Shipping policy

Last updated: August 14, 2026

Thank you for shopping with Lugojei. This Shipping Policy explains our order processing times, shipping methods, delivery estimates, shipping charges, coverage, tracking, and other important delivery information.

1. Order Processing Time

Orders are generally processed within 1-3 business days after payment has been successfully confirmed.

Business days are Monday through Friday and exclude weekends and public holidays.

Order cut-off time: 5:00 PM Eastern Time (ET)
Time zone: Eastern Time (ET)

Orders submitted after 5:00 PM ET, on weekends, or on public holidays begin processing on the next business day.

Processing time is separate from shipping time and is included when calculating the estimated total delivery time.

2. Shipping Coverage

We currently ship to addresses within the United States only.

We do not currently offer international shipping. Available delivery methods and charges are displayed during checkout based on the eligible shipping address.

3. Standard Shipping

  • Estimated shipping time: 7-12 business days after dispatch
  • Orders under $69: $9.99
  • Orders of $69 or more: Free standard shipping
  • Estimated total delivery time: 8-15 business days, including processing

The $69 free-shipping threshold is calculated using the eligible merchandise subtotal after discounts and before applicable taxes.

4. Expedited Shipping

  • Estimated shipping time: 5-7 business days after dispatch
  • Shipping charge: $19.99
  • Estimated total delivery time: 6-10 business days, including processing

Expedited shipping does not mean same-day processing. The standard order processing period of 1-3 business days still applies.

5. Estimated Delivery Times

The estimated total delivery time consists of:

Order processing time + shipping time = estimated total delivery time

  • Standard shipping: 8-15 business days in total
  • Expedited shipping: 6-10 business days in total

All delivery timeframes are estimates rather than guarantees. Delivery may be delayed by carrier operations, severe weather, public holidays, peak seasons, address issues, or other circumstances outside our reasonable control.

6. Order Tracking

After your order has shipped, a shipping confirmation email containing the available tracking information will be sent to the email address used at checkout.

Please allow time for the carrier to activate and update the tracking information after shipment.

7. Shipping Address Accuracy

Please review your shipping address carefully before submitting an order. Customers are responsible for providing a complete and accurate delivery address.

If you discover an address error, contact us at support@lugojei.com within 24 hours after placing the order. We will make reasonable efforts to assist before processing or shipment, but an address change cannot be guaranteed.

Once an order has been processed or shipped, we may be unable to change or redirect the delivery address.

Additional shipping charges resulting from an incorrect or incomplete address may be the customer’s responsibility where permitted by law.

8. Delayed Shipments

If your order has not arrived within the estimated timeframe:

  1. Review the latest tracking information provided by the carrier;
  2. Confirm that the shipping address on your order is correct; and
  3. Contact us at support@lugojei.com if tracking has not updated or indicates a delivery problem.

We will review the available information and assist with the carrier inquiry where appropriate. Carrier delays outside our reasonable control do not automatically qualify an order for cancellation or an immediate refund.

9. Lost Packages

If tracking indicates that a package may be lost, please contact us so that we can review the shipment and, where appropriate, open an inquiry with the carrier.

A replacement or refund may be considered after the carrier investigation has been completed and the loss has been confirmed.

10. Packages Marked as Delivered

If tracking shows that an order was delivered but you cannot locate it, please:

  • Verify the delivery address on the order;
  • Check around the delivery location;
  • Ask household members, neighbors, building staff, or reception personnel;
  • Wait until the end of the delivery day because some carriers scan packages before completing delivery; and
  • Contact the carrier using the tracking number.

If the package is still missing, contact us at support@lugojei.com so that we can review the available information.

11. Damaged or Incorrect Deliveries

If an order arrives damaged, defective, or incorrect, contact us within 48 hours after delivery.

Please include your order number, a description of the issue, and clear photographs or videos showing the product, packaging, and shipping label. These materials may be required for us to evaluate the issue and submit a carrier claim.

12. Multiple Shipments

Products from the same order may occasionally be shipped in separate packages. If this occurs, you may receive more than one tracking number, and the packages may arrive on different dates.

You will not be charged additional shipping solely because we divide an order into multiple shipments.

13. Important Shipping Notes

  • Processing and shipping times are calculated in business days.
  • Weekends and public holidays are not counted as business days.
  • Processing time and shipping time must be added together when estimating delivery.
  • Delivery estimates may be affected by carrier delays, weather, holidays, peak seasons, or incorrect delivery information.
  • Submitting an expedited shipping order does not eliminate the order processing period.

14. Contact Us

For questions about an order or shipment, please contact:

Email: support@lugojei.com
Company: KEPTNEAT INC
Business Address: 441 WADSWORTH BLVD STE 158 LAKEWOOD, CO 80226
Business Hours: Monday-Friday, 9:00 AM-5:00 PM Eastern Time (ET)

We aim to respond to customer inquiries within 24 business hours.