Shipping policy

Shipping Policy

At LOWGLOW, every order is carefully prepared and inspected before it ships, so you receive the highest-quality product possible. This page explains how we process and ship orders, the protection options available to you, and what to do if something goes wrong in transit. By placing an order, you agree to the terms below.

Order Processing

Order processing and shipping are two separate stages. "Processing" is the time we need to prepare your order before it's handed to the carrier; "shipping" is the time the carrier needs to deliver it.

  • Standard orders are processed and shipped within 1–5 business days.
  • High-volume periods, restocks, and custom or made-to-order items may require 2–4 weeks before shipment.
  • If your order is expected to exceed these timeframes, our team will reach out with an update.

Business days are Monday through Friday, excluding major holidays. Orders placed after our daily cutoff, on weekends, or on holidays begin processing the next business day. You'll receive an order confirmation by email at checkout; this confirms we've received your order, not that it has shipped.

Shipping Carriers & Methods

Orders are shipped via USPS, UPS, or FedEx. The carrier and service level are determined by the shipping option selected at checkout, your destination, and the size and weight of your order. We reserve the right to select the carrier that best fits your order when a specific carrier isn't guaranteed at checkout.

Tracking

Once your order ships, you'll receive a tracking number by email. Please allow up to 24–48 hours for tracking to update after you receive it. If your tracking number isn't working after this window, contact us and we'll look into it.

Shipping Times

Delivery times vary based on your location and the shipping method selected at checkout. Transit time begins once your order has been dispatched, not when the order is placed. Estimated delivery windows provided by carriers are not guaranteed, and carrier delays due to weather, holidays, customs, or operational issues are outside our control.

Shipping Protection Plan (Recommended)

We strongly recommend adding Shipping Protection to your order at checkout. Standard carrier shipping does not protect you against many common delivery problems — protection does. 

What Shipping Protection covers

  • Lost packages — orders that are confirmed lost in transit and never delivered.
  • Damaged packages — orders that arrive broken, defective due to transit, or otherwise damaged.
  • Stolen packages — orders marked "delivered" by the carrier but stolen from your doorstep or property ("porch piracy").

When a covered issue occurs, we'll arrange a replacement or refund for the affected items, subject to the limitations below.

Limitations & exclusions

Shipping Protection does not cover:

  • Packages delivered to an incorrect or incomplete address entered by the customer.
  • Items marked delivered to a correct address where no theft can be reasonably established beyond the carrier's "delivered" status. 
  • Claims filed outside the eligible claim window (see below).
  • Customs seizures, import refusals, or fees on international orders.
  • Damage caused by use, normal wear, or improper storage after delivery.
  • Buyer's remorse, change of mind, or sizing/fit issues (see our Return Policy).

How to file a Shipping Protection claim

  1. Contact us at service.lowglow@gmail.com with your order number and a description of the issue.
  2. For damaged items, include clear photos of the product and packaging.
  3. We'll verify the claim and process your replacement or refund once it's approved.

Lost or Damaged Packages Without Protection

If you did not add Shipping Protection at checkout and your package is lost or arrives damaged, contact us as soon as possible and we'll do our best to help you file a claim directly with the carrier. Please note that without Shipping Protection, resolution depends entirely on the carrier's claims process and decision, which we do not control, and LOWGLOW cannot guarantee a replacement or refund for issues that occur once a package leaves our facility. This is why we recommend protecting every order.

Incorrect or Incomplete Shipping Address

Please double-check your shipping address before placing your order. LOWGLOW is not responsible for delays, non-delivery, or additional shipping charges resulting from incorrect or incomplete addresses. If a package is returned to us due to an address error, you may be responsible for reshipment costs. Contact us immediately if you notice a mistake — we can sometimes correct it before the order ships, but we can't guarantee changes once processing has begun.

Shipping Delays

Occasionally, factors outside our control — weather, carrier backlogs, holidays, or customs — may delay your delivery. While we'll always help you track down a delayed package, LOWGLOW isn't liable for delays caused by the carrier once an order has been dispatched.

International Orders

We're happy to ship internationally where available.

  • Duties, taxes, and import fees imposed by your destination country are the customer's responsibility and are not included in the product or shipping price at checkout.
  • Customs processing can add to delivery times, and these delays are outside our control.
  • If a package is refused, abandoned, or seized by customs, it may not be eligible for a refund or replacement, including under Shipping Protection.

Please check your country's import rules before ordering.

Contact Us

Questions about your order or shipment? Reach our team at service.lowglow@gmail.com and we'll be glad to help.