IMPORTANT: The Gear Store does NOT handle LurraLife health supplement, product orders, monthly autoships, or member accounts; those are handled by LurraLife Member Support. We only handle items sold in the online gear store.
Change or Cancel a Store Purchase
We aim to process your order as quickly as possible, which can limit our ability to make changes to or cancel your order once you’ve placed it. Therefore, if you want to change your store order after you’ve placed it, immediately email firstname.lastname@example.org, and we will get back to you as quickly as possible to let you know if we can accommodate the change in time. Be advised that the window of time for making a change is very short (usually within less than an hour). Once an order has been submitted to the printer or shipped, we cannot make changes to it.
Missing or Incorrect Item
Please note that it is common for ordered items to be shipped separately due to packaging requirements, and that not all packages will arrive together. If an item from your order is missing or if you received the wrong item, please notify us immediately, and we will ship out the correct one as quickly as possible. Please include your store order ID number, contact information, details about the missing/incorrect item.
Damaged or Defective Product Upon Arrival
If an item is physically damaged / defective upon arrival, we must be notified within 2 days of your receiving it so that a claim can be filed. Do NOT try to fix the item. Immediately take photos of the damage and email them to us along with your store order ID number, contact information, and a description of the damage.
If an item is damaged / defective upon arrival, we have to determine the cause. If the shipping carrier is at fault, they require us to file a claim, and the customer would need to hold on to the item until the carrier completes their official inspection of the claim. Then a replacement can be sent to the customer.
Instructions for Returning and/or Exchanging an Item
Refunds are only given if an error was made on our part (i.e., you received an incorrect or physically defective / damaged item). Be advised, due to their nature, customized print items (such as business cards, customized brochures, customized postcards, etc.) and marketing leads are NON-refundable.
In order to qualify for a refund or exchange, the merchandise must be complete, in new condition, and in its original (unmarked) packaging including accessories and documentation. All non-defective items will be charged a 20% restocking fee. Shipping and handling costs are NON-refundable.
Notify us at email@example.com of a return / exchange within 5 days of your receiving the item, so we can give you the return address and an authorized Return Merchandise Authorization (RMA) number. (That RMA number is required for the return to be credited to your account.) After that time, no refund / exchange can be processed. Moreover, the return package must be postmarked within 15 days of the original purchase.
You, as the buyer, are responsible for all costs related to shipping back your item and that it arrives to us in good condition. Return shipping charges will not be compensated for unless the return is a result of our error. Packages marked “return to sender”, “refused”, or “C.O.D.” will not be accepted nor refunded. For your protection, the shipping carrier advises that you insure the package and obtain proof of shipment.
After we receive a valid return / exchange, refunds or exchanges are usually processed within a week. Please note that it can take up to one billing cycle for your financial institution to post the credit to your account. Refunds are issued to the credit card that was used for the original purchase.