Customer Service

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.