FAQ

Frequently Asked Questions (FAQ)

Welcome to the Lunaavo FAQ page. Below you’ll find answers to the questions we hear most often, covering our travel neck pillows, ordering process, shipping, returns, refunds, payments, and customer support. If you don’t find what you’re looking for here, our Live Chat or Contact Us page is always just a click away.

Before You Order

Q: What does Lunaavo’s product collection look like?
A: We specialize in high-quality, ergonomic travel neck pillows designed to provide comfort and support during travel or everyday relaxation. Our catalog is updated regularly with new colors and designs.

Q: How should I go about choosing a travel neck pillow?
A: We recommend starting with the product descriptions, dimensions, and photos provided on each listing. If you’re still not sure which pillow is right for your travel needs, our 24/7 live chat support team is always happy to help you decide.

Q: Could the actual pillow look slightly different from the product photos?
A: We do our best to represent every item as accurately as possible. That said, small variations in color or fabric finish can occasionally appear depending on your screen’s brightness, resolution, and calibration.

Orders & Shipping

Q: What areas does Lunaavo deliver to?
A: We currently ship to residential and commercial addresses within the United States only.

Q: How much does shipping cost?
A: We proudly offer free shipping on all orders across the USA. There are no hidden fees at checkout.

Q: What’s the typical timeline from order to delivery?
A: Orders are typically processed and handled within 0 to 1 business days. Transit generally takes another 4 to 7 business days. Most customers receive their order within about 4 to 8 business days total.

Q: Is there a daily cut-off time for order processing?
A: Yes. Orders placed before 5:00 PM PDT on a business day usually begin processing that same day. Orders placed after that cut-off, or on a weekend or holiday, begin processing the next business day.

Q: Will I be notified once my order is on its way?
A: As soon as your order leaves our facility, we’ll send an automated shipping confirmation email that includes your carrier tracking number and a link to track your package.

Q: Where can I check my shipment’s status?
A: You can check the status of your shipment anytime directly on our website’s Track Your Order page.

Q: Is it possible to edit or cancel an order after checkout?
A: Yes, provided you contact us within 12 hours of placing the order and it hasn’t entered warehouse fulfillment yet. Reach out to us as quickly as possible if you need to make a change or cancel.

Q: What happens if my order is running late?
A: Occasionally, delivery windows can shift due to carrier delays, severe weather, or holidays. If your order has not arrived after 8 business days, please contact our support team and we will happily look into it for you.

Returns & Refunds

Q: What if the pillow just isn’t right for me once it arrives?
A: Eligible items can be returned within 30 calendar days of delivery, as long as they meet the conditions outlined in our Return Policy.

Q: Do I have to pay for return shipping myself?
A: No! We offer free returns for all eligible items. Whether the item arrived damaged or you simply changed your mind, we will provide you with a prepaid return shipping label at no cost to you.

Q: Can I swap my travel pillow for a different one?
A: We don’t currently offer direct exchanges. If you’d like a different color or model, you can return the eligible item for free and place a new order separately.

Q: My pillow showed up damaged—what now?
A: Please contact us within 48 hours of delivery with your order number, photos of the item, photos of the outer packaging, and a short note describing the issue.

Q: What if the wrong item was shipped to me?
A: Let us know as soon as you notice. We’ll send you clear instructions and a free prepaid shipping label to send it back.

Q: Once approved, how soon will I see my refund?
A: Once your returned item reaches us and is inspected (typically 1-3 business days), your refund is approved immediately. The funds are directly deposited back to your original payment method. Depending on your bank, it may take an additional 3 to 5 business days to post to your account.

Q: Is everything eligible for return?
A: Travel neck pillows that have been used, washed, stained, or damaged after delivery, along with items missing their original packaging/tags or returned after the 30-day window, are not eligible for a return.

Payments, Accounts & Support

Q: Which payment options are available at checkout?
A: We securely accept major credit and debit cards, as well as PayPal, Stripe, Affirm, and Afterpay for flexible financing options.

Q: How secure is the payment process?
A: Extremely secure. All payments are handled directly by trusted third-party processors using end-to-end Secure Sockets Layer (SSL) encryption technology. We do not store your full card details on our servers.

Q: Is an account required to shop with you?
A: Not at all—you’re welcome to check out as a guest. However, creating an account makes it easier to view your order history and manage your details for future purchases.

Q: What’s the best way to reach Lunaavo?
A: You can reach our team via our 24/7 Live Chat on our website, by email at info@lunaavo.shop, or by giving us a call. We typically respond to emails within 24 to 48 hours on business days.

Q: Where do I find all of your store policies in one place?
A: You can review our Shipping Policy, Return Policy, Refund Policy, Payment Policy, Privacy Policy, and Terms of Service via the links in our website footer at any time.

Contact Information

Still have a question? Visit our Contact Us page or click the chat bubble on your screen, and our team will be glad to help!