IMPORTANT: The LurraLife 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 LurraLife Gear Store.
Change or Cancel a Store Purchase
We aim to process orders as quickly as possible, which limits our ability to change or cancel your order once you’ve placed it. Therefore, if you want to change your 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. Include your store order number, contact information, and 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 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 that a claim be filed. In which case, 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
Be advised, due to their nature, customized print items (such as business cards, customized brochures, customized postcards, etc.) and marketing leads are NON-refundable. Refunds are only given if an error was made on our part (i.e., you received the incorrect item).
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. Apparel items must be in new condition, not been worn (other than being tried on), not been laundered or stained in any way, and still have the original tags. All non-defective items are 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, which is required for the return to be credited to your account. Moreover, the return package must be postmarked within 15 days of the original purchase. After that time, no refund / exchange can be processed.
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 and agreed to beforehand. Packages marked “return to sender”, “refused”, or “C.O.D.” will not be accepted nor refunded. For your protection, the shipping carrier advises that consumers insure their packages and obtain proof of shipment.
After we receive a valid return / exchange, it generally takes about a week to process. Please note, in the case of a refund credit, it can take up to one billing cycle for your financial institution to post the amount to your account. Refunds are only issued to the credit card that was used for the original purchase.