To learn more about why we believe reusable menstrual products are eco-friendly, money-saving, healthy alternatives to disposable pads and tampons, check out our Why Switch section. For answers to frequently asked questions about our products, see our Tips & Advice and How-to Videos. See what our customers have to say on our Testimonials page!
The answers to a few of our most commonly asked questions are below. Still need help? No problem! Email customer service at firstname.lastname@example.org. For more urgent inquiries, contact Live Assistance or call us at 1.888.590.2299. If our office is closed, please leave a message on the customer service line. Be sure to include your name, phone number, and the best time to reach you.
For your convenience, we have organized our catalogue of products into categories. Our category pages are Pads, Pantyliners, Kits, The DivaCup, Underwear, and Extras. Look for our recommendations under each item (ie: Heavy Flow, Petite, Postpartum) to see if a product might be the right fit for you.
If you're feeling a bit lost or overwhelmed, try starting with our recommendations and bestsellers. This is an easy way to navigate to products suited for a variety of flows (Light, Average, Heavy), needs (Everyday, Active/Travel, Pregnancy, Postpartum, Light Bladder Leakage) and bodies (Girls & Teens, Petite, Plus Size).
Definitely. Lunapads.com features a secure SSL connection during each transaction, which keeps your information safe. Sites secured by GeoTrust SSL certificates provide 256 bit encryption thereby offering the highest level of encryption and security possible. This means you can rest assured that communications between your browser and this site's web servers are private and secure.
By creating an account with our store, you will be able to move through the checkout process faster, store multiple shipping addresses, view and track your orders in your account and more. That said, if you prefer not to register, you are still welcome to shop as a guest.
Set up an account but forgot your password? Visit this page to have a new password sent to your email address.
Once you've narrowed your options down to products suitable for you, try our handy compare feature! Click "add to compare" under 2 or more products, and then "compare items" halfway down the right hand side of the category page. Our compare tool provides a quick overview of reviews, prices, kit contents, and more.
Discount promo codes are entered in the promotional code box in your shopping bag. If you receive an error message, it may mean that your code has expired or you have not met the minimum purchase amount required. Check your code for any typos and try again. You may only use 1 promo code per order.
In your shopping bag, click "show discounts applied" to see your total savings.
Newsletter Signup Discount
A promo code for $5 off orders over $35 is sent to the email address you use to subscribe to our newsletter. Please note that this discount is not applied automatically. To receive your $5 discount, you must enter your promo code before proceeding through checkout.
Orders are often shipped the same day they are placed, so it is important that you contact us as soon after placement as possible to change or cancel your order. If your order has already left our office, it cannot be cancelled. In these cases, you will need to return the items you ordered for refund or exchange. Return instructions are below.
For security purposes, our website does not store credit card information. If you would like to add items to your order, please call us with your credit card information so that we can make the adjustment for you.
If you have chosen a mixed fabric ("surprise me") kit but would like to customize which fabrics we include, simply place your order and respond to the confirmation email with your fabric requests. We will do our best to accomodate you.
Sorry, we cannot take backorders on out of stock items. If we discover that an item you ordered has run out of stock before we were able to ship it to you, you will receive an email outlining your options. Most items return to in stock status within 2 weeks.
Use the flags located at the top right hand corner of our website to choose your currency. Select the Canadian flag and pay CAD on orders shipped within Canada, or the US flag and pay USD for orders shipped anywhere else in the world.
Online payments are handled by Chase Paymentech, a leading credit card processor. Lunapads.com accepts Visa and Mastercard. Debit Cards that are backed by Visa or Mastercard may also be used.
For mail-in orders, please ensure you have purchased a money order that is redeemable in Canada. Payment options for walk-in customers are Cash, Visa or Mastercard.
Most prepaid credit cards are not accepted online, due to secure AVS (address verificiation) checking systems. Contact your credit card company for assistance if you would like to use your credit card gift card on our website. They may be able to register your card with your name and billing information.
International Service Assessments
Because some banks charge a service fee on transactions which occur outside the United States, you may notice an additional 1-3% charge on your statement. Please contact your bank for further information.
We accept and ship orders from all over the world on a daily basis!
Our current ship-to list includes: Australia, Austria, Belgium, Canada, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Guam, Hong Kong, Hungary, Iceland, Ireland, Israel, Italy, Japan, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malaysia, Malta, Mexico, Morocco, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Taiwan, Turkey, Ukraine, United Kingdom, United States, and Vatican City.
|Order Subtotal||Canada Post Expedited||Within BC |
|Up to $39.99||7.50||4.50|
|$40 to $59.99||10.00||6.00|
|$60 to $74.99||14.00||6.00|
|$75 and up||Free!||Free!|
|Order Subtotal||Standard Mail||USPS Xpresspost|
|Up to $39.99||7.50||25.00|
|$40 to $59.99||10.00||25.00|
|$60 to $74.99||14.00||25.00|
|$75 and up||Free!||25.00|
|Order Subtotal||International Air|
|Up to $49.99||10.00|
|$50 to $74.99||15.00|
|$75 to $199.99||25.00|
|$200 and up||50.00|
While delivery time will depend on your location, you can expect to receive your order within 1-2 weeks from date of placement. All online orders are mailed out within 1-2 business days, unless there is an unexpected delay. Please note that orders placed at the beginning of the month or during a sale may take a few extra days to ship due to increased order volume. Orders placed on Friday afternoon or on the weekend will be mailed on the following Monday or Tuesday.
You will receive notification by email when your order is shipped. The # of days from that email until your order is delivered depends on your location and the shipping service you selected.
All orders within Canada are shipped via Canada Post Expedited Service, which is trackable and delivers the next business day locally, 1-3 business days regionally, and 2-7 business days nationally between major Canadian centres. Please allow an additional 3-5 business days if you are located outside of these major centres. Note that business days do not include weekends or statutory holidays.
We also offer a free local / warehouse pickup option. If you choose this method, we will email you once your order has been processed and is ready for you to pick up. Our office hours are 9am - 5pm Monday through Friday.
Note: Business days do not include weekends or statutory holidays.
Standard Mail: Shipments can take between 6-12 business days to reach major centers in the U.S.A. This expectation is not a guaranteed delivery time, as mail crossing the border is subject to customs inspection and may experience delays. Please allow an additional 3-5 business days if you are located outside of a major center.
US Xpresspost delivers in 3 -5 business days. Service standards are based on the day of pick-up (day 0) plus the number of business days required for delivery, and do not include weekends and statutory holidays. Your tracking information will be emailed to you once your order has shipped.
Note: Business days do not include weekends or statutory holidays. All mail crossing the US border is subject to customs inspection, delay (rarely), and is potentially subject to customs duties and taxes. If this is a concern, we advise you contact your local customs office for more information.
Please allow for approximately 14-28 business days for International Air deliveries to factor in both travel time and customs inspections. Due to customs wait times, replacement items for missing orders will not be sent until 60 days have passed. If you can provide us with additional information to help your package get through customs faster or without penalty, please email us at email@example.com immediately after ordering.
Note: Business days do not include weekends or statutory holidays. All international mail is subject to customs inspection, delay, and is potentially subject to customs duties and taxes. If this is a concern, we advise you contact your local customs office for more information.
Please note that all cross-border shipments are subject to inspection and may incur customs duties and taxes. If this is a concern, we advise you contact your local customs office for more information.
Orders shipped within Canada may be tracked by Reference Number via Canada Post. Your reference number is your Order ID #, which you will have received by email. Canada Post's tracking system is updated daily, however, due to processing delays, your tracking information may not be available the same day that your order was picked up & scanned by our mail carrier. This does not mean that the item has not been mailed; it only means that no scans were recorded at the time the item was tracked. In these situations, it is recommended that you sign up to receive delivery updates by email.
US Orders are shipped by USPS or FedEx, unless Xpresspost service is selected. If tracking information is available for your shipment it will be emailed to you
If you require tracking information, please choose Xpresspost when placing your order. We will email your tracking number to you once your order has been shipped.
All International Orders (outside of Canada and the US) are shipped Standard Air Mail, and therefore do not include tracking service.
Products are mailed in plain manila envelopes with our return address, but do not specify the nature of the business or contents. All shipments outside of Canada are labeled with a generic description of the contents for customs purposes (i.e. "Cloth Pads made in Canada", "Silicone Cup made in Canada", etc.)
We do our very best to ensure you are happy with your purchases and that they meet your needs and expectations. If, however, you experience a problem with an item you ordered, please contact firstname.lastname@example.org or call us toll free at 1.888.590.2299. If you wish to return or exchange eligible products (see below), please complete the Product Return Form enclosed with your order and include the form with the products you wish to have exchanged or refunded.
Lunapads can be refunded or exchanged for other products for up to 60 days from purchase date. If you have purchased several pads, please use and wash only 1 or 2 of them in order to ensure your comfort and satisfaction prior to using and washing all of them. We cannot guarantee exchange or refund of multiple pads that have been washed or used. Please note that Lunapads are made from 100% cotton and will shrink slightly when washed.
Lunapanties can be refunded or exchanged for other products for up to 60 days from purchase date. To ensure that you are satisfied with the size and fit, please try Lunapanties on over your own underwear. If you have purchased several pairs, please use and wash only 1 of them in order to ensure your comfort and satisfaction prior to using and washing all of them. Lunapanties are made from 100% cotton and will shrink slightly when washed. Knock Out Smart Panties are not eligible for return or exchange except in the case of manufacturing defects. Please contact us prior to sending your return. Dear Kate underwear are not eligible for return, if you experience an issue with your Dear Kates please contact email@example.com
Clearance purchases are final and cannot be accepted for refund or exchange.
The DivaCup cannot be accepted for refund or exchange, except in the case of manufacturing defects. Please contact us for instructions on how to report the defect.
All other products not listed under this policy are final sale and are NOT eligible for return.
Please contact us within 60 days by email (firstname.lastname@example.org) or call us toll free (1.888.590.2299) if for any reason you are confused about or unhappy with your purchase or if you think you have received defective merchandise.
Please refer to our Customer Satisfaction Policy before returning products to us for exchange or refund, and include a completed copy of the Product Return Form included with your order with every return you wish to make. Items mailed back without a form may take additional time to be processed.
When returning products, please send them via regular mail: surface/ground rate (we will not accept returns by courier) to Lunapads at 3433 Commercial Street, Vancouver BC, V5N 4E8.
Customers are responsible for shipping costs on returns. Shipping costs associated with returns and exchanges are non-refundable unless as a result of our error (i.e. we sent you the wrong product/not what you ordered or defective merchandise). As stated in our Customer Satisfaction Policy, we do not honor returns on Clearance items, Knock Out Smart Panties or The DivaCup.
If you are returning products from outside of Canada, please complete customs stickers or documents as follows: "Goods returning to Canada - $1 value." Please do not indicate a high dollar value as you may incur customs charges on your return.
If you have any questions about the status or eligibility of your return or exchange, please email us at email@example.com.
If you would like to purchase Lunapads closer to home, see our find a store list of retailers and e-tailers that carry our products. We do our best to keep our retailer list current, but cannot guarantee that every store listed will have the stock that you desire. Please call ahead to ensure product availabilty before visiting.
Absolutely! If you're in the Vancouver area and would like to shop our shelves, email us at firstname.lastname@example.org or call 604.681.9953 to make an appointment to visit our office. See you soon!
Lunapads users and community members are cisgender, transgender and genderqueer individuals who span the gender spectrum. Our staff is working to providing an inclusive and welcoming space for all those seeking eco friendly solutions to their everyday and monthly needs. Check out this blog post for more info: http://lunapads.com/blog/2011/12/all-genders-all-bodies/. If you are a trans, nonbinary, or gender non-conforming person who has feedback or questions, please write to email@example.com.