Order Help Center

Need help with an order? You're in the right place.

At Lunaavo, we want your shopping experience to be simple, convenient, and dependable—from choosing the right kitchen appliance to receiving your order and getting assistance afterward.

Whether you need to check an order's status, update delivery information, report a missing package, or request a return, our team is here to help you find the appropriate solution.

1. How Can We Help You Today?

Find assistance with the most common order-related questions.

Want to know where your package is?

Once your order has shipped, available tracking information may be sent to the email address provided during checkout.

You can use the tracking information to check your shipment's progress and estimated delivery status.

If your tracking details are missing or haven't updated, contact our support team with your order number.

Change or Cancel an Order

Made a mistake or changed your mind?

Contact us as soon as possible if you need to:

• Cancel an order.
• Correct a shipping address.
• Update contact information.
• Change product quantities.
• Request a different product.
• Remove an item from your order.

Changes and cancellations depend on the order's fulfillment status and applicable terms.

Need to return an item or check a refund?

Our support team can assist you with understanding return eligibility, obtaining return instructions, and checking the status of a refund.

Return eligibility, shipping costs, and refund timelines are governed by our published policy and applicable law.

Have questions about delivery?

We can help you understand available shipping information, shipment status, delivery delays, and carrier-related issues.

Received an item that isn't right?

Please contact us with your order number and a description of the problem.

Where practical, include photographs of the product and packaging to help us review your concern.

Our team will explain the applicable resolution options.

Experiencing a checkout error or billing issue?

We can assist with questions about:

• Unsuccessful payments.
• Pending transactions.
• Duplicate charges.
• Billing discrepancies.
• Order payment status.
• Refund processing.

Your order number helps our support team locate your purchase and provide more relevant assistance.

After placing an order, you should receive an order confirmation through the email address entered during checkout.

• Order number.
• Purchased products.
• Order total.
• Shipping and billing details.
• Other relevant purchase information.

Can't Find Your Confirmation Email?

1. Check your inbox for an email from Lunaavo.

2. Review your spam or junk folder.

3. Search your mailbox for your order confirmation.

4. Verify that you entered the correct email address at checkout.

5. Contact customer support if you still cannot locate your confirmation.

If you don't know your order number, provide the email address used during checkout and the approximate purchase date.

For security reasons, our team may need to verify your connection to the order before disclosing account or purchase details.

Your order may pass through several stages before delivery.

Your order has been submitted and is awaiting or undergoing the relevant processing steps.

Processing

Your order is being prepared for fulfillment. This may include payment verification, product availability checks, packaging, or shipment arrangements.

Shipped

Your order has been dispatched or handed over to the shipping carrier.

Tracking information may become available once the carrier processes the shipment.

The carrier has indicated that the package is scheduled for a delivery attempt.

Delivered

The carrier has reported that the package was delivered.

Canceled

Your order has been canceled. Any payment collected will be handled according to the applicable cancellation and refund requirements.

Note: These are general descriptions. The exact status labels displayed on your order or tracking page may differ.

Tracking updates are provided by the shipping carrier and may not appear immediately.

A shipping label may be created before the carrier performs its first scan.

If tracking information is unavailable or has stopped updating:

• Confirm that you're using the correct tracking number.
• Check the carrier's tracking website.
• Review the latest shipment notification.
• Contact Lunaavo if the issue continues.

Our support team can review available shipment information and assist with the next steps.

We understand that delivery delays can be inconvenient.

Shipping estimates may be affected by carrier schedules, product availability, weather, holidays, and other transportation circumstances.

If your order appears delayed, please contact us with your order number.

We'll review the available information and explain the applicable options.

If we cannot ship your order within the promised timeframe, we will provide any delay notices, cancellation options, and refunds required by applicable law.

For additional information, review our Shipping & Delivery Policy.

If tracking shows that your package was delivered but you cannot locate it, please:

1. Confirm the shipping address on your order.

2. Check around your delivery location.

3. Review any available delivery photographs.

4. Ask household members or building management, if applicable.

5. Contact the carrier for delivery details.

6. Notify Lunaavo if the package remains missing.

Please provide your order number and tracking details.

Our team will review the available information and assist with an appropriate resolution based on the circumstances and applicable law.

If your kitchen appliance or another product arrives damaged, please contact us promptly.

To help us review the issue, include:

• Order number.
• Product name and model.
• Description of the damage.
• Photographs of the product, where practical.
• Photographs of the shipping packaging, if available.

Keep the packaging and included accessories where reasonably possible until you receive further instructions.

Safety Reminder: Do not operate electrical, gas-powered, or other appliances that appear unsafe or seriously damaged.

We will review the concern and explain any available repair, replacement, return, or refund options.

If the item you received does not match your order, please email info@lunaavo.us.

Include your order number, the name of the product ordered, and details of the item received.

Photographs may help us identify the discrepancy.

Our team will review the issue and explain the appropriate next steps.

Some orders may be shipped in multiple packages.

If you receive only part of your order, review your shipping confirmation and tracking information to check whether additional packages are still in transit.

If you believe an item is missing, contact us with your order number and the details of the missing product.

We'll help review the shipment information.

If you've entered an incorrect shipping address, contact us immediately.

• Order number.
• Original shipping address.
• Corrected shipping address.
• Contact information.

Address modifications may be possible before shipment.

Once a package has been dispatched, changes may depend on the carrier's restrictions and cannot be guaranteed.

Please review your address carefully before completing checkout.

We understand that circumstances can change after placing an order.

To request cancellation, email info@lunaavo.us with your order number.

Our team will check whether the order can still be canceled.

If the order has already shipped, return procedures may apply instead.

For complete details, visit our Order Cancellation Policy.

If you would like to return or exchange an eligible product, contact our support team before shipping it.

• Order number.
• Product name.
• Reason for the request.
• Relevant photographs, if applicable.

Our team will review the request and provide the appropriate instructions.

Return eligibility, fees, and exchange options depend on our applicable policies and legal requirements.

13. Where Is My Refund?

If you're waiting for a refund, the processing timeframe may depend on the reason for the refund, its approval status, and your payment provider.

Approved refunds are generally issued to the original payment method, unless otherwise agreed or required by law.

If a communicated refund timeframe has passed, contact our support team with your order number.

We'll review the available refund information and assist you.

Sometimes a payment provider or bank may display a pending authorization even if an order was not completed.

A pending authorization is not necessarily a completed payment.

Before attempting checkout again, check whether you received an order confirmation.

If you're uncertain whether your payment succeeded, contact our team.

Please never share your full payment card number, PIN, password, or security code with customer support.

Need help with a product after delivery?

We can assist with available warranty information, product documentation, manufacturer support resources, and applicable product-related concerns.

Warranty terms vary by product and manufacturer.

Please provide the product name, model number, order number, and a description of the issue.

Some kitchen appliances require special handling because of their dimensions, weight, or installation requirements.

Depending on the product, delivery may involve a specialized carrier.

Installation, unpacking, removal of existing appliances, or in-home placement should not be assumed unless expressly included in the purchase terms.

If you have questions about the delivery requirements for a large appliance, contact us before placing an order.

Our team is available to assist with questions about orders, shipping, payments, returns, and product concerns.

2221 Shattuck Ave.

Berkeley, CA 94704

• Your order number, if available.
• The email address used during checkout.
• A short description of your question or concern.
• Product information, if relevant.
• Supporting photographs or tracking information, where helpful.

Please do not include passwords, complete payment card numbers, or other sensitive financial credentials.

Some inquiries may require additional investigation or follow-up during regular business hours.

At Lunaavo, our goal is to make it easier for customers to get the information and assistance they need.

Whether you're waiting for a delivery, checking a refund, or asking about a product, we're committed to providing clear communication and helpful support.

Have an Order Question?

Lunaavo — Bringing More to Your Kitchen.