FAQ

How Do I Contact Your Customer Service?

We are here Monday through Friday, 9am - 5pm EST. You may email us at support@luleycare.com with any questions or concerns.

When Will I Receive My Order?

Our facility does it's best to process orders as quickly as possible. Once your order ships, you will receive an email confirmation with a tracking number. Orders typically ship within 1-4 business days. Orders typically arrive within 7-10 business  days once shipped. This is an approximate timeline of delivery and is not a guaranteed timeline.

Which Carrier Do You Use to Ship?

We ship all orders via UPS. Typically, but not always, the UPS will 'transfer' the packages to USPS for final delivery. 

My Tracking Number Doesn't Work, What Do I Do?

The tracking number you receive through email is attached to the UPS tracking system. When tracking through UPS, you will notice a message indicating to use the same tracking number on USPS website to further track your package. If your initial tracking number with UPS reads "order processed, ready for UPS", check back in a few hours or the next day. This simply means your order has been processed, but is waiting to be scanned by UPS.

What if My Package is Damaged or Missing?

If your order was damaged in transit or an incorrect item arrived, please contact us by email at support@luleycare.com or by phone at (615) 933-4178. For missing packages, please contact customer service as soon as possible after receiving your delivery notification. We are not responsible for any incorrect address, including addresses with a typo, provided by the customer at checkout. All addresses provided at checkout by the customer are the sole responsibility of the customer. For missing packages marked delivered to the address on the order, we require a minimum 3 business days to file a claim with the carrier before sending a replacement. It is the buyer's responsibility to file the claim with the carrier. Any items that arrive damaged must be reported within 7 days of date marked delivered. We are unable to assist with items that arrived damaged outside of the the return window without photos of the damaged items. We are unable to assist after 15 days from when a missing package is marked delivered. Any items that are broken or packages that arrive damaged will need to be returned to our facility for further inspection. After inspection, we will send a replacement to original address. We hold the right to deny any replacements if we see necessary. 

What is Your Return Policy?

Our goal is to help you find products that are the perfect fit for you! We offer a 60 day return policy*, as it is our goal that you are completely satisfied with your purchase! Please visit our Refund/Return policy page for more information.

Why is My Jar Partially Full?

Our product contents are based on weight, not volume. Settling occurs naturally. We assure you that the given container contains the proper amount of serving sizes and all contents within the containers are based on weight. All serving sizes within the container are according to the number listed on the nutrition label.

Where is My Order?

As soon as your order ships, you will receive an email from us with your given tracking number. 

Can I Cancel or Stop My Order?

Your order may be cancelled, as long as it has not shipped yet. Once your order ships, we are not able to cancel the order. If you wish to cancel an order, please contact our customer service as soon as possible. You may return the order for a refund once received. We do not hold the power to 'stop' an order once it leaves our possession, nor do we hold any control over the delivery carrier in possession of your package.  

My Tracking Shows that My Order Was Delivered, But I Don't Have It. What Do I Do?

Occasionally packages are overlooked. Please check all mailboxes, porches, steps, or parcel lockers attached to your given address. For missing packages, please contact customer service as soon as possible after receiving your delivery notification. We are not responsible for any incorrect address, including addresses with a typo, provided by the customer at checkout. All addresses provided at checkout by the customer are the sole responsibility of the customer. For missing packages marked delivered to the address on the order, we require a minimum 3 business days to file a claim with the carrier before sending a replacement. It is the buyer's responsibility to file the claim with the carrier. We are unable to assist with items that arrived damaged outside of the 60 day return window without photos of the damaged items. We are unable to assist after 15 days from when a missing package is marked delivered.