Shipping Policy
Every order leaves our warehouse inspected and properly packed. If something goes wrong in transit — damage, a package that never arrives, missing parts or the wrong item — here's exactly what to do.
All shipments originating from Lumenco are inspected and checked for proper packaging before they leave our warehouse. Once a package is handed to a carrier, however, damage and delays can still happen. This page explains what to do in each situation — and who to contact first.
Inspect Your Delivery Before You Sign
The single most important step happens at your door. Once you sign for a package, you are confirming that you received it in acceptable condition — which makes a carrier claim much harder to win.
Do Not Sign for a Damaged Package
If the box is crushed, torn, wet or the packaging looks unacceptable in any way, tell the delivery person before signing. You can refuse the delivery outright, or accept it and have the driver note the damage on the delivery record.
Take 30 seconds at the door and check for:
- ✓ Crushed or Punctured Boxes — dents, tears, holes or corners that have collapsed.
- ✓ Water or Staining — damp cardboard, watermarks or discolouration on any side of the box.
- ✓ Rattling or Loose Contents — audible movement or broken glass when the box is gently tilted.
- ✓ Correct Piece Count — the number of boxes delivered matches the number listed on the bill of sale or tracking.
- ✓ Resealed or Tampered Tape — packaging that has clearly been opened and taped shut again.
Take photos of the packaging before you unpack anything. Photos of the outer box, the shipping label and the damaged product are what a carrier claim is built on.
Damaged Merchandise Upon Receipt
Once a package leaves our warehouse in good condition, it is the carrier's responsibility to deliver it in that same condition. That is why a transit-damage claim is filed with the carrier, not with Lumenco. Follow these three steps in order:
Flag It at the Door
Advise the delivery person immediately, before signing. Refuse the package, or have the damage noted on the delivery record. Photograph everything.
Contact the Carrier
Find the carrier on your bill of sale or tracking notice and call them right away to open a claim. They will schedule an official inspection.
Tell Us
Email info@lumenco.ca with your order number, the claim number and your photos. We receive notice of the carrier's inspection and follow it through with you.
Keep the product, the original packaging and all packing material until the claim is fully closed. Carriers routinely require a physical inspection, and discarding the box can void the claim.
Identify Your Carrier & File a Claim
Lumenco ships through Flagship, which routes each order to the carrier best suited to your region and package size. That means the carrier on your order may not be the same as on your last one — always check your bill of sale or tracking notice first to confirm who is delivering, then contact that carrier directly.
Have This Ready Before You Call
- ✓ Tracking Number — from your shipping confirmation email or your Lumenco account.
- ✓ Lumenco Order Number — found on your order confirmation and bill of sale.
- ✓ Photos — the outer packaging, the shipping label and the damaged product.
- ✓ Delivery Date & Address — exactly as it appears on the shipping label.
Not sure which carrier handled your order? Check your tracking or contact our team and we'll confirm it for you.
Package Lost or Never Arrived
If tracking shows your order as delivered but the package isn't there, work through these steps before opening a claim — the large majority of "missing" packages are found in the first three.
- 1 Check the Full Tracking History — the carrier's scan often names the exact drop location, a safe place, or a nearby pickup point.
- 2 Look Around the Property — side and back doors, porches, garages, sheds, and behind gates or planters.
- 3 Ask Neighbours, Building Staff or Reception — in condos, offices and job sites, packages are frequently signed for by someone else on site.
- 4 Allow a Short Delay — packages are occasionally scanned as delivered slightly ahead of the actual drop-off. Give it up to 2 business days.
- 5 Open a Carrier Trace — still nothing? Call the carrier with your tracking number to start a trace, then email info@lumenco.ca with the file number so we can follow it on our end.
Missing Parts or Wrong Item Received
Not every delivery issue is damage. If your order arrived intact but isn't complete or isn't what you ordered, contact us directly — these are handled by Lumenco, not by the carrier.
Missing Items or Parts
Larger orders often ship in several boxes that arrive on different days — check your tracking for a second parcel before reporting anything missing. If a mounting kit, driver, glass shade or hardware bag is genuinely absent, email us your order number and a photo of everything you received.
Wrong Item Received
Received something you didn't order? Do not install it. Leave it unused in its original packaging and contact us with your order number, a photo of the product and a photo of the label on the box. We'll arrange the correction at no cost to you.
Report shortages or incorrect items as soon as you notice them. Products that have been installed, wired or modified can no longer be exchanged — see our Returns Policy for full conditions.
Refused or Undeliverable Shipments
Refusing a delivery is the right call when a package arrives visibly damaged. Refusing it for any other reason — or having it returned because the address was wrong or incomplete — is treated as a return and carries costs.
Redirect & Return Fees
If a package is returned to us or requires redirection because of an address error or missing information provided by the customer, the customer is responsible for the return shipping costs and/or reshipment fees. Verify your shipping address is complete and accurate before finalizing your order.
- ✓ Refuse Only for Visible Damage — a refused-but-undamaged shipment is processed as a return and is subject to our Returns Policy, including any restocking fee.
- ✓ Watch for Delivery Notices — carriers hold undelivered parcels for a limited time before returning them to sender. Arrange pickup or redelivery promptly.
- ✓ Update Your Address Early — if you spot a mistake after ordering, contact us immediately. Once a label is printed, changes may not be possible.
Delivery & Shipping FAQ
My package looks damaged. Should I accept it?
Tell the delivery person before you sign. You can refuse the package outright, or accept it and have the driver note the damage on the delivery record — but never sign a clean delivery record for a damaged box. Photograph the packaging before unpacking, then contact the carrier to open a claim and email info@lumenco.ca with your order number and photos.
I already signed, and found the damage after opening the box. What now?
Contact us and the carrier as soon as you discover it. Concealed damage claims are harder to win but not impossible — keep the product, the original box and all packing material exactly as they are, take photos of everything, and reach out right away. Discarding the packaging will almost always void the claim.
Why do I have to contact the carrier instead of Lumenco?
Every shipment is inspected and properly packaged before it leaves our warehouse. Once the carrier takes possession, delivering it in that same condition is their responsibility, and only they can perform the official inspection a claim requires. We stay involved throughout — we receive notice of the inspection and work with you until it's resolved.
Which carrier is delivering my order?
It varies. We ship through Flagship, which selects the carrier best suited to your region and package size — commonly UPS, Purolator, FedEx or Canada Post. Your bill of sale and shipping confirmation name the carrier and tracking number for that specific order. You can also check your tracking or ask our team.
Tracking says delivered, but I don't have the package.
Check the full tracking history for a drop location, look around the property (side doors, garage, behind gates), and ask neighbours, building staff or reception. Packages are sometimes scanned slightly ahead of the actual drop-off, so allow up to 2 business days. If it still hasn't turned up, call the carrier to open a trace and send us the file number.
Part of my order is missing.
Larger orders often ship in multiple boxes that can arrive on different days — check your tracking for a second parcel first. If something is genuinely absent, email info@lumenco.ca with your order number and a photo of everything you received, and we'll sort it out.
I received the wrong item.
Don't install it. Leave the product unused in its original packaging and contact us with your order number, a photo of the product and a photo of the label on the box. If the error is ours, we arrange the correction at no cost to you.
What happens if I refuse a delivery that isn't damaged?
It is processed as a return under our Returns Policy, including any applicable restocking fee, and return shipping costs may apply. The same is true if a package comes back to us because of an incorrect or incomplete address.
Is transit damage covered by the warranty?
No. Damage that happens in transit is handled through a carrier claim, as described on this page. The manufacturer's warranty covers defects in materials and workmanship, not shipping damage. If you're not sure which applies, contact us and we'll point you to the right process.
Problem With a Delivery?
Tell us what arrived and we'll take it from there — identifying your carrier, guiding the claim, and following it through until your order is right.
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