Order processing

Orders are reviewed and processed on business days after payment is accepted. Inventory checks, address review, holidays and high-volume periods may extend processing. A shipping label does not always mean the carrier has received the package.

Shipping services and cost

Available services, rates and estimates are shown at checkout for the entered destination. Qualifying merchandise orders of $200 or more receive complimentary shipping. Taxes, previously completed purchases and any excluded services do not count toward the threshold.

Two-day service

“Two-day” describes the carrier’s estimated transit time after pickup. It does not include order processing and is not a guaranteed delivery date. Weather, carrier disruptions, address issues and holidays can cause delays outside Lucem’s control.

Packaging and temperature

Packaging is selected according to the material, service and destination. Where cold packs or insulation are used, they help moderate transit conditions; they may arrive partially or fully thawed and do not guarantee uninterrupted refrigeration.

Tracking and delivery

Tracking is emailed when available. Customers are responsible for supplying a complete address, monitoring tracking and arranging prompt receipt. Once shipped, address changes may be unavailable or incur carrier charges.

Damage, shortage or incorrect items

Contact support promptly after delivery. Include the order number and photos of the outer carton, shipping label, packing material, product label and affected item. Keep all packaging while the claim is reviewed. Do not return research materials without written authorization.

Returns and cancellations

Because research materials require controlled handling and chain-of-custody protection, shipped products generally cannot be restocked or returned. Cancellation requests must be submitted before fulfillment begins. Confirmed damage, shortage or fulfillment errors are reviewed individually for replacement, credit or refund as appropriate.

Contact

Email support@lucemstandard.com with the order number and relevant photos or tracking information.