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As each LumiPaw piece is a custom work of art featuring your unique pet, we cannot resell retdisplay pieceed items. However, your peace of mind is our top priority. We offer a 14-day satisfaction guarantee from the date you receive your order.
You may cancel your order within 6 hours of placement for a full refund — no questions asked. After 6 hours, production begins on your custom piece: if production has started but your item has not yet shipped, we can offer a partial refund covering shipping costs plus 50% of the production cost. Once your order has shipped and a tracking number has been issued, cancellation is no longer possible. In that case, please refer to our retdisplay piece and satisfaction options above.
If your item arrives damaged during shipping, has an electronic fault (e.g. LumiBox LED not working), or has a printing error, please contact us at support@jameshub.org with photos within 14 days of delivery. We will rush a free replacement to you at no extra cost — no need to retdisplay piece the damaged item.
If you are not satisfied with your custom art for personal reasons (e.g. chose the wrong style or simply changed your mind), we offer two options within 14 days of delivery: Option A — Free Remake: We will work with you to create a new version of your artwork until you are completely satisfied, at no additional cost. Option B — Partial Refund: If you prefer a monetary resolution, we offer a 30% partial refund of your order total. Photo evidence of the issue is required, and this option is limited to one claim per customer account. If store credit is offered during the resolution process, it is valid for 365 days from the date of issue.
To initiate a retdisplay piece or exchange, please contact our support team at support@jameshub.org with your order number and a description of the issue. Our team will assess your situation and, if a retdisplay piece is warranted, issue you an RMA (Retdisplay piece Merchandise Authorization) number along with specific retdisplay piece instructions and our Windsor, Ontario shipping address. Important: Retdisplay pieces sent without a valid RMA number cannot be accepted or processed. Refunds are processed within 5–7 business days to your original payment method once the retdisplay piece is approved.
Once a tracking number has been generated and the package has entered the international shipping network, the order cannot be intercepted or cancelled due to the nature of cross-border logistics. Items damaged due to misuse, negligence, or unauthorized modifications are not eligible for retdisplay pieces. Crystal-Soul products that have been used to store personal items (fur or keepsakes) in the inner chamber cannot be retdisplay pieceed for hygiene reasons.
Because some of our products contain lithium batteries and are shipped via specialized secure channels, delivery times may vary due to customs clearance and carrier scheduling. Shipping delays alone do not qualify for a refund. Estimated delivery is 30–45 natural days from the date of order.
We guarantee delivery. If your package is officially declared lost by the shipping carrier (no tracking update for 60+ days), we will ship a replacement immediately at no extra cost. Please contact us at support@jameshub.org with your order number.
LumiPaw operates a North American Service Center in Windsor, Ontario, Canada. All retdisplay pieces and after-sales inquiries are handled by our local team, ensuring fast and caring support for our customers.
If you have any questions about our retdisplay piece policy or need assistance, please contact us at support@jameshub.org. We respond within 12 hours. Your healing jodisplay pieceey matters to us, and we will do everything we can to make it right.