Frequently Asked Questions
General Questions
(Q) What is Lurivia?
(A) Lurivia is an online store specializing in hardware accessories, tools, and workshop essentials for home projects, repairs, maintenance, DIY activities, and everyday hands-on tasks.
(Q) What products does Lurivia offer?
(A) Our store features products across two main collections: Power & Hand Tools and Hardware & Workshop Essentials.
(Q) Where does Lurivia ship?
(A) Lurivia currently ships orders to addresses within the United States.
(Q) Do you offer free shipping?
(A) Yes. Lurivia currently offers Free Shipping on eligible orders within the United States.
Orders & Payment
(Q) How can I place an order?
(A) Browse our products, select the item you want, add it to your cart, and complete the checkout process by providing the required shipping and payment information.
(Q) What payment methods do you accept?
(A) We accept the secure payment methods displayed during checkout. Card payments are securely processed through Stripe.
(Q) When will my order be processed?
(A) Orders are typically processed within 3–4 business days after payment has been successfully confirmed.
(Q) Will I receive an order confirmation?
(A) Yes. After your order has been successfully placed and payment has been confirmed, an order confirmation will be sent to the email address provided during checkout.
(Q) What should I do if my payment is declined?
(A) Please verify your payment information and try again. If the issue continues, contact your payment provider or our customer support team for assistance.
Shipping & Delivery
(Q) How long does delivery take?
(A) Orders typically require 3–4 business days for handling, followed by approximately 5–8 business days of transit. The total estimated delivery timeframe is 8–12 business days.
(Q) What is your order cut-off time?
(A) Our daily order cut-off time is 5:00 PM (EST -5:00), Monday – Friday. Orders placed after the cut-off time generally begin processing on the next available business day.
(Q) Which shipping carriers do you use?
(A) Depending on the destination and availability, orders may be shipped through trusted carriers such as USPS or UPS.
(Q) Can I track my order?
(A) Yes. Once your order has been shipped, tracking information will be provided when available. You can use the tracking information to monitor your shipment.
(Q) What if my order is delayed?
(A) Delivery may occasionally be delayed because of carrier operations, weather, public holidays, high shipping volumes, or other circumstances beyond our control. If your order is significantly delayed, please contact our support team at Support@lurivia.shop.
(Q) What if I entered the wrong shipping address?
(A) Contact us as soon as possible at Support@lurivia.shop. We will try to assist if your order has not yet been shipped. Once an order has been dispatched, changes may no longer be possible.
Returns & Refunds
(Q) Does Lurivia accept returns?
(A) Yes. Eligible products may be returned according to the conditions outlined in our Return & Refund Policy.
(Q) How long do I have to request a return?
(A) Return requests must generally be submitted within 30 days from the date your order is delivered.
(Q) Can I return an item because I changed my mind?
(A) Change-of-mind or personal-preference returns are generally not accepted after an order has been processed or shipped. Please contact our support team as soon as possible if you change your mind before shipment.
(Q) What if I receive a damaged, defective, or incorrect product?
(A) Contact us as soon as possible and provide your Order Number along with clear photos showing the issue. Our team will review your request and provide the appropriate assistance.
(Q) Who pays for return shipping?
(A) Customers are generally responsible for return shipping costs. However, if the product was damaged, defective, or incorrect because of an error by Lurivia, we will cover the applicable return shipping cost according to the approved return instructions.
(Q) Does Lurivia offer exchanges?
(A) No. Lurivia does not offer direct exchanges. If you need a different product, you must first return the eligible item according to our Return & Refund Policy. After the return process is completed and any applicable refund is issued, you can place a new order for the product you want.
(Q) How long does a refund take?
(A) Approved refunds are generally processed within 10 business days after the returned product has been received and inspected. Your payment provider or financial institution may require additional time to make the funds available.
(Q) Do you charge a restocking fee?
(A) No. Lurivia does not charge a restocking fee for approved returns. The restocking fee is $0.00.
Customer Support
(Q) How can I contact Lurivia?
(A) You can contact our support team by email at Support@lurivia.shop. You may also use the Contact Us form available on our website.
(Q) What are your customer support hours?
(A) Our customer support team is available Monday – Friday, 9:00 AM – 5:00 PM (EST -5:00). We are closed on Saturdays and Sundays.
(Q) Do you offer Live Chat support?
(A) Live Chat may be available during our regular business hours. If Live Chat is unavailable, you can contact us by email or through our Contact Us form.
(Q) How quickly will you respond to my message?
(A) We aim to respond to customer inquiries as quickly as possible during our regular business hours. Messages received outside business hours, on weekends, or on public holidays will be reviewed on the next available business day.
(Q) Where is Lurivia located?
(A) Our business location is 335 Central Ave, Jersey City New Jersey 07307, United States.
(Q) How can I get help with a product before ordering?
(A) If you have questions about a product, its features, availability, or suitability for your project, contact us at Support@lurivia.shop before placing your order. Our team will be happy to assist you.