FAQs
We put together a list of our most frequently asked questions to help
answer some of the questions you may have !
If you need additional assistance or have any other questions, please email us at hanyuetrade@gmail.com (Monday - Friday 9am to 5pm PST)
We are happy to answer all questions you may have!
Orders & Payments
Changing or Canceling an order
Because our orders process very quickly once submitted, we are unable to change your address or shipping method or modify or cancel an order that you have already placed.
However, returning your purchase is easy. For additional information, please email us hanyuetrade@gmail.com
Promotional Terms and Conditions
All items in the sale category, One-Of-A-Kind Crystals and Large Crystals are final sale and cannot be returned. Discount codes and promotions cannot be combined or stacked upon one another; only one can be used per order. Discount codes and promotions are not valid on subscription items.
Payment Methods
PayPal - Use any payment method on the growing list of ways to fund a
PayPal account. Once you have funded your PayPal account, you can use
our single-click PayPal express feature to speed through checkout.
Order Verification
An order may be flagged as fraud or need additional verification on our end due to a number of factors. These can include issues with payment, discrepancies between the location where the order was placed and the shipping address, or other irregularities that raise security concerns. To ensure the safety and legitimacy of your purchase, we may reach out to you for additional identification or payment verification. This step is to confirm that you indeed placed the order and to protect you from potential fraud. If this happens with your order, we will reach out to you right away to ensure that the delays are minimal.
Currency
We recommend for all international orders that you use the Paypal option to process international credit cards. You don't need a Paypal account to use that option! Just choose the Paypal option, and then enter your credit card number.
Shipping & Delivery
How much will it cost to ship my order?
For all international orders, the cost of shipping will vary depending on where you are shipping to, what is being shipped and how quickly you wish to receive your package. International shipments require the customer to claim their package at the nearest customs facility. You will be responsible for paying any duty fees, which will be determined upon pick up of your order.
How long will it take for my order to ship?
Please allow a processing time of 3 to 7 business days from the time of placing your order for your order to ship (this is only for processing, pulling and packing your order; this does not include transit time). With larger crystals, it may take a little longer to pack and ship your order; we want to ensure your crystal arrives safe and sound! During peak shopping periods, processing time may take longer.
How long will l have to wait to receive my package?
Normally, transit times are typically 7 to 12 business days within the continental US.
- International Orders may take up to 6 weeks to arrive.
- Business days do not include weekends and/or holidays.
Why is it taking longer than usual for my order to arrive?
Once the package has been picked up and transferred to the shipping provider, LUNARIA is no longer responsible for other delays that may occur.
As soon as your order is shipped, you will receive a confirmation email with tracking details. We recommend following your tracking closely to stay informed regarding the whereabouts of your order. If you are on a deadline or a strict timeline, we highly recommend looking into expedited shipping options, as even if you live locally, there are significant delays with ground shipping.
My order says the shipping label has been created. What does that mean?
When you receive your shipping notification email, you may see that the tracking information says the label has been created and the carrier is "awaiting item." Your order has been handed over to the carrier but it can take a while for them to update the tracking. Please allow 10-14 business days, and let us know if there's no further movement within that time frame.
If you have any other questions about your order, please email hanyuetrade@gmail.com with these delays in mind.
My package tracking says "returned to sender." What do l do now?
If your package was returned to sender, there was likely an issue with your shipping address that made your order undeliverable and your package will be returned to our warehouse.
You have 30 days (from the date the package is returned to us) to contact us and claim back the items. After 30 days, the items will be put back into stock.
International Orders
For all international orders, the cost of shipping will vary depending on where you are shipping to, what is being shipped (the weight) and how quickly you wish to receive your package International shipments require the customer to claim their package at the nearest customs facility. You will be responsible for paying any duty fees, which will be determined upon pick up of your order.
Please allow up to 4-6 weeks for your shipment to arrive internationally, depending on the shipping method you choose when you place your order. We do our best to get our packages out as fast as we can!
However, after your package leaves the LUNARIA headquarters, we have no control over the speed to which it arrives at your doorstep.