Frequently Asked Questions

Products & Choosing the Right Pillow

Which Lumio pillow should I choose?

Choose a pillow based on how and where you plan to use it:

  • Lumio Cervical Memory Foam Pillow: Designed for everyday sleep comfort and neck support.

  • Lumio Elevate Wedge Pillow: Suitable for reading, relaxing, working in bed, or elevating the upper body or legs.

  • Lumio 360 Travel Neck Pillow: Designed to provide comfortable neck support while traveling, commuting, or resting on the go.

Please review the dimensions, features, and care instructions on each product page before ordering.

Are Lumio pillows medical devices?

No. Lumio pillows are designed for general comfort and postural support. They are not medical devices and are not intended to diagnose, treat, cure, or prevent any medical condition.

If you have a medical condition, injury, ongoing pain, or specific health concern, please consult a qualified healthcare professional before using a new support pillow.

What are Lumio pillows made from?

Materials vary by product. Please check the Product Details section on the individual product page for information about the pillow filling, outer cover, and other components.

How do I care for my Lumio pillow?

Care instructions vary by product. Always review the care information on the product page and any instructions included with your order.

When a removable cover is provided, remove it before washing. Do not place the foam core in a washing machine unless the product instructions specifically state that it is washable.

Will a new memory foam pillow have an odor?

A mild “new foam” scent may be present when a memory foam pillow is first opened. This usually decreases after the pillow is unpacked and aired in a well-ventilated area.

How long does a pillow take to expand after opening?

If your pillow arrives compressed, allow it time to return to its intended shape after unpacking. Expansion time may vary depending on the product, temperature, and storage conditions.

Please follow any instructions included with your order before using the pillow.

Orders & Payments

What payment methods do you accept?

Available payment methods are displayed securely at checkout. Depending on your device and location, these may include major credit cards, PayPal, Shop Pay, Apple Pay, or Google Pay.

Is checkout secure?

Yes. Payments are processed through Shopify’s secure checkout. Lumio does not directly store your complete payment card details.

Will I receive an order confirmation?

Yes. After your order is placed successfully, an order confirmation will be sent to the email address provided at checkout.

Please check your spam or junk folder if you do not see the confirmation email. Also confirm that the email address entered during checkout is correct.

Can I change or cancel my order?

Contact us as soon as possible at lumioshopsupportt@gmail.com.

We will try to accommodate your request, but we cannot guarantee changes or cancellations after an order has entered processing or fulfillment. Once an order has shipped, it cannot be canceled.

Can I change my shipping address?

If your order has not yet shipped, contact us immediately with your order number and the correct address.

We cannot guarantee that an address can be changed after processing has begun. Customers are responsible for entering a complete and accurate delivery address at checkout.

Shipping & Delivery

Where does Lumio ship?

Lumio currently ships to eligible addresses within the United States. Shipping availability is confirmed at checkout based on your delivery address.

How much does shipping cost?

Shipping rates are calculated and displayed at checkout before you complete payment. Rates may vary based on your address, package size, order weight, and selected shipping method.

Any applicable free-shipping promotion will be displayed on our website or automatically applied at checkout.

How long does shipping take?

Orders are typically processed within 1–3 business days. After shipment, standard delivery generally takes approximately 3–8 business days.

These timeframes are estimates and do not include weekends or federal holidays. Delivery may be affected by severe weather, carrier delays, holidays, incorrect addresses, or other circumstances beyond our control.

How can I track my order?

When tracking is available, you will receive a shipping confirmation email with a tracking number or tracking link.

Please allow up to 48 hours for the carrier’s tracking information to update.

What should I do if my tracking has not updated?

Allow up to 48 hours after receiving your shipping confirmation for tracking activity to appear.

If your tracking information still has not updated, email us at lumioshopsupportt@gmail.com with your order number.

What if my package is marked as delivered but I cannot find it?

Please:

  1. Confirm that the delivery address is correct.

  2. Check your mailbox, front door, side entrance, reception desk, and other secure areas.

  3. Ask household members, neighbors, or building staff whether they accepted the package.

  4. Allow up to 24 hours, as some carriers mark packages as delivered shortly before completing delivery.

  5. Contact the shipping carrier for additional delivery information.

If you still cannot locate the package, contact us with your order number and tracking information.

Returns & Refunds

What is your return policy?

Eligible products may be returned within 30 days after delivery.

To qualify for a return, the item must be unused, in the same condition in which it was received, and in its original packaging. Proof of purchase is required.

Please review our Refund Policy for complete eligibility requirements.

How do I start a return?

Email lumioshopsupportt@gmail.com with:

  • Your order number

  • The reason for the return

  • Photographs, if the product is damaged, defective, or incorrect

If your return is approved, we will provide the appropriate return address and instructions by email.

Please do not send an item back before receiving return approval and instructions.

Are used pillows eligible for return?

For hygiene and safety reasons, pillows that show signs of use may not be eligible for return. Products must be unused, in their original condition, and returned with their original packaging unless the item arrived damaged, defective, or incorrect.

Do you offer exchanges?

Contact us if you would like a different product. Depending on the circumstances, you may need to return the original item and place a separate order for the replacement.

When will I receive my refund?

After an approved return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds are issued to the original payment method within 10 business days. Your bank or card provider may require additional time to process and post the refund.

What if my order arrives damaged, defective, or incorrect?

Contact us as soon as possible at lumioshopsupportt@gmail.com. Please include:

  • Your order number

  • A description of the problem

  • Clear photographs of the item

  • Photographs of the packaging and shipping label

We will review the information and help resolve the issue.

Contact Lumio

How can I contact customer support?

For questions about products, orders, shipping, or returns, email us at:

lumioshopsupportt@gmail.com

Please include your order number when contacting us about an existing order so we can assist you more efficiently.

About Our Products

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Lumio products are crafted with a commitment to clean, natural ingredients and premium quality. We carefully source each ingredient for its efficacy and purity, ensuring every product supports your wellness journey without unnecessary additives, fillers, or harsh chemicals.

Yes — our formulas are developed to be gentle and effective for a wide range of needs. However, if you have specific sensitivities or medical conditions, we recommend consulting with a healthcare professional before use.

No. Lumio is proudly cruelty-free. We never test our products on animals, and we work only with suppliers who share the same values.

We prioritize clean formulations. Where fragrance is used, we opt for natural essential oils. Our products are free from parabens, sulfates, and synthetic preservatives wherever possible. Full ingredient lists are available on each product page.

Orders & Payments

We accept all major credit and debit cards, as well as PayPal and other secure payment options available at checkout. All transactions are encrypted and processed securely.

We process orders quickly to ensure fast delivery. If you need to make a change, please contact us as soon as possible after placing your order. Once an order has been fulfilled and shipped, we are unable to make modifications.

Yes — a confirmation email will be sent to you immediately after your order is placed. Please check your spam or junk folder if you don't see it within a few minutes.

Returns & Refunds

We want you to love your Lumio products. If you're not completely satisfied, we accept returns of unused, unopened items within 30 days of purchase. Please contact our support team to initiate a return.

For hygiene and safety reasons, opened or used wellness products cannot be returned unless they are defective or damaged upon arrival.

Once we receive and inspect your return, refunds are typically processed within 5–10 business days. The amount will be credited back to your original payment method.

Product Usage & Safety

Store products in a cool, dry place away from direct sunlight and heat. Keep out of reach of children. Specific storage instructions are listed on each product label.

We recommend consulting your healthcare provider before using any new wellness product during pregnancy or while breastfeeding, as individual needs and sensitivities can vary.

Our team is here to help. Reach out to us and we'll get back to you as soon as possible.