Shipment processing time

All orders are processed within 1-5 business days.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in the shipment of your order, we will contact you via email or telephone.

Shipping rates & delivery estimates

Shipping charges for your order will be calculated and displayed at checkout.

Delivery delays can occasionally occur.

Shipment to P.O. boxes or APO/FPO addresses

luzluz.com ships to addresses within the U.S., U.S. Territories, and APO/FPO/DPO addresses.

Shipment confirmation & Order tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

Customs, Duties and Taxes

luzluz.com is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Damages

luzluz.com is not liable for any products damaged or lost during shipping. However, If you received your order damaged, please contact us and we will assist you.

Please save all packaging materials and damaged goods before filing a claim.

International Shipping Policy

Returns Policy

Our Return & Refund Policy provides detailed information about options and procedures for returning your order.

At luzluz.com, we pour our heart into creating personalized wooden name puzzles that delight and inspire your children. We understand that each of our handcrafted puzzles is not just a product but a meaningful gift intended to be cherished for years to come. Given the custom nature of our personalized puzzles, please review our refund policy carefully:

Returns
Due to the personalized nature of our products, we generally cannot accept returns unless the items are defective or damaged. If your order arrives damaged or incorrect, please contact us within 7 days of delivery to address the issue. We will require photo evidence of the defect or damage to process a replacement or refund.

Refunds (if applicable)
Once your return claim is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain amount of days, typically within 5-10 business days.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@luzluz.com with your order number and details about the product defect. Once the exchange request is approved, you will be provided with instructions on how to proceed.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’d receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

Shipping
To return your product, you should mail your product to the address provided in our return instructions. Please note that you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Contact Us
If you have any questions about our refund policy, please contact us at support@luzluz.com.

We value your choice to support luzluz.com, and we are committed to ensuring your satisfaction with every custom gift you purchase from us. Thank you for trusting us with your special moments.