Shipping and Returns

What is your shipping policy?

We ship to most countries in the world, except for those where it isn’t legal to do so. Lumatone is rather large and expensive to ship, and we’ve worked hard to bring you excellent shipping rates depending on where you live, using either UPS, FedEx, or Aramex.

When you order a Lumatone, your estimated delivery window is displayed on the ordering page. As a hand built instrument, the time it takes to build and ship your Lumatone can range anywhere from a few days to several weeks, depending on when in our production cycle you make your purchase. For the most part, we have gotten quite good at hitting these targets or even beating them, but occasionally, orders may ship a little late. Our team works extremely hard every day (and some nights!) to keep things on track, but issues out of our control (such as supply chain or shipping constraints) can surprise us and cause the occasional delay. Please take this into consideration before placing your order. Our delivery estimates are just that: estimates! Your order will always be shipped in the order our customers purchased them, and we’ll always do our best to avoid delivery delays. We have a rigorous quality assurance process, and we will always err on the side of being late if we think there’s any chance your Lumatone will be delivered in anything less than perfect condition. Thank you for your understanding and patience as we build your instrument!

How do duties and sales tax work?

We only directly charge sales tax to those in Canada, as we are based there. Canadians will be charged according to their provincial sales tax rate. We don’t charge any taxes to those outside of Canada, but be aware that depending on the country you live in, you may be charged duty or taxes upon importing Lumatone into your country. We can’t be responsible for those charges, and we encourage you to look into how your country works when importing electronic musical instruments from Canada.

Repairs, Returns, and Refunds

Lumatone is build-to-order. Customers who order a Lumatone can request a partial refund if it is before their instrument has entered the final assembly phase. In these cases, because of our manufacturing process, we must retain a US$950 cancellation fee if you choose to do this, but we will refund the remainder of the purchase price within 30 days of the request. Due to the small batch nature of the instrument, if your Lumatone has already entered the final assembly phase, we cannot cancel your order from that point forward. Please be sure you want a Lumatone before you order! They are expensive and complicated to build, and we begin building them from the moment you place your order.

Once you’ve received it, if there is anything wrong with the condition of your new Lumatone, we back every instrument with a 3-Year Warranty against manufacturer defects. Your Lumatone is guaranteed to be in new condition and functioning perfectly upon arrival, and if it isn’t, it will be replaced or repaired at no additional cost.