I placed my order, but realized my file is wrong. What can I do?

Contact us as soon as possible. We start on orders as soon as they’re placed. Once we have started manufacturing your order, you won’t be able to change the design.

Can I pay using a bank account?

Yes. You can add bank accounts and credit cards by going to your Billing Settings. Click the “Add new bank account” button and follow the instructions. Once your bank account is added, you will have the option to pay via ACH transfer at checkout.

Your bank account information is not stored on Lumi servers, it is securely encrypted and stored by our payment provider Stripe.

How do I cancel my order?

Contact us as soon as possible. We start working on your order right away, and we cannot cancel orders once they are in progress.

What are overs and unders?

Overs and unders are the number of units that were overproduced or underproduced compared to an item’s ordered quantity. When ordering via Lumi, you can expect a variance of up to 10% above or below the ordered quantity.

Overs and unders are standard for quality control in custom manufacturing. Because the equipment used in most factories moves so rapidly, the manufacturer will typically purchase excess material to account for units used during machine setup, or units that were rejected because they don’t meet quality standards.

The manufacturer will use all of the material that they set material set aside for your order, so if they produce any extra units (overs), you will receive and be charged for the additional quantity. Our terms of service allow for up to 10% overproduction. These units are invoiced separately once we know the final quantity.

Occasionally, you may see up to 10% underproduction of your order (unders), in which case you will be refunded for the difference.

Learn more about overs and unders in this article and video on our blog.

How do I reorder something I have bought before?

Every item you’ve ordered is saved in your Dashboard. When you login at lumi.com, navigate to the Items view where you can view previously ordered items and reorder them.

Can you rush orders?

Sometimes, depending on the order status. Contact us with details about your order, and we’ll be in touch. 

Where is my order?

As soon as your order ships, a shipping notification will be sent to the email associated with your account. You can also see all Shipments associated with your account by logging into your Dashboard and navigating to the Shipments view. If you have not received a shipping confirmation, please contact us.

For more questions see our Shipping Help page.

What counts as a business day in the lead time?

Monday through Friday excluding U.S. national holidays.

Can I order more than one size to meet the minimum quantity?

No. The minimum quantity applies to each size or design.

Minimum order quantities (MOQs) can feel like a bummer, but they’re not arbitrary. MOQs are determined by the minimum cost of printing and manufacturing each type of packaging. At Lumi, we’re always working with our factory network to keep processes efficient and minimum order quantities as low as possible. Click here to see MOQs and lead times for all of our products. 

I just got a refund for my order. When will the money return to my account?

Refunds typically appear on your bank statement with 5-10 business days.

I entered my billing address incorrectly. What should I do?

Contact us with the correct address, and we’ll make sure the payment went through.

Can I place an order over the phone?

No. We need your digital file to make your custom product, so we are not able to accept orders over the phone. We’re still here to help! Contact us if you’re having any trouble with the website.