Store Policies
In this section:
Policies for Physically-Shipped Products »
Policies for Electronically–Downloaded Products »
Using Coupons & Promotional Discounts »
Placing Pre-Orders for New Products »
Luxology Return Policy »
Policies for Physically-Shipped Products
Physically-Shipped products include items such as T-shirts, printed books, and DVDs. ( See our policies for electronically–downloaded products here. )
How long will it take to process my order?
Your Physically-Shipped product order will be processed and shipped within 2 - 3 business days (holiday and weekend days are excluded).
Most software purchases are delivered via electronic download; see our policies for electronically-downloaded product deliveries here.
Shipping within the USA
Luxology uses UPS for US domestic shipping. Please be advised that UPS will not deliver to a US Post Office Box. UPS Ground service is less expensive, but it is only available in the contiguous 48 states. Saturday delivery is not available. If UPS is unable to complete delivery of a package, a notice will be left at the consignee’s address stating that delivery has been attempted. Thereafter, a second and, if necessary, a third attempt to deliver the package will be made without additional charge. For more information on UPS shipping polices, go to: www.ups.com
Any and all taxes, tariffs, fees, or similar amounts of any kind relating to orders placed through the Luxology website are the sole and absolute responsibility of the customer.
Shipping outside the USA (International Orders)
Luxology uses UPS for International shipping. For more information on UPS shipping polices, go to: www.ups.com
Any and all international duties, taxes, tariffs, fees, or similar amounts of any kind relating to orders placed through the Luxology website are the sole and absolute responsibility of the customer.
Return Policy for Physically-Shipped Products
All sales are final, so please confirm your order before placing it.
If Luxology has shipped you the wrong product in error, please do not open the sealed product packaging; please follow these instructions.
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Policies for Electronically–Downloaded Products
Electronically–downloaded products include all software, unless you order products which have Physical DVD’s. ( See our policies for physically–shipped products here. )
How long will it take to process my order? When can I download it?
Your order for Electronically-Downloaded products will usually be processed and available for download within 24 hours on business days (holiday and weekend days are excluded).
Payment of Electronically-Downloaded Products
Once your order is processed, it will be available immediately for electronic download in your Luxology Account upon successful authorization of your payment method (credit card).
Any and all taxes, tariffs, fees, or similar amounts of any kind relating to orders placed through the Luxology website are the sole and absolute responsibility of the customer.
Unlike other companies, we allow you to re-download the software from your Luxology Account at no extra cost at a future date if you need to do so.
All Electronically–Downloaded Product Sales are final, so please confirm your order before placing it.
Return Policy for Electronically–Downloaded Products
All sales are final, so please confirm your order before placing it.
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Using Coupons & Promotional Discounts
Coupon codes may only be used once per account, and must be redeemed on our website when you place your order. Only one discount code may be applied per order. Coupon codes are not for resale and are not redeemable for cash. Promotional coupon codes are valid for a limited time only.
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Placing Pre-Orders for New Products
For your convenience, from time-to-time we offer pre-ordering on certain products shortly before they become available. You can avoid the rush by pre-ordering in advance. Your payment method (e.g. credit card) will NOT be charged until the pre-ordered product is available. Once the product becomes available, your order will be processed in the normal way by charging your payment method. If the product is delivered via an electronic download, it will be available immediately for download in your Luxology Account upon successful authorization of your payment method.
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Luxology Return Policy
Sales of all products, both Physically-Shipped and Electronically-Downloaded Products, are Final.
We only permit the return of products shipped in error due to a Luxology shipping or order processing error. If you believe Luxology has shipped you an incorrect product, please do not open the sealed packaging. Opened products cannot be returned.
If you have received an incorrect product due to a Luxology shipping or order processing error, please use the following return process:
Please contact Luxology customer service to request a Return Material Authorization (RMA). An RMA request must be made within 15 days of receipt of the product in accordance with Luxology’s return policy.
Phone
650-336-1380 (voice)
650-336-1386 (fax)
9:30 am to 5:00 pm Pacific Time
E-mail
Click to contact Customer Service via web contact form.
If the RMA is approved, the service representative will issue you a RMA Number and provide you with information on how to return the product to Luxology at:
Luxology, LLC
2525 East Charleston Road
Suite 104
Mountain View, CA 94043-1636
In order to speed up the process, the product must be returned unopened to Luxology within 15 business days of the issuance of the RMA. All products must be in the original, unmarked packaging including manuals, documentation, CD(s) and/or DVD(s).
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