Shipping and Returns

What is your shipping policy?

We ship to most countries in the world, except for those where it isn’t legal to do so. Lumatone is rather large and expensive to ship, and we’ve worked hard to bring you excellent shipping rates depending on where you live, using either UPS, FedEx, or Aramex.

When you order a Lumatone, your estimated delivery window is displayed on the ordering page. As a hand built instrument, the time it takes to build and ship your Lumatone can vary, depending on when in our production cycle you make your purchase. For the most part, we have gotten quite good at hitting these targets or even beating them, but occasionally, orders may ship late. Our team works extremely hard every day (and some nights!) to keep things on track, but issues out of our control (such as supply chain, exciting global trade issues, or shipping constraints) can surprise us and cause delays. Please take this into consideration before placing your order. Our delivery estimates are just that: estimates! Your order will always be shipped in the order our customers purchased them, and we’ll always do our best to avoid delivery delays. We have a rigorous quality assurance process, and we err on the side of being late if we think there’s any chance your Lumatone will be delivered in anything less than perfect condition. Thank you for your understanding and patience as we build your instrument!

How do duties and sales tax work?

We only directly charge sales tax to those in Canada, as we are based there. Canadians will be charged according to their provincial sales tax rate. We don’t charge any taxes to those outside of Canada, but be aware that depending on the country you live in, you may be charged duty or taxes upon importing Lumatone into your country. We don’t control that - your country does. We encourage you to look into how your country works when importing goods under the HTS code “8471.41“ from Canada. This code applies to machines that contain at least a Central Processing Unit (CPU) and an input and output unit within the same physical housing. Because the Lumatone is a MIDI controller and does not produce sound, it is not classified as a musical instrument when considering import duties.

Repairs, Returns, and Refunds

Lumatone is built-to-order, and we can not refund orders beyond a 24-hour window. Please be sure you want a Lumatone before you order! They are expensive and complicated to build, and we begin building them from the moment you place your order.

Once you’ve received it, if there is anything wrong with the condition of your new Lumatone, we back every new instrument with a 1-Year Warranty against manufacturer defects. Your Lumatone is guaranteed to be in new condition and functioning perfectly upon arrival, and if it isn’t, it will be replaced or repaired. Due to the changing global trade situation, we require customers returning Lumatones for warranty repair to pay for the return freight costs. We will pay for the return shipping costs for warranty-coverd repairs. Outside of the warranty period, customers must pay for all shipping costs, which, let’s face it, is a drag. Many issues can be resolved without shipping, so let’s try that first! Send us a message to support@lumatone.io and we can work it out.