Shipping policy
Effective Date / Last Updated: September 4, 2026
The Short Version
- Handling: 2–4 business days. Transit: 8–14 business days. Total: 10–18 business days from your order date.
- Standard shipping is free on orders of $50 or more; flat $7.99 under $50. Expedited shipping is not offered.
- We ship to all 50 US states, Washington DC, and US territories.
- All import duties and taxes are paid by us before delivery — you owe nothing when your package arrives.
- Tracking email within 24–48 hours of dispatch; delivery by USPS, UPS, or FedEx.
Where Your Order Ships From
We believe you deserve to know exactly how your order travels. Orders ship from our fulfillment partners in China via fast, tracked international shipping lines, then hand off to a US carrier (USPS, UPS, or FedEx, selected automatically) for final delivery. This model is why our delivery window is longer than a domestic warehouse's — and why we publish honest timelines instead of optimistic ones.
Returns work differently: they are handled entirely in the United States at our returns facility at 602 Fountain Parkway Suite B, Grand Prairie, TX 75050, USA. You will never be asked to ship anything to China. A return authorization (RMA) is required before shipping — see our Refund and Returns Policy. Please never send packages to our Denver, Colorado administrative address; no staff work there.
Delivery Timeline
| Stage | Time | Notes |
|---|---|---|
| Order cut-off | 6:00 PM Pacific, Mon–Fri | Orders after the cut-off, on weekends, or on US federal holidays count from the next business day |
| Handling | 2–4 business days | Picking, quality check, packing, dispatch |
| Transit | 8–14 business days | Tracked international line + US last-mile carrier |
| Total delivery window | 10–18 business days | Counted from your order date |
"Business days" are Monday through Friday, excluding US federal holidays. Weekends and holidays do not count toward any stage.
Shipping Rates
| Order value | Standard shipping (only option) |
|---|---|
| $50.00 and over | FREE |
| Under $50.00 | $7.99 flat |
We do not currently offer expedited or overnight shipping, and we would rather say so than sell a speed we cannot deliver.
Where We Ship — and Where We Cannot
We ship to all 50 US states, Washington DC, and US territories. We cannot ship to:
- Any address outside the United States
Orders placed with an excluded address will be cancelled and fully refunded, and we will email you to explain why.
Tracking
You will receive a tracking number by email within 24–48 hours of dispatch. Early in the journey, tracking may update slowly while the package moves between the international line and the US carrier — this is normal. Once USPS, UPS, or FedEx takes over, updates become more frequent. If your tracking has not moved for 7 or more days, email support@trilumity.com and we will investigate with the carrier.
Customs, Duties, and Import Taxes (DDP)
Every order ships Delivered Duty Paid (DDP): we handle and pay all import duties and taxes before your package reaches your door. You owe nothing on delivery — no customs bill, no brokerage fee, no release charge.
If any courier or delivery person asks you to pay a fee to receive your package, do not pay it. Note the courier's name and any reference number, and email support@trilumity.com immediately. A fee request on a DDP shipment is a carrier error, and we will resolve it directly with the carrier at no cost to you.
Your Rights Under the FTC Mail Order Rule
Under the FTC's Mail, Internet, or Telephone Order Merchandise Rule, if we cannot ship your order within the window promised on this page, we will notify you promptly with a revised date. You then have the right to either consent to the new date or cancel for a full, automatic refund. If we cannot meet the revised date either, we will cancel and refund you automatically unless you have expressly agreed to wait. You never need to fight for this refund — it is your legal right and our standing policy.
Lost, Stolen, or Missing Packages
If your tracking shows "delivered" but you cannot find the package, or tracking has stalled well past the delivery window, follow these five steps:
- Check the delivery area: porch, mailbox, side door, parcel locker, garage, and with household members or neighbors. Carriers sometimes mark packages delivered a few hours early.
- Wait 48 hours after the "delivered" scan — a surprising number of packages turn up in this window.
- Confirm your shipping address in your order confirmation email matches where you expected delivery.
- Contact the last-mile carrier (USPS, UPS, or FedEx — named in your tracking link) with your tracking number; local depots can often locate a scan.
- Email support@trilumity.com with your order number and what you found. We will open a trace with the carrier and, if the package is confirmed lost, send a replacement or issue a full refund.
Please report missing packages within 14 days of the last tracking event so carrier traces remain possible.
Address Changes and Failed Delivery
Need to fix an address? Email us within 24 hours of purchase — before dispatch we can usually update it; after dispatch we cannot. If a package is returned to the carrier as undeliverable because of an address error you made, we will contact you about reshipment; if you refuse delivery, our Refund and Returns Policy explains how refunds are handled in that case.
Questions
Email support@trilumity.com — we reply within 24 business hours, Monday–Friday. Phone: +1 (719) 345-1188 (voicemail monitored; callback within 1 business day).