Frequently Asked Questions (FAQs)

Got a question about your order? You’ve come to the right place. We’ve put together the answers to some of the most common questions our customers ask. If you can’t find what you need here, don’t worry — our team is always ready to help.

1. When will my order arrive?

Our usual delivery timeframe is 7–10 business days after your order has been processed.

At Luonivo, we do our best to balance speed and sustainability. To minimize our carbon footprint, we sometimes ship orders together once we reach a certain quantity. This approach helps reduce unnecessary emissions and packaging waste — a small but meaningful step toward a cleaner planet.

Thank you for your patience and for helping us make a difference.

2. How can I track my package?

Once your order is dispatched, you’ll receive an email confirmation containing your tracking number and a link to our Order Tracking page.

Keep in mind that it may take a few business days for tracking updates to appear. If you don’t see our email, please double-check your spam or junk folder — it sometimes lands there.

3. It’s been over 10 days and my parcel hasn’t arrived — what should I do?

We understand how frustrating that can be and we’re here to help.

First, please check your tracking link to see the most recent update. Occasionally, shipments experience minor delays due to customs clearance or logistics issues.

If your order still hasn’t arrived after 10 business days, we suggest waiting an extra 3 days, as most delayed parcels arrive within that time. If you still haven’t received it after that, please reach out to us and we’ll personally assist you in resolving the issue.

4. Can I modify or cancel my order?

If you need to make changes or cancel your order, please contact us within 5 minutes of placing it.

We’ll do our best to accommodate your request, but once the order has been processed or shipped, we’re unable to make adjustments.

5. What if I’m not happy with my purchase?

Your satisfaction matters to us.

If your order isn’t what you expected, you can request a refund or exchange within 14 days of receiving your package. Just contact our team, and we’ll guide you through the simple return process.