ORDERS & SHIPPING
Q1. How long does shipping take?
Q1. How long does shipping take?
Most orders are processed within 1-3 business days.
Delivery typically takes 5–7 business days.
Q2. Do you offer expedited shipping?
Q2. Do you offer expedited shipping?
We currently offer standard shipping. For rush delivery, please email us and we’ll try to accommodate your needs.
Q3. Where are your warehouses located?
Q3. Where are your warehouses located?
All our products are shipped from: 9935 Beverly Blvd Unit 3, Pico Rivera, CA 90660, 1-3 days to start processing order information.
Q4. How can I track my order?
Q4. How can I track my order?
As soon as your order ships, you'll receive an email with your tracking link.
Q5. Do you ship internationally?
Q5. Do you ship internationally?
Currently, we ship within the United States. For international requests, contact us at support@lucears.com.
Q6. What should I do if my package is lost?
Q6. What should I do if my package is lost?
If your order hasn't arrived within the expected timeframe, please reach out—we’ll contact the carrier and resolve the issue.
RETURNS & WARRANTY
Q7. What is your return policy?
Q7. What is your return policy?
We offer a 30-day return policy for unused items in original packaging. Contact us to initiate a return.
Q8. Are return shipping fees covered?
Q8. Are return shipping fees covered?
Return shipping is the responsibility of the customer unless the item is defective or damaged.
Q9. How do I request a replacement for a defective product?
Q9. How do I request a replacement for a defective product?
Email us within 48 hours of delivery with your order number and photos. We’ll process your replacement quickly.
Q10. How long is your warranty?
Q10. How long is your warranty?
Most of our products come with a 1-year limited warranty. Certain components may carry different terms—check individual product pages.
Q11. What does the warranty cover?
Q11. What does the warranty cover?
Warranty covers manufacturing defects, not misuse, improper storage, or accidental damage.
Q12. Can I exchange my item for a different model?
Q12. Can I exchange my item for a different model?
We can accept exchanges for unopened products within 30 days. Contact us for assistance.
SETUP & USE
Q13. Is setup difficult?
Q13. Is setup difficult?
Not at all! Our products are designed for quick, no-tool assembly. Most setups take less than 5-20 minutes.
Q14. Are there manuals or videos to help with setup?
Q14. Are there manuals or videos to help with setup?
Yes, setup guides and videos are available on each product page. You can also contact support for help.
Q15. Can I disassemble the product for storage?
Q15. Can I disassemble the product for storage?
Yes, most of our products are designed to be portable and easy to take apart for storage or travel.
Q16. What safety standards do your products follow?
Q16. What safety standards do your products follow?
We comply with international safety certifications (RoHS, CE, etc.) and use only body-safe materials.
Q17. Can I use your products every day?
Q17. Can I use your products every day?
Yes! Our products are built for safe daily use. However, we recommend following the usage guidance included with each item.
Q18. Are your devices suitable for people with health conditions?
Q18. Are your devices suitable for people with health conditions?
While our products are generally safe, we recommend consulting a healthcare provider before use if you have any pre-existing conditions.
CUSTOMER SUPPORT
Q19. How can I contact support?
Q19. How can I contact support?
Email us at support@lucears.com or use the contact form on our site. We respond within 24 hours during business days.
Q20. What are your support hours?
Q20. What are your support hours?
Our support team operates Monday-Friday, 9 AM-5 PM EST. We aim to respond to all inquiries within 1 business day.
Q21. Do you offer live chat?
Q21. Do you offer live chat?
Yes, live chat is available on our website during business hours. You’ll see the chat bubble in the bottom right corner.
Q22. I made a mistake on my order—can I change it?
Q22. I made a mistake on my order—can I change it?
If your order hasn’t shipped yet, we’ll gladly help modify the order. Email us ASAP with your order number.
ABOUT LUCEARS
Q23. What is Lucears?
Q23. What is Lucears?
Lucears is a wellness brand focused on recovery tools like red light therapy and cold therapy. Founded in 2021, we aim to bring professional-grade solutions into everyday homes.
Q24. What makes you different from other wellness brands?
Q24. What makes you different from other wellness brands?
We combine evidence-backed design, premium materials, and factory-direct pricing—without the inflated retail markups.
Q25. Are you a U.S.-based company?
Q25. Are you a U.S.-based company?
We operate with a global team and ship from U.S. fulfillment centers. Our goal is to deliver high-quality recovery tools quickly and reliably to customers across the U.S.