"Shipping & Returns"
My order has partially shipped, but other packages show no activity. Is part of my order lost?
We try to ship orders complete but, with the current high demand, in many cases, it is not possible. We can assure you no orders are lost, and we will make sure you receive all items as ordered. We want nothing more than for you to receive your gear and be able to use it.
My order has tracking, but it isn’t updating. Do I have the correct tracking information?
Orders are assigned tracking numbers at the time they are processed and sent to the warehouse floor to be shipped. Please allow up to 1 business day after your order shows as shipped for the tracking to go live from the carrier.
Can I add items to my order before it ships?
We are not making any additions to orders currently.
HOW THE SHIPPING SYSTEM WORKS
The Shipping System is designed to get your new products to you as fast and efficiently as possible. Same Day Shipping applies to most parcel orders before 3pm EST Monday through Friday. Applies to parcel orders shipping within the Continental United States only.
Excludes freight orders and items that have stated lead times. Applies to current (i.e., non-clearance) items in stock at Luisa’s warehouse. If Luisa’s needs to contact, you to validate or amend your order or payment information to collect payment your shipment could be delayed. Same Day shipping means your package is packaged and ready prior to the last scheduled pickup at Luisa’s shipping dock.
Please note, Luisa’s cannot be responsible for delays due to weather, power outages, or any other acts of nature beyond our control.
Freight orders take 5-7 days to ship from our location.
RETURNS AND CANCELLATIONS
LUISA’S RETURN POLICY
You may return or exchange an unused item in new condition within 30 days of delivery. All items must include original packaging. Items that are used or damaged may be denied a refund or exchange.
All Final Sale items cannot be returned. Other non-returnable purchases include custom quote items, closeout items, & gift cards. Items returned incomplete or without the original packaging may be denied a refund or exchange.
CONUS 48 customers will be responsible for return shipping only for most items. Oversize items and items shipping freight will be subject to a return shipping cost. All customers outside the CONUS 48 will be responsible for shipping both ways.
Return Process Exceptions
Please allow up to 5-7 business days for your return or exchange to be processed. In most cases, your refund will automatically go back to the original form of payment used for the purchase. Original shipping charges incurred on your purchase aren’t refundable as part of your return or exchange. If you have questions or received an incorrect or damaged item, Contact Us here.
Luisa’s Return Address
Luisa’s Magic New York
1029 East main street
Riverhead, NY 11901
LUISA'S CANCELLATION POLICY
You may cancel an order at any time prior to the order entering the “Fulfilled” stage. Once it has entered Fulfilled, the order may not be canceled.
You can track the process of your order using the tracking Number provided. The entire order must be canceled, you cannot cancel specific items. If you still want certain items in the canceled order, you'll have to purchase the items again in a new order.
To cancel an order: Please submit an inquiry here: Contact Us If your order is eligible to be canceled Luisa’s will send you an email confirmation of the cancellation. If you are unable to cancel an order because it has moved past the “Fulfilled” stage, you may return it following the steps listed above in our Return Policy.