FAQ
Last updated: February 2, 2026
SHIPPING & DELIVERY
Q: Where do you ship? A: We ship to addresses within the United States only. We do not currently ship internationally or to P.O. boxes.
Q: How much does shipping cost? A: Orders of $500 or more receive free standard shipping. Orders under $500 have a flat rate shipping fee of $20.
Q: How long will it take to receive my order? A: Orders are processed within 1-2 business days. After shipment, delivery takes 3-6 business days. Total time from order to delivery is typically 4-8 business days.
Q: What carriers do you use? A: We ship via USPS, UPS, FedEx, or regional carriers depending on your location and order details.
Q: Will I receive tracking information? A: Yes, you'll receive a shipping confirmation email with tracking information once your order ships.
Q: What if my order arrives damaged? A: Please contact us within 48 hours of delivery with photos of the damage. We'll work with you to resolve the issue, and we'll cover return shipping costs for damaged items.
RETURNS & REFUNDS
Q: What is your return policy? A: You may return eligible items within 30 days of delivery. Items must be unused, in original condition, and in original packaging.
Q: How do I start a return? A: Contact us at info@luxewood.shop or call +1 608-209-5207 with your order number and reason for return. We'll provide return instructions.
Q: Who pays for return shipping? A: For standard returns (change of mind), the customer is responsible for return shipping costs. For damaged, defective, or incorrect items, we cover return shipping.
Q: How long does it take to get my refund? A: Refunds are processed within 10 business days after we receive and inspect your returned item. Allow additional time for your bank to post the credit.
Q: Are there any items that can't be returned? A: Yes, items marked as "Final Sale" or custom-made products cannot be returned unless damaged or defective.
Q: Do you charge restocking fees? A: No, we do not charge restocking fees.
ORDERS & PAYMENT
Q: What payment methods do you accept? A: We accept Visa and Mastercard.
Q: Are taxes included in the price? A: Yes, all product prices include applicable taxes. You will not be charged additional taxes at checkout.
Q: Can I cancel my order? A: Cancellation before shipment may be possible depending on order status, but we cannot guarantee it. Orders placed after 6:00 PM CST are processed the next business day. Once shipped, orders cannot be cancelled and must be returned.
Q: What if my payment is declined? A: Please verify your payment information and try again, or contact your card issuer. We cannot process orders until payment is successful.
CUSTOMER SERVICE
Q: How can I contact customer service? A: Email us at info@luxewood.shop or call +1 608-209-5207. Our hours are Monday to Friday, 9:00 AM to 6:00 PM (Eastern Time (ET)
Q: How quickly will I get a response? A: We typically respond to email inquiries within one business day during our operating hours.
PRODUCTS
Q: Are product colors accurate? A: We strive for accuracy, but colors may vary slightly due to monitor settings and lighting. If you're unsure, please contact us before ordering.
Q: Do you offer warranties? A: Please refer to our Limited Warranty policy for information about product coverage and the 48-hour window for reporting delivery issues.
Store Information: Luxewood 10805 Gardenia St, Charlotte, NC 28215-8628, United States Phone: +1 608-209-5207 Email: info@luxewood.shop Customer Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Eastern Time (ET)