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.

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 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 Lumi. 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?

You can track the progress of your order by going to the Production view of Lumi. Each item you order goes through the following steps:

  1. Scheduling: This phase is all about preparing for production. It entails proofing, scheduling your production runs in the queue, and working out the exact equipment that will be used.
  2. In production: The manufacturer is producing your order — hooray! This phase entails purchasing materials, creating tooling, and producing your items. 
  3. In transit: Production on at least a portion of your order is complete and on its way. If the order is split into multiple shipments, it’s possible that some of your units will be in transit while others are still at the factory, being produced or awaiting pickup. As long as some of your items are in transit, that item is “In transit”.
  4. Complete: Your manufacturer has shipped all of your items and they’ve been delivered.

In many cases, the number of items produced won’t be the exact number of items that you ordered (learn more about overs and unders). The Units Produced column lets you know exactly how many units to expect from the factory. After they’re produced, use the Units Shipped column to track how many have left the factory floor en route to you. You can expect them to arrive by the Estimated Delivery. If you see a range of dates in Estimated Delivery, that means your order has been split up and will deliver in installments during that window. 

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 going to the Shipments view.

What counts as a business day?

Monday through Friday excluding U.S. national holidays.

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

No. The minimum order quantity (MOQ) applies to each size or design. This is because each time the size changes, new tooling (cutting dies, plates or molds) needs to be installed on the equipment.

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.

What should I do if the quality criteria are not available for my product?

We consistently review and update the standardized quality policies. You can always create your own policy for suppliers you work with.

If you need help with creating a policy, contact your Lumi account manager.

What is Acceptable Quality Limit (AQL)?

Acceptable Quality Limit (AQL) is a quality control procedure used both for manufacturing and receiving goods, to ensure they meet the agreed upon quality standards. AQL uses a randomized sampling process, to statistically estimate the number of defective units in a production run. Learn how to perform an AQL quality inspection using our step-by-step guide.

The default AQL level set in Lumi is Special Inspection Level 4. This level is designed to pull an adequate number of samples to represent the overall quality of the production run while staying on schedule.

Each defective unit within a sampled batch is flagged as minor, major, or critical. Once the total number of each designation has been counted, the sampled batch and larger production run is given a pass or fail. Per AQL 2.5 Inspection Level S4, these are the maximum defects permitted in a sample batch before the batch (and in turn, the larger production) goes from pass to fail.

Why does Lumi use AQL Inspection Level S4?

AQL inspection levels are separated into two categories: general and special. 

General inspection levels (GI, GII, GIII) and special inspection levels (S1, S2, S3, S4) indicate the size of the inspected sample batch, which determines the number of defects allowed based on product-specific criteria and tolerances. Special inspection levels call for smaller sample sizes, with S4 being the most stringent of the four options. 

Lumi prescribes AQL 2.5 Inspection Level S4 because it’s a happy medium for the quality control needs of packaging. This level allows for an adequate number of samples to be inspected without delaying the production schedule or the receiving process. 

Can I request a different level of quality control?

Lumi recommends AQL 2.5 Inspection Level S4 as the standard level of quality inspection by all parties.

If you’d like to have a higher or lower level of inspection from your supplier, you can request your desired level of quality inspection during the quoting process.

How do I report a quality issue with my order?

Before reporting a quality issue, we recommend reviewing our guide on how to run a quality inspection.

To report an issue, log in to your Lumi account, and from the Orders view, click on the order that has a quality issue.

At the top right of the order item page, click the blue button to “Report quality issue.” Your supplier will reach out to you with the next steps.

Per the default order terms between you and your supplier, quality issues must be reported within 14 days of a shipment’s delivery to be eligible for remake or refund.

What happens if my quality issue is critical or exceeds the overproduced units?

Manufacturers will typically produce up to 10% more units than the ordered quantity — aka “overs”. Overs add some buffer room to account for potential quality issues in your order. Overs are billed after your order has been delivered, which allows us to compensate for any defective units that need to be subtracted from your invoice.

If the number of defective units dips below your order quantity by more than 15%, Lumi will take action in the following way: 

  • For critical defects: Lumi will initiate a remake of the items affected to meet the ordered quantity.
  • For minor or major defects: Lumi will review the order, provide a root cause analysis, and a case-by-case correction action plan.

Lumi takes a proactive approach to continuously measuring and improving the quality standards of manufacturing partners in our network. If severe quality issues are found, or a factory exhibits consistently poor quality, this will be reflected in the manufacturer’s scorecard and rankings on the platform. If this unusual situation occurs, Lumi will assist you in moving production to a different factory.

How are minor, major and critical defects determined?

Lumi quality standards set the expectations for buyers and suppliers. Each product’s quality policy lists tolerances that define the magnitude of a defect, i.e. how far above or below the tolerances a defect is. Defects can be identified as minor, major, or critical. The tolerances are primarily determined by the limitations of each manufacturing process. 

  • Optimum: Acceptable range (non-defective)
  • Minor: The defect is indiscernible, and does not detract from the overall appearance of the item or the representation of the company. 
  • Major: The defect is notable, but does not detract from the overall appearance of the item or the representation of the company. 
  • Critical: The defect is significant, and detracts from the overall appearance of the item or the representation of the company.

Each production run is inspected by the supplier using the AQL procedure. When receiving goods, we recommend that you (or your third party receiving the goods) perform the same procedure so that any defects you find are reported within the 14 day inspection period outlined in your Order Terms with the supplier.

How should I perform quality inspections if I use a 3PL?

Most 3PLs are familiar with AQL inspections. If you’re a Lumi member and you’d like your 3PL to perform an inspection, you can share our step-by-step guide.

Get photos from your 3PL of any defects and compare them to the inspection criteria for your product. You can search directly for quality standards by product, or find them by browsing the Lumi Catalog.

I just submitted my order. What happens next?

The details of the order, specifically things like split shipments and rush delivery requests, need to be reviewed before production can begin. When your order is accepted, production begins right away. 

Reviewing an order typically takes 1-2 business days, but particularly complex or aggressive delivery schedules may take longer to validate.

If your order is rejected, the Lumi team will work with you on revisions. After you make these revisions, we suggest resubmitting the order right away so that the information is still current and the order can be accepted. 

My order was rejected. What happens next?

If your order was rejected, it is because part of the request could not be manufactured according to your specs or it couldn’t be delivered on time. You will hear from our team within a day and we will help you revise the order details so that it can be accepted. 

After you make these revisions, we suggest resubmitting the order right away so that the information is still current and the order can be accepted. 

I need to edit my order. What should I do?

If your order has not yet been accepted and its status is still “Submitted,” you can retract it by going to the Order page and clicking the Retract button in the top right corner. After your order is retracted, you can make edits.

If the status of your order is “Accepted,” then production has probably started, so it may be too late to change the details. Contact your account manager as soon as possible.

How do I create an order that needs to be shipped to multiple delivery locations?

After you’ve added an item to an order, you’ll be prompted to choose single or multiple shipping locations for that item. If you choose “multiple shipping locations,” you’ll enter those locations in the Quantity section of your Order. 

Please note that not all split shipments can be accommodated. We will make sure that the split is possible before accepting your order.