Customer Service

Ordering Questions

Why should I create a customer account?

By creating an account with our store, you'll 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? Reach out to us via email (hello@lunapads.com), live chat, or calling in and we’ll look into it right away.

How do I use my discount code?

Discount promo codes are entered in the Gift card or discount code box during checkout. 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. 

One discount code per order, discount codes can't be stacked with 'Build a Set' discounts. If you build a set and use a code, you'll automagically get the best deal of the two at checkout.

Can I make changes to my order?

Orders are often shipped the same day they're placed (we're speedy), so if you need to make changes to your order, please get in touch as soon as possible after ordering so we can put on the brakes and cancel your order before it's too late (aka before it ships).

What payment methods are available?

Purchases can be made using Visa, MasterCard, or with your PayPal account.

If using a prepaid or gift credit card, you may need to contact the card issuer to have it registered to an address before it will be accepted by our website.

International Service Assessments
Because some US banks charge a service fee on transactions outside the United States (we're a Canadian company), you may notice an additional 1-3% charge on your statement. Unfortunately, there's nothing we can do about this. Please contact your bank for further information.

       


Returns

Customer Satisfaction Policy

We do our very best to ensure you're happy with your purchases and that they meet your needs and expectations. We're here to make sure your purchase is exactly right the first time, so don’t be afraid to ask questions before ordering! 

If, however, you *do* experience a problem with your order after receiving it, we are reachable via live chat and email at hello@lunapads.ca.

To initiate a return, start here.

Which products are eligible for return?

  • Lunapads / Luna Undies can be conditionally returned for up to 60 days from purchase date. We can't guarantee a full refund on multiple products that have been washed or used so please try one pad, liner, or pair of undies to be sure they work for you before washing all items in your order.
  • The DivaCup cannot be accepted for return, except in the case of manufacturing defects. Contact us for instructions on how to report the defect.
  • Clearance items are final sale and cannot be accepted for return.
  • All other products not listed under this policy, including carry bags and laundry products, are final sale.

Get in touch with us via email if you're unhappy or confused about your purchase in any way - we're here to help.

To initiate a return, start here.

How do I return an item?

To initiate a return, start here.

You have two options to choose from:

  • Store Credit - Return eligible products for store credit on a Lunapads gift card.
  • Refund to Original Payment Method - Return eligible products for a refund back to the Credit Card or PayPal account used to make your original purchase.

You'll receive instructions via email once your return request has been approved. Your store credit (gift card) or refund will be issued when our customer service team receives your return package at the Lunapads HQ.

Items returning from within Canada may take up to 3 weeks from the date products were mailed back to us to be processed. Allow up to 6 weeks from the date you ship your items back to us for orders outside of Canada.

Have questions about the status of your return? Email us at hello@lunapads.com.

Shipping Information

Which countries do you ship to?

Our current ship-to list includes: Australia, Austria, Belgium, Canada, Croatia, Denmark, Estonia, Finland, France, Germany, Hong Kong, Hungary, Ireland, Iceland, Italy, Japan, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, Turkey, United Kingdom, and the United States and its territories: American Samoa, Guam, Northern Mariana Islands, Puerto Rico and the U.S. Virgin Islands.

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 our control, and are the responsibility of the receiver.

What are your shipping rates?

Canada
Grand Total
Expedited Parcel
Within BC
Up to $74.99
$10
$7
$75 and up
Free!
Free!
United States
Grand Total
Standard Mail
Xpresspost USA
Up to $74.99
$10
$25
$75 and up
Free!
$25
International
Grand Total
International Air
Up to $74.99
$15
$75 to $149.99
$25
$150 and up
$50

Grand Total is your order total after discount codes are applied.

When can I expect to receive my order?

Once you submit your order, and receive an order confirmation number, it will take our fulfillment team 1 - 3 business days to process and pack it for shipment. Orders placed on Friday afternoon or on the weekend will be processed and packed on the following Monday or Tuesday. If you order during a sitewide sale or around a holiday, please allow an extra 2 - 3 days for processing before shipment.

You'll receive notification by email when your order is shipped, which will contain tracking information if available. 

We ship all orders from our warehouse in Vancouver, BC, Canada, via Canada Post. Delivery times depend on the final destination. With standard parcel service, you can expect Canadian orders to arrive within 2 weeks, and US orders to arrive within 3 weeks. Allow up for 4 weeks for overseas orders to be delivered. If you’re in the US and select Xpresspost shipping, your order should arrive within 6 business days.

How do I track my order?

If tracking is available for your shipment, you will receive the tracking code in your Shipping Confirmation email. It may take up to 24 hours for your tracking code to become active online after you receive your Shipping Confirmation email.

All of our orders are shipped via Canada Post. US orders are transferred from Canada Post to USPS once they go through customs.

International orders (outside of Canada and the US) are transferred to your country’s local postal service once they clear customs. To keep shipping costs low, international orders are shipped Standard Air Mail, and therefore do not always include tracking information.

Are shipments discreet?

Our parcels are labeled with our business name, but don't specify the nature of our business.

We're required by law to list the contents of all our orders shipping outside of Canada, but we keep the product descriptions as general as possible (e.g. "Cloth Pads made in Canada", "Silicone Cup made in Canada", etc.)

Can you change the customs information to reflect a lower dollar value, or mark it as a gift?

Sorry, but we can’t do that for you. We know that paying duty and import fees on your orders is a drag, but all of our product values are pre-programmed into our shipping software and we’re unable to change that information.

I think my order is lost! What should I do?

If it’s well past the expected date of delivery, or tracking shows your parcel was delivered but you don’t actually have it, don’t panic. We’re here to help. Send us an email at hello@lunapads.com with your order number and we’ll be glad to assist.


General Questions

Can I buy Lunapads in stores?

If you'd 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 can't 100% guarantee that every store listed will have the stock you need. As such, we always recommend calling ahead to confirm product availability before visiting.

Can I visit your office?

Sorry, Lunapads HQ is not open to the public. Check our Find a Store page to shop in person at one of our local retailers!

A Note on Trans Inclusion

Lunapads users and staff include transgender, nonbinary, and genderqueer folks who span the gender spectrum. Our team is committed to providing an inclusive and welcoming space for *everyone* seeking better solutions to their everyday and monthly needs.

Check out this blog post for more info: Lunapads For All Genders, All Bodies. If you’re a trans, nonbinary, or gender non-conforming person who has feedback or questions, please write to lisa@lunapads.com.