This Shipping Policy governs the shipment of deliverables offered by Meta Flow Ltd. (d/b/a Lumen) (“Lumen”, “we”, "us" or “our”) and applies to all purchases made directly through our website. 

We are committed to ensuring that your order is delivered quickly, securely, and affordably. Our Shipping Policy outlines important details about shipping options, delivery times, costs, and related procedures, and is incorporated into and forms part of our Terms of Use available at https://www.lumen.me/terms-of-use. By placing an order with us, you acknowledge and accept the terms of this Shipping Policy. Thank you for choosing us, and we look forward to delivering your order!

1. Order processing, Shipping Methods and Delivery Times

The purchase of the Lumen Device is permitted only to customers whose shipping addresses are located within the territories designated by us as eligible for shipment.

We may offer different shipping methods, as shall be provided during the process of placing an order, and according to the fees and delivery times that shall be detailed therein, at our discretion.

After each order is placed, we process them in the order that they are received. We strive to ship each order within 4-7 business days, though processing times may be longer at certain times of the year.      

Orders dispatched with global standard shipping will generally arrive within 7-10 business days, depending on your location. 

Orders placed during weekend or during a holiday will be processed the following available business day. 

Shipping and delivery times should be used as a guide. We are not liable for any third-party delivery providers’ or your local post office’s delays.

Please note that delivery times are estimates and may be affected by factors beyond our control, such as inclement weather, carrier delays, or holidays.

Once an order has been shipped, we will send you an applicable notification.     

You must comply with all applicable laws and regulations of your jurisdiction for which the Lumen Device that you purchased is destined and we will not be held responsible for your breach of any such law.

2. Delivery address and accuracy 

You are responsible for providing a complete and accurate shipping address, including apartment/suite numbers and any required access information. If the shipment is addressed to a commercial entity (e.g., an office or a hotel), please make sure to indicate that your order is to be delivered to the commercial entity that is located at such address.

Failure to input any part of your address will cause likely delays in shipments. Lumen will not refund or exchange products that were shipped to an inaccurate address due to missing details.

3. International orders 

International orders may be subject to customs duties, taxes, and import fees depending on the destination country. These charges are the responsibility of the recipient and will be due at the time of delivery. We recommend checking with your local customs office to determine any additional charges before placing an order.

4. Delay 

While we strive to deliver all orders within the estimated timeframe, delays may occur due to unforeseen factors. If your shipment is delayed beyond the estimated delivery date, please feel free to contact us at support@lumen.me for assistance. All such claims relating to shipment delayed must be sent to us in writing within 45 days from the date of the shipment.

If technical problems prevent or unreasonably delay the shipment of your order, we will notify you of such and offer you the option to cancel your order.

5. Changes and Cancelations 

We understand that plans may change, so we aim to accommodate modifications to your shipping information or cancellations before the order has been shipped. Please contact us at  support@lumen.me as soon as possible, and we will do our best to assist.

Once an order has been processed and shipped, it cannot be modified or canceled. If you have received a shipping confirmation email, the order will need to be refused or returned, all in accordance with our Refund and Return Policy, available at https://www.lumen.me/terms-of-use#refund. 

6. Title and risk of loss or damaged shipments 

Title to products and risk of loss pass to you upon delivery of the products to the address you provided in your order confirmation, as evidenced by carrier tracking records, subject to any non-waivable rights you may have under applicable law. 

In cases of lost or damaged shipments, we work directly with the shipping carrier to resolve the issue. If your package arrives damaged, please see our Refund and Return Policy available at https://www.lumen.me/terms-of-use#refund and our Warranty & Safety Policy available at https://www.lumen.me/warranty for further information. 

7. Changes to this Shipping Policy 

We may update this Shipping Policy from time to time by posting an updated version on our website. Any changes will apply to orders placed after the effective date of the updated policy.

NOTE, ALL TIME PERIODS QUOTED IN THIS POLICY FOR THE FULFILLMENT OF OUR OBLIGATIONS WILL BE EXTENDED TO THE NEXT WORKING DAY IF THEY END ON A SATURDAY, SUNDAY, OR BANK HOLIDAY. THIS INCLUDES ALL SHIPPING AND CANCELLATION PERIODS.