FAQs

How do I get free shipping?

We offer free shipping on orders over $75, excluding orders to Alaska, Hawaii, and other non-contiguous U.S. locations. The promotion code must be added to your cart at checkout to apply. In addition, free shipping is applied to the order subtotal after discounts (and before oversized item fees, shipping fees, and taxes).

Where do you ship in the U.S.?

Domestically, we ship to the 50 U.S. States. We strive to get your purchase to you as quickly as possible. Most orders shipping within the continental U.S. arrive within 3 to 5 business days of successful payment processing.

Can I ship to a P.O. Box or an APO/FPO address?

Yes. Please enter either an APO or FPO in the “City” field. All APO/ FPO orders will be shipped at our Standard Shipping speed.

What are your shipping options?

We offer three shipping service levels: Standard, Expedited, and Rush. Please note the following:

How do I track my order?

We’ll send you a shipping confirmation email when your order ships. This email contains your package tracking number and the parcel carrier handling your shipment. You’ll be able to track your package by clicking on a button in that email. You can also check the status of your order anytime by first signing into our site then going to the Account Details section. Go to Order History, then Order Details to find information on the shipping method and the tracking number. Should you have any additional questions about your order please contact with us or give us a call at 1-800-432 276 25 68.

Will my order arrive in one package?

If your order includes several items, they may ship separately and at different times. To deliver your purchases to you as quickly and efficiently as possible, items that ship from the same location are grouped together. This could result in part of your order arriving at a different time, but still within the expected delivery window.

When will I receive my order?

We process and ship packages Monday through Friday by 1 p.m. (ET). At this time, we do not ship on Saturday, Sunday, or holidays. Please note that most items (except those that require personalization) ship within one business day of successful payment processing.

What is the Oversized Item fee?

Certain very large or very heavy items are subject to an oversized item fee of $10-$15, (or $20 for a handful of SUPER oversized items).

How do I return a defective product?

If the item you wish to return is inoperable but has no apparent damage, it is considered defective. Please call us at 1-432-276 25 68 to arrange for the repair or replacement.

How do I return a damaged product?

Accidents happen, unfortunately. Damaged merchandise includes items that have been damaged in shipping. If a shipment arrives at your door with apparent shipping damage, please refuse the delivery. If you have already accepted delivery and then find shipping damage, please contact us immediately. It’s helpful to save all packaging material and paperwork.

How come I can’t check out? The error message says something is wrong with my cart.

Sometimes, between the time you placed the toys in your shopping cart and the time you go to check out, one or more of the items may have sold out. Please go to your shopping cart and choose “View Cart.” You will then see all the toys you have selected Please check to see if any are no longer available. If so, remove the out-of-stock toy, refresh, and voila! You should be ready to proceed.

Was my credit card charged twice?

When you are placing your order, your bank or PayPal may place an authorization on your account. It’s just a hold of funds until we can complete the order process. The funds are captured (charge completed) as the order is processed for shipment. Please check with your bank if the authorization hasn’t been dropped off yet.

Why isn’t my promo code working?

Please be sure that the order you have selected are included in the promotion category (details on the current promotion will be on our website)—only one promo code per order.

How do I know my order was placed?

As soon as you have completed the check-out process, your order number (P0 plus seven additional digits) should appear on your screen. If you missed seeing that, please check your email for the official confirmation. If you do not see the email, please check your spam folder.

Why does the order say it’s closed but I have not received my shipment yet?

“Closed” simply means your order has been processed and shipped. Once FedEx has scanned the package, you should receive an email with the tracking.

Can I cancel or adjust my order?

We do our best to fulfill orders as quickly as possible. Once your order is submitted it cannot be canceled or changed.

Does LUNA RETAIL take orders over the phone?

For your financial protection, we are unable to take your order over the phone. If you experience an issue when placing your order on our website, please call and let us know the error message you have received. We will try to troubleshoot for you and get things back on track.

Why does it say my address is out of range?

Some new or rural addresses are simply not recognized by the computer system. Please put the street address on Line 1 of the address field and then type General Delivery on Line 2 of the address field…that should do the trick!

The tracking info says “scheduled pending”; what does this mean?

Scheduled Pending delivery could simply imply that your package is at the station and is awaiting its turn to get scanned into a vehicle and then dispatched. If it doesn’t show any movement for more than a few days, please call the carrier for the status of your shipment.