Do you ship internationally?

Your company must be headquartered in the United States to order from Lumi. This means you must have a legal entity located in the US, not just an address to ship to.

For companies based in the US, we offer manufacturing services in a growing number of countries including across North America and Asia that can ship to your facilities abroad. For US-based companies we also offer international freight shipping to most countries by air and by sea.

Please note that international shipments may hit delays in customs that are out of our control. Your shipment may be subject to importation taxes and fees. These vary from country to country.

How can I see a shipping quote?

Add products to your cart and proceed to Checkout. Once you enter a shipping address you will see the available shipping rates before payment. Shipping rates vary based on your location and the weight/dimensions of your items. 

Note that orders over 130 lbs may require Freight Shipping. In some cases we are unable to quote freight shipping costs automatically. In this case, contact us to receive a shipping quote.

Will my entire order be shipped together?

Sometimes. Our products typically ship directly from the factory where they are made, as soon as they are available. If multiple items are shipping from the same factory at the same time, we will group them together to reduce shipping costs and carbon emissions.

Where will my order ship from?

Orders ship directly from our network of factories around the world. Depending on the item you purchase and where it is made, your order may ship in partial shipments from several locations. To reduce shipping costs and carbon emissions we optimize all orders to ship from a factory in your vicinity.

What do I need to know about freight shipping?

Large orders (over 130 pounds) typically ship via freight services. This means that we deliver your products on one or more pallets. 

We coordinate with  freight carriers to deliver your order within the estimated delivery window. Receiving freight is more complicated than parcel shipments, so here’s how to prepare:

Cost Freight shipping is usually billed separately. You will receive a freight shipping invoice once the shipping weight, dimensions and delivery details have been finalized. 

Tracking When your order ships, you will receive an email notification containing all the available tracking information. Please note that some freight carriers have less detailed tracking information than parcel carriers such as UPS or FedEx. 

Space Pallets are usually 40 by 48 inches and stacked up to 6 feet high, so make sure that you have room to store them. If you would like more precise specifications, contact us to find out how many pallets you should be expecting. 

Receiving You have to be present to receive a freight order. If you’re not available, you are responsible for redelivery charges.

Receiving a pallet requires some special equipment. To unload your delivery from the truck and into your space, you will need one of the following options:

  • A loading dock + pallet jack: A pallet jack lifts your pallet off of the ground. From there you can wheel it right off the truck and onto a loading dock. 
  • A forklift: a forklift will lift and lower your pallet off of the truck and onto the ground.
  • A liftgate + pallet jack: If you don’t have either of those options, tell us and we’ll ensure that the driver has a liftgate. A liftgate lowers pallets onto the ground from the truck. When it’s on the ground, you’ll still need a pallet jack, or some tool to move the pallet around. 
  • A lift gate + manual labor: If you don’t have a pallet jack or forklift, you can manually unload the pallet when it’s on off of the truck. 

Please let us know if you need a liftgate to unload your order. If we don’t know, you may get hit with last-minute shipping charges.

When you accept a freight shipment, you will receive a Bill of Lading (BOL). This acts as a receipt. Don’t sign it until you’ve looked over the shipment for any exterior damage. If you see any damage, note it on the BOL, take photos, and contact us ASAP. 

3PLs Third Party Logistics (3PL) providers have specific shipping instructions. Before shipping to your 3PL, please send us their shipping instructions. It’s a simple step that could spare you extra fees from the  freight service or 3PL

Customs Some of our products are manufactured outside of the country they will be delivered in. When products ship from one country to another, they pass through customs.

Unfortunately, customs can be unpredictable and opaque. We do our best to estimate customs processing time but are not responsible for any delays that may occur at this stage. We cannot refund or discount orders that exceeded delivery estimates due to customs. If you are wondering if your product will go through customs, contact us.

What options do you offer for international freight shipping?

If your order is over 130 lbs and is shipping internationally, you will see the “Lumi Freight” option at checkout. Freight shipping costs will be billed separately.

The costs for freight shipping depend on several variables: the weight and dimensions of your order, the number of different products in your order and your delivery destination. If you would like to receive an estimate of the shipping costs, please contact us.

My tracking information says “Shipping Label Created” and nothing else. What does this mean?

This means that the postal carrier has not scanned your package into their system yet. Sometimes this happens when the post office is really backed up. Hold tight! We shipped your order and it’s on its way to you.

If you are outside of the U.S. and select USPS First Class International, tracking is not available. Contact your local post office with your tracking number to see if it has reached customs.

Do you ship to Hawaii and Alaska?

Yes. For a shipping quote, fill your cart with the products you want to order and begin the checkout process. You’ll see shipping prices before you enter your payment details.

If I place two orders on the same day, will they be shipped together?

If you place two orders on the same day and shipping to the same address, we will try to ship them together provided those items come from the same factory.

Will my international order be subject to customs fees?

Maybe. International orders often incur VAT (Value Added Tax), import fees, or customs processing fees. International fees vary depending on the size, value and destination of your package.

International fees are not included in our shipping costs. When your order arrives to your country, you might need to pay additional fees to receive it.

Can I expedite my shipping?

Yes. At checkout, we provide various shipping options with corresponding delivery dates. Please note that faster shipping does not speed up the lead time needed to manufacture your item.

I entered my shipping address wrong. What should I do?

Reach out to us ASAP. We ship several products same day, so contact us with your updated address right away. 

Do you offer will call or pick up service?

No, we do not offer will call or pick up service. Your order will ship directly to the delivery address you specify at checkout. If you need your products by a certain date, select expedited shipping during checkout.

Do you ship to residential addresses?

No. Most of our products are delivered by freight truck, for that reason we currently do not accept residential addresses. Read more about receiving freight shipments.