LOWGLOW 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.

Section 1 — Order Processing

Subsection 1 — Processing & Shipping

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.

Subsection 2 — Business Days

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.

Subsection 3 — Processing Time Estimates

All processing timeframes are estimates and are not guaranteed unless LOWGLOW expressly agrees otherwise in writing.

Unexpected inventory shortages, unusually high order volume, supply chain delays, payment verification, fraud screening, or other circumstances may extend processing times.

LOWGLOW is not responsible for losses, missed appointments, installation scheduling conflicts, event deadlines, or other expenses resulting from an order arriving later than anticipated.

Subsection 4 — Expedited Shipping

Selecting and paying for an expedited shipping method does not reduce or eliminate the applicable order processing time unless expressly stated otherwise.

Expedited shipping refers only to the carrier’s selected transit service after the order has been processed and handed over to the carrier.

Section 2 — Shipping Carriers & Methods

Subsection 1 — Carriers

Orders are shipped via USPS, UPS, or DHL. 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.

Subsection 2 — Carrier Responsibility

Once an order has been transferred to the shipping carrier, transportation and delivery of the package are performed by that carrier.

LOWGLOW does not control carrier operations and cannot guarantee exact delivery dates, delivery times, scanning frequency, or delivery placement.

Subsection 3 — Split Shipments

LOWGLOW may ship an order in multiple packages when necessary due to inventory availability, package size, fulfillment requirements, or other operational reasons.

If an order is shipped in multiple packages, separate tracking numbers may be provided.

Section 3 — Tracking

Subsection 1 — Tracking Information

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.

Subsection 2 — Tracking Status

Carrier tracking information is maintained by the applicable shipping carrier. LOWGLOW cannot control when or how frequently tracking information is updated.

Temporary gaps in tracking or delayed scans do not necessarily mean that a package has been lost.

Section 4 — Shipping Times

Subsection 1 — Estimated Delivery

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, operational issues, or other circumstances outside LOWGLOW’s control may affect delivery.

Subsection 2 — Delivery Deadlines

Customers should not schedule installations, appointments, events, travel, or other time-sensitive activities based solely on an estimated delivery date.

LOWGLOW is not responsible for costs or losses resulting from a carrier failing to deliver an order within an estimated delivery window.

Section 5 — Shipping Protection Plan (Recommended)

Subsection 1 — Shipping Protection

We strongly recommend adding Shipping Protection to your order at checkout.

Shipping Protection provides additional protection for qualifying shipping-related issues beyond any remedies that may otherwise be available through the shipping carrier.

Subsection 2 — What Shipping Protection Covers

Shipping Protection may cover qualifying instances of:

• 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, exclusions, verification requirements, and claim procedures contained in this policy.

Subsection 3 — 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.
• 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).
• Packages forwarded to another address after shipment.
• Packages delivered to freight forwarders, reshipping services, hotels, temporary accommodations, or other third parties where delivery can no longer reasonably be verified by LOWGLOW.
• Loss or damage occurring after successful delivery and possession of the package, except for an otherwise qualifying stolen-package claim.

Subsection 4 — Shipping Protection Claim Requirements

To file a Shipping Protection claim, contact us at service.lowglow@gmail.com with your order number and a description of the issue.

For damaged items, include clear photos of the product and packaging.

LOWGLOW may request additional photographs, videos, shipping packaging, tracking information, carrier documentation, police reports for suspected theft, proof of identity, or other information reasonably necessary to investigate and verify a claim.

Customers must cooperate with reasonable requests for information during the claim process.

We’ll verify the claim and process your replacement or refund once it’s approved.

Submitting a claim does not automatically guarantee approval. LOWGLOW reserves the right to investigate the circumstances surrounding a claim and deny claims that do not meet the requirements of this policy or that contain inconsistent, incomplete, fraudulent, or unverifiable information.

Subsection 5 — Replacement or Refund

For an approved Shipping Protection claim, LOWGLOW may, at its discretion and subject to applicable law, provide a replacement, refund, or other appropriate resolution for the affected item or items.

Shipping Protection does not automatically entitle the customer to replacement of unaffected products contained within the same order.

Section 6 — Lost or Damaged Packages Without Protection

Subsection 1 — Carrier Claims

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 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.

Subsection 2 — Carrier Investigation

The customer may be required to cooperate with the carrier’s investigation, provide photographs, retain damaged products and packaging, sign statements, or provide other information requested by the carrier or LOWGLOW.

Failure to cooperate with a carrier investigation may prevent a claim from being processed or approved.

Section 7 — Delivered Packages

Subsection 1 — Packages Marked Delivered

If carrier tracking shows that an order was delivered to the shipping address provided with the order, the package will generally be considered delivered.

If you cannot locate a package marked as delivered, check around the property, with household members, neighbors, building management, mailrooms, front desks, parcel lockers, or other locations where the carrier may have left the package before contacting LOWGLOW.

Subsection 2 — Missing Packages After Delivery

LOWGLOW is not responsible for theft, loss, misplacement, or disappearance of a package after confirmed delivery except where the order qualifies for coverage under Shipping Protection or where otherwise required by applicable law.

Section 8 — Incorrect or Incomplete Shipping Address

Subsection 1 — Customer Responsibility

Please double-check your shipping address before placing your order.

The customer is responsible for providing a complete and accurate shipping address, including any required apartment, unit, suite, building, or other delivery information.

LOWGLOW is not responsible for delays, non-delivery, misdelivery, or additional shipping charges resulting from incorrect or incomplete addresses provided by the customer.

Subsection 2 — Address Changes

Contact us immediately if you notice a mistake. We can sometimes correct an address before the order ships, but we can’t guarantee changes once processing has begun.

Once an order has been transferred to the carrier, LOWGLOW cannot guarantee that an address can be changed, redirected, intercepted, or corrected.

Subsection 3 — Returned Packages

If a package is returned to LOWGLOW due to an incorrect or incomplete address, failed delivery attempt, refusal, failure to collect the package, or another circumstance attributable to the recipient, the customer may be responsible for any additional shipping or reshipment costs.

Original shipping charges may not be refundable where they have already been incurred.

Section 9 — Shipping Delays

Subsection 1 — Delays Outside LOWGLOW’s Control

Occasionally, factors outside our control — weather, carrier backlogs, holidays, customs, natural disasters, transportation interruptions, labor disruptions, government actions, or other unforeseen events — 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.

Subsection 2 — Delayed Packages

A delayed package is not automatically considered lost.

LOWGLOW or the shipping carrier may require a reasonable waiting or investigation period before a package can be considered lost and become eligible for a claim, replacement, or refund.

Section 10 — International Orders

Subsection 1 — International Shipping

We’re happy to ship internationally where available.

Subsection 2 — Duties, Taxes & Import Fees

Duties, taxes, brokerage charges, customs charges, 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 unless expressly stated otherwise.

Subsection 3 — Customs Delays

Customs processing can add to delivery times, and these delays are outside our control.

LOWGLOW cannot guarantee how long customs authorities will take to process or release an international shipment.

Subsection 4 — Import Requirements

Customers are responsible for determining whether the products they purchase may legally be imported, possessed, installed, or used in their destination country.

Please check your country’s import rules before ordering.

Subsection 5 — Refused, Abandoned, or Seized Shipments

If a package is refused, abandoned, rejected, returned, destroyed, or seized by customs or another government authority, it may not be eligible for a refund or replacement, including under Shipping Protection.

LOWGLOW is not responsible for losses resulting from a customer’s failure to pay applicable duties, taxes, customs charges, or import fees.

Section 11 — Order Changes & Cancellations

Subsection 1 — Change Requests

If you need to change or cancel an order, contact LOWGLOW as soon as possible.

We will make reasonable efforts to accommodate requests made before an order enters fulfillment, but changes or cancellations are not guaranteed.

Subsection 2 — Orders Already Processed or Shipped

Once an order has been processed, packed, labeled, or transferred to the carrier, LOWGLOW may be unable to modify or cancel it.

Orders that have already shipped cannot be canceled and must be handled in accordance with LOWGLOW’s applicable Return Policy.

Section 12 — Fraud, Abuse & False Claims

Subsection 1 — Fraudulent Claims

LOWGLOW reserves the right to deny shipping claims that we reasonably determine contain false, misleading, altered, inconsistent, or fraudulent information.

Subsection 2 — Abuse of Shipping Protection

Shipping Protection is intended to protect customers against legitimate qualifying shipping incidents.

LOWGLOW reserves the right to deny claims or restrict access to Shipping Protection where there is reasonable evidence of fraud, repeated abuse, intentional misrepresentation, or manipulation of the claims process.

Nothing in this section limits any rights or remedies available to the customer under applicable law.

Section 13 — Contact Us

Subsection 1 — Shipping Assistance

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

Section 14 — Effective & Updated Date

Subsection 1

This LOWGLOW Shipping Policy is in effect and was last updated as of October 5, 2026.