Customer Care Policy

Effective date: February 8, 2026

This policy explains order changes, cancellations, delivery issues, and related support requests.

Company: Luva Wellness Inc. (British Columbia)
Support (email only): Hello@luvawellness.com
Mailing address: 315-41328 Skyridge Place, Squamish, BC V8B 1A4, Canada

1) Order Changes

Email us as soon as possible with your order number. We can only make changes if your order has not entered fulfillment or shipped. Once an order is in fulfillment or has shipped, we cannot change the address, contents, or shipping method.

2) Cancellations

Email us immediately with your order number. Cancellations are only possible before the order enters fulfillment or ships. If your order has already shipped, it cannot be canceled and must follow our Return Policy and 30 Day Guarantee.

3) Shipping Confirmation and Tracking

When your order ships, you will receive a shipping confirmation email with tracking information. Tracking updates can take time to appear.

4) Lost Packages

If tracking has not updated for an extended period or a package appears lost, email us within 7 days of the expected delivery date. We may verify the shipping address and initiate a carrier investigation.

Resolutions may include a replacement shipment, store credit, or refund depending on the circumstances and the carrier’s investigation outcome.

5) Delivered but Not Received

If tracking shows “delivered” but you did not receive the package, email us within 7 days of the delivery scan. We may ask you to confirm address details and participate in a carrier claim process. Resolution depends on the investigation outcome.

6) Stolen Packages

If a package is stolen after delivery, email us within 7 days of the delivery scan. Because theft occurs after delivery, replacements or refunds are not guaranteed. We may offer a one time courtesy replacement in our discretion.

7) Policy Abuse

We may deny support requests in cases of suspected fraud or policy abuse.