This Shipping Policy explains the shipping scope, shipping rates, order processing times, estimated transit times, and handling of shipping exceptions that apply when you purchase furniture through raelluma.com.
1. Shipping Scope
We currently offer shipping to all 50 U.S. states, but actual delivery may be affected by the accessibility of the delivery address, the carrier's service area, and applicable shipping restrictions.
If you are unsure whether your address can be shipped to, please contact us to confirm before placing an order.
2. Shipping Rates
Standard shipping fees are calculated based on the order amount:
Orders under $64.99: A $5.99 standard shipping fee applies.Orders of $64.99 or more: Standard shipping is free.Orders totaling exactly $64.99 also qualify for free shipping. The applicable shipping fee will be displayed on the checkout page before you complete your order.
3. Order Processing Time
Orders are typically processed within 1-3 business days after successful submission and completion of necessary order verification.
Business days are Monday through Friday, excluding Saturdays, Sundays, and applicable non-business days.
Please note that order processing time and item transit time are calculated separately. If order information requires further confirmation, inventory issues arise, or other reasonable processing exceptions occur, order processing time may be extended. In the event of significant delays, we will provide you with relevant information where appropriate.
4. Shipping Methods and Estimated Transit Time
Depending on the order circumstances and delivery address, we may use the following carriers to arrange delivery:
FedExDHL ExpressUPSThe estimated transit time after an item ships is typically 5-8 business days.
Estimated times are as follows:
Order processing time: 1-3 business days.Transit time: 5-8 business days after shipment.Estimated total time: From order processing to item delivery, usually about 6-11 business days.The above times are estimates only and do not constitute a guaranteed delivery date. Actual delivery times may be affected by the delivery location, carrier operations, weather, holidays, customs inspection, and other factors beyond our control.
5. Taxes and Customs Clearance
Applicable taxes and customs clearance-related fees will be handled based on the fees included in the product price and the shipping arrangements applicable to your order. We will coordinate with the logistics service provider to assist with the required customs clearance procedures.
For taxes and customs clearance fees that are already included in the product price or covered by relevant arrangements, you will not need to pay twice.
The specific handling of taxes, import duties, and other government charges may vary depending on the delivery destination and the specific shipment. For applicable fees not covered by existing arrangements, we will handle them in accordance with relevant legal requirements and the terms disclosed in the order.
6. Order Tracking
After your order ships, you will typically receive a shipping confirmation email that provides a tracking number or tracking link (if applicable).
Tracking information may take some time to appear in the carrier's system and may not update in real time.
If you do not receive a shipping confirmation email, the tracking number does not work, or the logistics information has not updated for a long time, please send an email to hello@raelluma.com or call +81 475-22-4836 to contact customer service.
7. Shipping Delays
Severe weather, holidays, carrier operational disruptions, customs inspection, address issues, or other unexpected circumstances may cause shipping delays.
If the package has not been delivered after the estimated 5-8 business day transit time, please proceed as follows:
Check the latest logistics tracking information.If the logistics information has not updated for a long time, or the package is clearly delayed, please provide us with your order number and tracking number (if any).We will verify the available information and, if necessary, contact the relevant carrier to investigate the shipment.We will inform you of the next steps based on the specific circumstances and applicable policy. A shipping delay alone does not automatically entitle you to a refund or additional compensation.
8. Damaged Items, Lost Packages, or Non-Receipt of Items
If the furniture you received is damaged, the package appears to be lost, or the logistics show as delivered but you did not actually receive the item, please contact us as soon as possible.
To facilitate the investigation, please provide the following information as far as possible:
Order number.Tracking number (if any).A specific description of the issue.Photos of the damage and packaging (if applicable).We will verify the specific circumstances and, where appropriate, coordinate an investigation with the carrier. Depending on the investigation results, applicable law, and our Return and Refund Policy, available resolutions may include reshipping the item, a refund, or other appropriate handling.
Where reasonably practicable, please retain the original packaging and the damaged item during the handling of the issue. For reasonable shipping issues, you do not need to resolve the dispute with the carrier yourself before seeking help from us.
9. Shipping Address and Delivery Responsibility
When placing an order, customers are responsible for providing a complete and accurate shipping address and necessary delivery information.
If you discover that the address is incorrect, please contact us as soon as possible. Whether an address change is possible depends on the order processing status and whether the carrier permits the change. After an item has shipped, we cannot guarantee that all change requests will be successfully completed.
If a shipping exception occurs due to an incorrect address, incomplete information, or delivery failure, we will verify the issue based on the specific circumstances and communicate feasible resolutions with you.
If the package shows as delivered but cannot be found, appears to have been delivered to the wrong address, or may have been stolen or left in an unauthorized location, please contact us promptly. We will check the available logistics and delivery information and, where appropriate, coordinate an investigation with the carrier.
All shipping issues will be handled based on the specific circumstances, applicable law, and relevant policies. This policy does not limit any rights or responsibilities that cannot be excluded under applicable law.
10. Contact Us
If you have any questions about shipping scope, shipping fees, logistics tracking, or shipping delays, we recommend contacting us by email first so that you can provide order-related information. You may also call us during customer service hours.
Website: raelluma.com
Email: hello@raelluma.com
Phone: +81 475-22-4836
Mailing Address: 1756-14 Mutsuno, Mobara-shi, Chiba 297-0012, Japan
Customer Service Hours: Monday to Friday, 9:00 AM to 6:00 PM Eastern Time (ET).
We will do our best to answer your shipping questions promptly and assist with related shipping exceptions in a reasonable manner.