Shipping and returns
How we ship across Canada, how fast, what it costs, and what happens if something goes wrong. Written to be read, not scrolled past.
$80+
Free shipping from
2-3 hrs
Usual processing time
14 Days
Return window
Where we ship
Anywhere in Canada
We ship within Canada only. Rates are calculated at checkout from the weight and size of your order and where it is going; you see the cost before you pay.
How fast
Picked the same day, usually shipped the next
Orders are normally picked and packed within two to three business hours and ship the next business day. In busy weeks it can take a little longer, and we will tell you if it does.
You get an email when your order is packed, and another with tracking once the courier has it.
We choose the courier for each order from the ones available to us, based on where it is going and what is in it.
Free shipping over $80
Orders over $80 — before tax, after any discount — ship free anywhere in Canada.
The exceptions: orders over 3 kg, and remote addresses the couriers surcharge.
If a parcel comes back to us
What happens next
If your order is returned to us for one of the reasons below, we refund the products to your payment method, less the shipping cost:
If the address was wrong or incomplete and you would like us to send it again, we will — the second shipping charge is yours.
Damaged or missing items
Tell us and we will sort it
Within 24 hours, please
Check your order when it arrives. Anything damaged or missing needs to be reported within 24 hours of delivery so we can claim with the courier.
Usually a damaged product needs to come back to us before a refund; sometimes a clear photo is enough, and we will tell you which.
Once we have it (or the photo), we inspect and refund.
Send photos to info@luminateco.ca
Please do not use or eat the damaged product until it is resolved.
If the product is no longer available, we cannot refund, credit or reship.
Once it is delivered
When the courier marks a parcel delivered, it is yours to look after.
Parcels stolen after a confirmed delivery cannot be reimbursed by us — please use a safe delivery address.
Returns and refunds
We want you to be happy with what you bought
If something is not right, this is how a return works.
14 days
Refund or exchange within 14 days of purchase, or, for shipped orders, within 14 days of delivery.
Condition
Unused, unopened and in original condition, with the receipt. Refunds go back to the original payment method.
Final sale
Return shipping
We pay for a return label only when a product arrived damaged or we sent the wrong thing. Otherwise return shipping is the customer's cost.
The product needs to reach us before a refund is issued. Occasionally we can refund from a photo instead; we will say so.
Cancellations: if you cancel before the order ships, we refund in full.
We reserve the right to decline a return or exchange in unusual circumstances.
Freshness
We never ship a product with fewer than 30 days left before its best-before date, with the exception of bread, baked goods and fresh items, which are shipped as fresh as we can get them to you.