1. Where we ship from
Every Lucerna order ships from our fulfillment center in Ontario, California. Orders placed before 12PM Pacific Time on a business day ship the same day. Orders placed after that, or on a weekend or a US federal holiday, ship the next business day. Pre-order items ship on their own date.
2. Delivery times
| Destination | Method | Time from dispatch |
|---|---|---|
| United States | Standard | 3–6 business days |
| United States | Express | 1–2 business days |
| Canada, the United Kingdom, Australia and the European Union | International | 6–12 business days |
These are the carrier's estimates from the day the order ships, not guarantees. We never promise a delivery date the carrier has not given, and a delay on its own is not compensated.
3. Shipping cost
The shipping price is shown at checkout once your ZIP code is in, with standard and express side by side, before you pay. There is no free-shipping threshold. Standard shipping is free on every order for Lucerna Vault members.
4. PO boxes
We ship to PO boxes by standard shipping only. Express shipping needs a street address.
5. Pre-orders and split shipments
Every launch and collaboration opens as a pre-order. A pre-order is charged at purchase and ships as its own package on its release date; until then it has no tracking, which is normal. An order that mixes in-stock items with a pre-order ships in two packages with two tracking numbers: the in-stock items first.
Holding everything to ship together, or moving a pre-order to an earlier drop, is not something we do by default; it is a decision for our team, on request. Restock and ship dates are shared only when they are confirmed.
6. Tracking
A tracking link is sent by email when the order ships, and the tracking portal shows every scan with your order number and email. A day or two without a scan usually means the package is between hubs.
7. International orders, duties and taxes
Checkout covers the items and the shipping. Any customs duties or import taxes outside the United States are set and collected by the destination country at delivery, and they are the customer's to pay. A package held by customs moves on customs' timing, which we cannot speed up.
8. Address changes
You can change the address yourself on the order editing page while the order has not shipped and it is within 48 hours of placing it. Once the label is printed, a new address becomes a redirect request with the carrier. That is the carrier's decision, and we never promise it.
9. Shipping protection
Shipping protection is an optional add-on chosen at checkout, shown on the order as its own line. Claims are filed on the protection claims page, where the protection provider decides on a replacement or a refund.
| Issue | When you can file | What is needed |
|---|---|---|
| Stolen: marked delivered, not received | Once it has been 5 days since delivery | The order number; no police report is asked for by Lucerna |
| Lost in the United States | After 7 days without a tracking update | The order number |
| Lost internationally | After 21 days without a tracking update | The order number |
| Damaged in transit | Within 10 days of delivery | A photo of the item and of the box |
The app writes to the email on the claim and may ask for a reply or photos, so watch your inbox once you have filed.
10. Without shipping protection
If a package is marked delivered and is not there, check with neighbors, a mailroom or a safe place first, then write to us. Within 45 days of the order we can refund it or issue store credit; a reship is decided by our shipping team. A limited edition that has sold out cannot be reshipped.
11. Gift orders
At checkout you can add a gift note, hide the prices on the packing slip and ship to the recipient's address. We do not offer gift wrap.
12. Demonstration store
This is a demonstration store operated by Razviel, and no orders are processed. Nothing ships from this site.