers (Europe, UK, and Rest of World): To provide the best localized experience and avoid unexpected customs delays, we serve customers outside of North America through our international storefronts. Please use the Region Selector on our website menu to choose your specific country. Currently, all international locations are directed to and processed through our global/European site at eu.lumistar.ai. As our global footprint grows, the selector will automatically route you to newly launched dedicated regional stores.
  • P.O. Boxes & Military Addresses: Due to the size and weight of our ball machines, we cannot ship to P.O. Boxes or APO/FPO/DPO addresses. Please provide a valid residential or commercial street address at checkout.

2. Shipping Rates & Taxes

Shipping fees are calculated automatically at checkout based on your location and the items in your cart.

  • United States: We offer Free Standard Shipping on all ball machines delivered within the contiguous United States. (Note: Spare parts, accessories, or promotional items may incur a separate shipping fee, which will be clearly displayed at checkout).
  • Canada: Shipments to Canada require an additional flat-rate shipping fee. All Canadian orders are shipped with duties and taxes included. The final shipping fee paid at checkout covers transportation, import duties, and Canadian taxes. You will not face any surprise customs bills or hidden carrier charges upon delivery.

3. Order Processing & Transit Times

  • Order Processing: All orders for in-stock items are processed within 1-2 business days. Orders are not processed or shipped on weekends or public holidays.
  • Estimated Transit Times:
    • United States (Contiguous): 3-5 business days.
    • Canada: 5-10 business days, depending on customs clearance.
  • Promotional Gifts: If your order includes promotional gifts or certain accessories, they are shipped from a different warehouse and will arrive separately from your main machine. The estimated delivery time for gifts is 14-21 business days.
  • High Volume Delays: If we are experiencing a high volume of orders (such as during a new product launch or holiday sales), shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay, we will contact you via email.

4. Pre-Orders & Crowdfunding Deposits

We frequently launch innovative products (like the LUMISTAR Carry) through pre-sales or crowdfunding campaigns:

  • Pre-Order Items: Delivery times for pre-order items will be explicitly stated on the specific product page. Please refer to the product page for the most accurate estimated shipping month.
  • Crowdfunding Deposits: Purchasing a "Deposit" guarantees your priority status and early-bird discount for an upcoming product launch. A deposit is a reservation credential, not a physical item that ships immediately. Full shipping details and timelines will be announced when the official campaign goes live.
  • Mixed Orders: If your cart contains both in-stock items and pre-order items, we may ship the in-stock items first, or hold the entire order until all items are ready. We will notify you of the arrangement via email.

5. Carriers & Order Tracking

Our primary shipping carriers are FedEx, UPS, and Amazon Logistics.

Once your order has shipped, you will receive a Shipment Confirmation email containing your tracking number(s). The tracking information usually updates within 24-48 hours. If your tracking information has not updated for an extended period, please contact us.

6. Damages & Issues

We ensure all machines are securely packaged before leaving our warehouse. However, if you receive your order damaged during transit:

  1. Please contact LUMISTAR Support at support@lumistar.ai within 7 business days of delivery.
  2. Please save all packaging materials and damaged goods. Photographs of the damaged box and product are strictly required for us to file a claim against the shipping carrier and issue your replacement.

For any order and shipping-related inquiries, please feel free to reach out to our customer support team.