Shipping policy
SHIPPING POLICY
Last updated: August 4, 2026
ORDER PROCESSING
Lustera Naturals products are handcrafted in small batches in Guelph, Ontario. We aim to prepare most orders within 2 to 5 business days, excluding weekends and statutory holidays.
Processing times may be longer during sales, holidays, markets, product launches or periods of high order volume. If a significant delay affects your order, we will contact you using the information provided at checkout.
SHIPPING DESTINATIONS AND RATES
Available shipping destinations, delivery methods and shipping charges are displayed at checkout based on your delivery address.
We offer free standard shipping on qualifying orders over $120 CAD within Canada. The qualifying amount is calculated after discounts and before taxes.
DELIVERY ESTIMATES
Estimated delivery times shown at checkout begin after the order has been processed and handed to the carrier.
Delivery estimates are provided by the carrier and are not guaranteed. Weather, service interruptions, remote destinations, holidays, customs processing and other circumstances outside our control may cause delays.
TRACKING INFORMATION
When tracking is available, you will receive a shipping-confirmation email containing the tracking details after your order has been dispatched.
Tracking information may take up to 48 hours to update after the carrier receives the package.
DELIVERY ADDRESS
Customers are responsible for providing a complete and accurate delivery address at checkout.
Please review your address carefully before submitting your order. If you notice an error, contact hello@lusteranaturals.ca as soon as possible. We cannot guarantee that an address can be changed after an order has been prepared or shipped.
Additional shipping costs caused by an incorrect or incomplete customer-provided address may be the customer’s responsibility.
LOCAL PICKUP
Local pickup is available in Guelph by appointment only.
Please wait until you receive confirmation that your order is ready before arranging pickup. The pickup location and instructions will be provided privately after the appointment has been confirmed.
Please do not arrive without an appointment.
LOCAL DELIVERY
Local delivery may be available for eligible addresses in and around Guelph and the Kitchener–Waterloo–Cambridge region.
Availability, applicable charges and delivery options will be confirmed at checkout or directly by Lustera Naturals. Delivery arrangements must be confirmed before an order is considered scheduled.
MISSING OR DELAYED PACKAGES
If your package is delayed, first check the tracking information and contact the shipping carrier for an update.
If tracking shows the package as delivered but you cannot locate it, please:
• Check around the delivery location
• Ask household members or neighbours
• Contact the carrier
• Email hello@lusteranaturals.ca with your order number and tracking information
We will assist with the available information and any carrier investigation. Lustera Naturals cannot guarantee the replacement or refund of a package confirmed as correctly delivered by the carrier, except where required by applicable law.
DAMAGED OR INCORRECT ORDERS
Please inspect your order when it arrives.
If your order is damaged during delivery or you receive an incorrect product, contact hello@lusteranaturals.ca as soon as possible. Include your order number and clear photographs of the product, packaging and shipping label so we can assess the issue and make it right.
Further information is available in our Return and Refund Policy:
https://lusteranaturals.ca/policies/refund-policy
WEATHER-SENSITIVE PRODUCTS
Some handcrafted personal-care products may be affected by extreme heat or cold during transportation.
We may adjust packaging or delay dispatch when severe weather could materially affect product quality. Please retrieve delivered packages promptly and store products according to their label instructions.
Changes caused by temperature during shipping do not necessarily make a product unsafe or unusable. If you are concerned about the condition of a delivered product, contact us with photographs before using it.
INTERNATIONAL ORDERS
Where international shipping is available at checkout, customers are responsible for any customs duties, import taxes, brokerage charges or other fees imposed by the destination country.
International orders may experience customs delays. Lustera Naturals cannot control customs-processing times or fees.
CONTACT US
For questions about shipping, delivery or local pickup, contact:
Lustera Naturals Inc.
Email: hello@lusteranaturals.ca
Phone: +1 365-773-3779
Business location: Guelph, Ontario, Canada
Local pickup and in-person visits are available by appointment only.