- Why should I create a customer account?
- How do I compare items?
- How do I use my discount code?
- Can I make changes to my order?
- Can I make special requests?
- What payment methods are available?
- Can I use PayPal?
- Is your website secure?
- Which countries do you ship to?
- What are your shipping rates?
- When can I expect to receive my order?
- How do I track my order?
- Are shipments discreet?
The answers to a few of our most commonly asked questions are below. Still need help? No problem! Email customer service at email@example.com. 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. You can also contact us via Facebook @ Lunapads.com and Twitter @ Lunapads.
Our address is 3433 Commercial Street, Vancouver BC, V5N 4E8.
WHY SHOULD I CREATE A CUSTOMER ACCOUNT?
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 always 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. Still having trouble logging in? Email us and we'll look into it right away.
HOW DO I COMPARE ITEMS?
Once you've narrowed your options down to products suitable for you, try our handy compare feature! Click the arrows under each product image to “add to compare”, and then "compare products" halfway down the right hand side of the category page. Our compare tool provides a quick overview of reviews, prices, kit contents, and more.
HOW DO I USE MY DISCOUNT CODE?
Discount promo codes are entered in the Discount 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 discount or promo code per order.
CAN I MAKE CHANGES TO MY ORDER?
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.
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.
CAN I INCLUDE SPECIAL REQUESTS WITH MY ORDER?
Sure thing! You can specify print preferences, give us a shipping tip, or request free leaflets & stickers by using the special instructions box before finalizing your order. This box can be found at the 1st / Billing Information step of our checkout process. We will do our absolute best to accommodate all requests we receive.
If your request is really important to you and/or not listed above, please call us at 1.888.590.2299 or email us to discuss and get confirmation that we can fulfill your wishes before placing your order.
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.
WHAT PAYMENT METHODS ARE AVAILABLE?
PayPal Express Checkout is available as a secondary checkout option for customers with PayPal accounts. Note that you must have a registered PayPal account to checkout with this method. Please also note that PayPal may apply a foreign exchange conversion if you are paying in a foreign currency. For more information about these fees, please contact PayPal.
Payment options for walk-in customers include Visa, MasterCard, PayPal, Registered Signature Prepaid Cards* and Cash. Note that you may need to contact your credit card company prior to ordering to register your prepaid credit card.
If needed, you may use the dropdown menu at the top right hand corner of our website to change your currency. Select $CAD and pay in Canadian dollars or $USD to pay in US dollars. Please note that US and CA shopping carts are not shared and items will not be automatically transferred after switching currencies. Please call our office at 1.888.590.2299 if you experience any issues switching between US and CA sites. Alternately, try clearing your cache & cookies or starting over with a new browser session.
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.
IS YOUR WEBSITE SECURE?
Absolutely. 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.
WHICH COUNTRIES DO YOU SHIP TO?
Our current ship-to list includes: Australia, Austria, Belgium, Canada, Czech Republic, Denmark, Finland, France, Germany, Guam, Hong Kong, Iceland, Ireland, Israel, Italy, Japan, Liechtenstein, Luxembourg, Macedonia, Malta, Morocco, Netherlands, New Zealand, Norway, Poland, Portugal, Puerto Rico, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Taiwan, Turkey, United Kingdom, and the United States.
As you can see, we accept and ship orders from all over the world on a daily basis! Please be aware that all cross-border shipments are subject to inspection and may incur customs duties and taxes according to the laws of your country. These fees are entirely outside of the control of Lunapads.com, and are the responsibility of the receiver.
WHAT ARE YOUR SHIPPING RATES?
WHEN CAN I EXPECT TO RECEIVE MY ORDER?
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 get in touch with us via phone or email immediately after ordering.
Note: Business days do not include weekends or statutory holidays. All international mail is subject to customs inspection which may cause additional delays.
All cross-border shipments may incur customs duties and taxes according to the laws of your country. If this is a concern, we advise that 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. If tracking information is available for your shipment it will be included in your shipping confirmation email.
All International Orders (outside of Canada and the US) are shipped Standard Air Mail, and therefore do not include tracking service.
ARE SHIPMENTS DISCREET?
Products are mailed in EcoEnclose reusable envelopes with a shipping label including our business name, but do not specify the nature of our business.
All shipments outside of Canada are labeled with a generic description of the contents as required for customs clearance (e.g. "Cloth Pads made in Canada", "Silicone Cup made in Canada", etc.)
Returns & Exchanges
CUSTOMER SATISFACTION POLICY
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 your order, please contact us via email at firstname.lastname@example.org or call us toll free (1.888.590.2299) to obtain a return authorization code and instructions for mailing back your items.
WHICH PRODUCTS ARE ELIGIBLE FOR RETURN OR EXCHANGE?
Lunapads can be conditionally 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 expected to shrink slightly when washed as they are made from 100% cotton.
- 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.
- Clearance and Factory Seconds purchases are final sale and cannot be accepted for refund or exchange.
- LunaUndies can be conditionally 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 your Lunapads Underwear 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. We cannot guarantee exchange or refund of multiple LunaUndies that have been washed or used. LunaUndies are made from 100% cotton and will shrink slightly when washed.
- Other Underwear Brands including Dear Kate and PACT are subject to the respective brand's return policies. If you experience issues with any of these products, please contact the manufacturer directly for assistance.
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 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.
HOW DO I RETURN AN ITEM?
First, refer to our Customer Satisfaction Policy to find out whether the item is eligible for return. Once that has been determined, contact us for a return authorization code and further assistance. If your return is approved, you have 3 options to choose from:
- Return for Store Credit Return eligible products for store credit and you’ll receive an additional $5 towards your next purchase.
- Return for refund Return eligible products for a refund back to the credit card or PayPal account used to make your original purchase.
- Exchange Exchange eligible products for a different size, color, or another product altogether. You pay to ship the item back to us and we’ll pay to ship your exchange item to you!
Due to the high cost of International shipping, we are unable to process exchanges on orders outside the US or Canada. You are instead welcome to return your items for store credit or refund.
Please Note: You must obtain a return authorization code before shipping products back to us. A completed Product Return Form should also be included with your order. If you no longer have your original return form, just ask - we're happy to send a copy to your email address. Be sure to indicate whether you are returning your items for store credit, refund or exchange.
If returning for exchange be sure to let us know which product you would like to receive. Consult our website to find the accurate product name, size, color or pattern, otherwise your return will take additional time to process.
Send your return items 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 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.
CAN I BUY LUNAPADS IN STORES?
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 availability before visiting.
CAN I VISIT YOUR OFFICE?
Please note that the Lunapads HQ is an office / warehouse space and not a store. As such, coming in to shop without prior notice isn't always possible. Send us an email or call 604.681.9953 to discuss scheduling an appointment.
Local customers who want to skip the shipping: shop online and choose Vancouver Warehouse Pickup at checkout (it's free!). When your order is ready, we'll email you to arrange a time for you to come by.
A NOTE ON TRANS INCLUSION
Lunapads users and staff are cisgender, transgender, nonbinary, and genderqueer individuals who span the gender spectrum. Our team is working to ensure we are providing an inclusive and welcoming space for all those seeking better 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 firstname.lastname@example.org