FAQ

PAYMENT:

What forms of payment do you accept?
We accept United States based cards: credit, debit, and gift cards. These must be issued with either Visa, MasterCard, Discover or American Express logos.


Do you accept PayPal?
Yes, we do accept PayPal.


Why did I receive an error message that my order cannot be completed yet I was still charged?
When your card is reviewed and declined, the funds are placed on hold instead of completing the transaction. This may be due to the payment information being entered is incorrect or an invalid payment option is being used. Your funds will return to your card in 3-5 business days. If you do not see the funds back in your account after that time, please contact your card company for further information.


Do you accept debit cards?
Yes, United States debit cards issued with the Visa, MasterCard, Discover, or American Express logos are accepted.

 

Do you accept gift cards?
Yes, Gift cards issued with the Visa, MasterCard, Discover or American Express logos are accepted. Please make sure that a valid billing address is associated with the account. All orders require a valid United States billing address to process an order.

 

If you accept PayPal, can I use my PayPal account which has an international card attached to it?
No, only PayPal accounts which pay with United States currency and tied to a United States billing address can be used to place an order.

 

Are money orders accepted as a form of payment?
No, we do not accept money orders. Only the forms of payment specified above are accepted.

 

Can I get a discount code for my order?
Our discounts are applied only during special promotions. Please follow us on our social media pages or sign up for our Newsletter for announcements on upcoming promotions. 

 

PRODUCT:

I am trying to purchase a specific product and there is no option available to add it to my cart. What does this mean?
Unfortunately, at this time we are currently out of stock of this specific item. Please check back at a later date. We should be restocking shortly.

 

Are your products available at a store near me?
By using the Store Locator on our website, you can be directed to different stores in your area that carry our product lines. You can find our Store Locator at the top of any page on the website. Here is a link to that locator: www.lusterproducts-com.myshopify.com/apps/store-locator/

 

Your Store Locator show no results in my area. Where can I purchase?
If the locator provides no listing of stores in your area, we are happy to offer the products you want online at this time.

 

Why is the consistency of the product I just ordered different from the same product I purchased previously?
A number of natural and organic ingredients are used in many of our formulas.  Due to the nature of the ingredients, the consistency and scent may differ.

 

How do I return a product I purchased through a retailer or other online store?
Please contact the store or online retailer you purchased from. We only provide returns or exchanges for products purchased through the official Luster Products, Inc. site.

Refer to our Returns Policy provided on the website.

 

How do I get samples?
Please follow us on our social media pages or sign up for our Newsletter for announcements on upcoming promotions and sample giveaways.

 

What if I had an allergic reaction to your product?
We recommend that you discontinue use immediately and contact your physician who will be able to provide details on what ingredient you may have had a reaction to.

 

Can I check to see if a product has certain ingredients?
Please visit the product page and check the ingredients list for the product you are interested in.

Ordering FAQs

Can I combine multiple discounts or promo codes?

No. Discounts and promotional offers cannot be combined unless explicitly stated. Bundle pricing and promo codes are separate offers. Only one discount may be applied per order.

Why did my bundle discount disappear when I entered a promo code?

When a promo code is applied, any existing bundle or automatic discount is removed. Customers may choose the discount option that provides the greatest value.

Can you apply a discount after my order is placed?

No. Discounts must be applied at checkout and cannot be added or adjusted once an order has been submitted.

Can I change or cancel my order after placing it?

Orders begin processing shortly after they are placed. Once processing has started, we are unable to modify or cancel the order. Please review your order carefully before completing checkout.

When will my order ship?

We manufacture and ship orders daily; however, processing and transit times may vary due to order volume, carrier schedules, or supply chain factors. Estimated shipping timelines are provided at checkout.

Do you ship internationally?

We ship within the continental United States only. We do not offer international shipping.

Do you ship to U.S. Territories, Alaska, or Hawaii?

We do not ship to U.S. Territories (including Puerto Rico and the U.S. Virgin Islands), Alaska, or Hawaii due to additional shipping requirements and increased shipping costs.

Why is a product unavailable or out of stock?

Product availability may vary due to demand, production schedules, or supply chain timing. A product being temporarily unavailable does not necessarily mean it has been discontinued.

Will I receive a tracking number?

Yes. Once your order ships, you will receive a shipping confirmation email with tracking information.

What if my order arrives damaged or incorrect?

Please contact our customer service team promptly with your order number and photos of the issue so we may assist you.

DELIVERY:

After I place my order, when will my order ship?
All orders are typically processed and moved to our fulfillment center for shipping within 2-3 business days.

Orders placed during a holiday or special promotional period are typically processed and moved to our fulfillment center for shipping within 3-4 business days.

 

Why isn’t the tracking number working?
If your package just shipped, please allow at least one to two business days for the carrier to update their site with all tracking information.

 

Can I pick up my order instead of having it delivered?
We only offer shipping options. If you need or prefer to pick up your products, please use our store locator on this site to find a retailer near you that carries the product you’re interested in.

 

I want products on a rush basis. Can it be delivered Saturday?
Sorry. Shipping is based on Monday - Friday deliveries.

 

The tracking shows that the package was delivered, but I didn’t receive it. What if the package is lost or stolen?

We’re sorry to hear that — we understand how frustrating this can be.

If your tracking information shows delivered, but you have not received your package, please try the following steps first:

  • Check around your delivery address (front door, porch, side door, garage, mailbox, package locker, etc.)

  • Confirm with household members or neighbors in case it was received on your behalf

  • Contact the shipping carrier directly (USPS, UPS, or FedEx) for additional delivery details
    (Please have your tracking number available, as the carrier will require it to assist in their investigation.)

Once an order has shipped, delivery is handled by the carrier. Luster Products, Inc. is not responsible for lost or stolen packages that have been confirmed as delivered to the shipping address entered at checkout. Customers are responsible for ensuring the shipping address provided is accurate and secure. Upon inquiry, Luster Products will confirm delivery to the provided address, date of delivery, tracking information and shipping carrier information for the customer to investigate.

It is up to the customer to provide an accurate address when entering their shipping information. Please contact the carrier for any information regarding the delivery and file a missing or lost package claim. Have your tracking number available to provide to the carrier to assist with the investigation.

 

Do you ship internationally?

At this time, we ship within the United States only. We do not offer international shipping currently.

Do you ship to PO Boxes?

Yes — we can ship to PO Boxes.

Do you ship to military locations (APO/FPO/DPO)?

Yes — we can ship to APO/FPO/DPO military addresses.

How do I receive Free Shipping on my order?

Free Shipping applies when your order total reaches $100.00 or more, calculated before tax and shipping, and after any discounts are applied.

If your order qualifies, the free shipping option will appear automatically during checkout.

How fast is Free Shipping?

Free Shipping arrives within an estimated 5 to 7 business days after your order has shipped.

When I enter my shipping address, I receive an error that my address is invalid. Why?

Our shipping system is connected directly to the carrier’s address verification database. An “invalid address” error may appear if:

  • The carrier cannot verify the address as a valid U.S. shipping location, or

  • The address is missing key details (such as a unit number, ZIP code, etc.)

Please confirm your address is entered correctly and includes all required information. The carrier requires a valid U.S. address to generate a shipping label.

Shipping Delay Policy

At Luster Products, we work hard to process and ship orders as quickly as possible. Once your package leaves our facility, it is in the hands of the shipping carrier (USPS, UPS, or FedEx), and delivery times may vary due to circumstances outside of our control.

Carrier-related delays may include (but are not limited to):

  • Weather disruptions

  • High shipping volumes

  • Labor shortages

  • Carrier sorting facility backlogs

  • Regional delivery delays

Tracking and Order Updates

Once your order ships and tracking is available, we recommend monitoring tracking directly through the carrier’s website for the most accurate delivery updates.

Investigation Timeline

If your package is delayed or appears stuck in transit, most carriers require up to 14 business days from the shipment date before they will initiate a missing mail or lost package investigation.

What We Can Do After 14 Business Days

After the 14-business-day window has passed, we may be able to:

  • Provide a store credit if the carrier confirms the package is lost (after a lost or missing package has been filed)

  • Offer a reshipment on a case-by-case basis (based on product availability)

Important Notes

  • We are unable to issue store credits or reshipments until the carrier investigation period has passed and a determination has been made.

  • Refunds are not guaranteed for carrier-related delays or delivery issues, as carriers are responsible once a package is in transit.

  • Longer processing times may occur during national or observed holidays due to limited business hours and increased order volume.

We truly appreciate your patience and understanding. As a family-owned business, we are committed to supporting our customers and providing the best possible service, even when delays occur outside of our control.

How do I update/cancel my order?
Please immediately email us at contactus@lusterproducts.com, and include your order number. If the order has already been provided to our fulfillment center, unfortunately, we will be unable to cancel or adjust the order.