FAQs

Orders & Payment

Can I change or cancel my order?

Orders may be changed or cancelled before they are considered shipped. Once a tracking number has been generated and the tracking information has been updated in your order details, the order can no longer be cancelled or modified.

Please contact us as soon as possible if you need to request a change. For complete cancellation and return terms, review our Returns & Refunds Policy.

How can I track my order?

Once tracking information becomes available, you can check your order status through our Track Your Order page.

If you need assistance with an existing order, please Contact Us.

What payment methods do you accept?

We currently accept the following payment methods:

• Visa
• Mastercard
• American Express
• Diners Club
• Discover
• Shop Pay
• Apple Pay
• Google Pay
• PayPal

Eligible customers may also be offered Shop Pay Installments during checkout.

The payment methods displayed to you may vary depending on your device, browser, location, account eligibility, and other checkout conditions. The payment options shown at checkout are the options currently available for your order.

Shipping & Delivery

Where does Lusevo ship?

We currently ship to eligible street addresses within the contiguous United States.

We do not currently ship to Alaska, Hawaii, Puerto Rico, P.O. Boxes, or APO/FPO military addresses.

For complete delivery-area information, review our Shipping & Delivery Policy.

How long does delivery take?

Our current estimated handling time is 7–12 business days, followed by an estimated transit time of approximately 42–44 business days.

This results in an estimated total delivery time of approximately 49–56 business days.

Delivery times are estimates and may be affected by carriers, customs clearance, weather, transportation conditions, or other circumstances outside our reasonable control.

See our Shipping & Delivery Policy for complete details.

What is curbside delivery?

Standard curbside delivery means your order is delivered to the exterior of your address or another carrier-designated curbside or ground-level location.

It does not include carrying the product inside your home, moving it upstairs, placing it in a specific room, or installing it.

Can my order be delivered inside my home or upstairs?

Services beyond standard curbside delivery may be available depending on the carrier and delivery location.

Additional carrier charges may apply and will be disclosed before the additional service is arranged.

Will I need to pay customs or import fees?

Lusevo covers applicable customs duties and import-related charges associated with the standard delivery of your order.

You will not be required to pay additional import fees for standard delivery.

Returns & Refunds

What is your return window?

Eligible return or exchange requests may be submitted within 30 calendar days from the date you receive your order.

Return eligibility and applicable conditions depend on the reason for the return. Please review our Returns & Refunds Policy before sending any product back.

Who pays for return shipping?

If the return is caused by an issue attributable to Lusevo, such as a defective product, delivery damage, an incorrect product, or missing components, Lusevo will cover reasonable return shipping costs for an approved claim.

For customer-responsibility returns, including change of mind or personal preference, the customer is responsible for return shipping costs.

Is there a restocking fee?

There is no restocking fee for approved returns caused by an issue attributable to Lusevo.

For approved customer-responsibility returns or exchanges, a 20% restocking fee applies.

What should I do if my order arrives damaged, incorrect, or incomplete?

Please contact us as soon as possible and provide your order number, a description of the issue, and clear photographs or videos showing the product, packaging, and affected area where applicable.

Do not return the product before receiving instructions from our support team.

You can reach us through our Contact Us page or review the applicable procedures in our Returns & Refunds Policy.

How long does a refund take?

Once an approved returned product has been received, inspected, and the refund has been approved, the refund will be issued to the original payment method within 7 business days.

Your bank, card issuer, or payment provider may require additional time before the refunded amount appears in your account.

Warranty & Support

What warranty does Lusevo provide?

Eligible products purchased directly from Lusevo are covered by our 2-Year Limited Warranty.

The warranty covers qualifying defects in materials and workmanship under normal use, subject to the coverage terms and exclusions described in our 2-Year Limited Warranty.

When does the warranty period begin?

The 2-year warranty period begins on the date the product is delivered.

No separate warranty registration is required. Your Lusevo order number or other proof of purchase is sufficient.

How do I make a warranty claim?

Please contact our support team and provide your order number or proof of purchase, a short description of the problem, and clear photographs or videos showing the affected area.

Please do not return the product before receiving instructions from our support team.

For full coverage information and claim procedures, review our 2-Year Limited Warranty.

How can I contact Lusevo?

You can contact our customer support team using the information below:

Email: support@lusevo.com
Phone: +1 (307) 533-0844

Customer Support Hours:
Monday through Saturday
9:00 AM–6:00 PM Mountain Time

We aim to respond within 1 business day.

You can also visit our Contact Us page to send us a message.