FAQ

Answers to common questions about shipping, returns, device safety, and battery life. Can't find what you're looking for? Email us anytime at support@lunawest.store.

Shipping

Where do you ship to?

We ship to the United States and 27 additional countries, with free shipping and no minimum purchase. See our full Shipping Policy for the complete list.

How long does shipping take?

Orders are processed within 2–3 business days, and typically arrive within 5–10 business days after that, depending on your location.

How do I track my order?

You'll get a confirmation email with tracking information as soon as your order ships.

Returns & Refunds

What's your return window?

You have 30 days from the date you receive your order to request a return. See our full Refund & Return Policy for details.

Do I have to pay for return shipping?

Standard returns require you to cover return shipping, unless you added Redo Return Protection at checkout, which covers return shipping costs for you.

Can I return an opened LED mask or eye massager?

Because these are skin-contact personal care devices, opened or used units can only be returned if they're defective or not as described, for hygiene and safety reasons. Unopened items in original packaging remain returnable within 30 days regardless of reason.

Device Safety

Are LunaWest devices medical devices?

No. Our light, heat, and touch therapy products are wellness and relaxation tools, not medical devices, and they're not intended to diagnose, treat, cure, or prevent any condition. If you're pregnant, have a medical condition, or are unsure whether a product is right for you, check with a healthcare professional first.

What if I have a skin or scalp condition?

Check with a dermatologist before use if you have a diagnosed skin or scalp condition, light sensitivity, or any concern specific to your situation — this is noted on each individual product page as well.

Battery & Charging

How are LunaWest devices charged?

Most devices are cordless and rechargeable via USB, so you're not tied to an outlet during use. Charging details and typical battery life are listed on each product's page.

What do I do if my device won't hold a charge?

If a device stops holding a charge or otherwise seems defective, contact us at support@lunawest.store with your order number so we can help.