Help Center

FREQUENTLY ASKED QUESTIONS (FAQs)

Customer Service Hours

Monday – Friday
10:00 am – 5:00 pm (ET)

Please note that LUMEN ANGELS observes the following holidays:


  • New Year’s Day
  • Presidents’ Day
  • Memorial Day
  • Juneteenth
  • Independence Day
  • Labor Day
  • Indigenous Peoples' Day
  • Thanksgiving Day
  • Day After Thanksgiving
  • Christmas Eve
  • Christmas Day
  • New Years Eve
When will my order ship?

FedEx Ground orders are processed within 1–3 business days.

FedEx 2Day and FedEx Overnight orders placed by 12:00 PM ET, Monday through Friday (excluding holidays), ship the same business day. Expedited orders placed after 12:00 PM ET, or on weekends and holidays, ship the next business day.

Once your order ships, you’ll receive a confirmation email with FedEx tracking details.
How much does shipping cost?

All orders ship within the United States via FedEx:

  • FedEx Ground: $15.00, 3–5 business days
  • FedEx 2Day: $25.00, 2–3 business days
  • FedEx Overnight: $45.00, 1 business day

Delivery times are measured in business days from the date your order ships.
Do you ship to P.O. Boxes?

FedEx is unable to deliver to P.O. Boxes or APO/FPO/DPO addresses.
Please provide a physical street address and a valid phone number at checkout.
How can I track my order?

Once your order has shipped, you’ll receive a tracking confirmation email with shipment details. You may also track your order at any time through our Track Your Order page.

If you experience any issues accessing your tracking information, please contact our support team for assistance.
Do you accept returns or exchanges?

Yes. Eligible items may be returned or exchanged within 14 days of delivery, provided they are unworn, unused, unwashed, and returned with all original tags and packaging.

All returns require prior authorization. Contact support@lumenangels.com with your order number to begin. Approved returns receive a prepaid FedEx return label, and a flat $15.00 return shipping fee is deducted from your refund. Original and expedited shipping charges are non-refundable.

For full details, please review our Returns & Exchange Policy.
How do I find my size?

Our tees and hoodies feature a relaxed, slightly oversized fit.
We recommend taking your usual size, or sizing down for a closer fit.
Detailed garment measurements are available in the size guide on each product page.
What is Route Package Protection?

Route offers optional package protection for your LUMEN ANGELS order. When selected at checkout, Route enables streamlined claims for lost, stolen, or damaged shipments.

All claims are reviewed and resolved directly by Route. Orders placed without Route protection ship at the customer’s risk once FedEx confirms delivery.
What if my item arrives damaged or incorrect?

If your order arrives damaged, defective, or if you receive an incorrect item, you must contact our support team within 72 hours of confirmed delivery with your order number and clear photographic documentation of the issue.

Claims submitted outside this timeframe may not be eligible for review or resolution.

If approved, we will work to provide an appropriate remedy in accordance with our Returns & Exchanges Policy.
What happens if my package is marked as delivered, but I have not received it?

If your tracking information indicates that your package has been delivered but you are unable to locate it, we recommend first checking with household members, neighbors, building management, or the shipping carrier directly, as packages are occasionally marked as delivered shortly before arrival.

If you purchased Route Package Protection at checkout, you may be eligible to file a claim for lost, stolen, or damaged shipments directly through Route for review and resolution.

Please note that orders placed without shipping protection are shipped at the customer’s risk, and LUMEN ANGELS is not responsible for packages that are lost, stolen, or marked as delivered by the carrier. For full details, please refer to our Shipping & Billing Policy.
How does Route reimburse me?

Once approved, all claims are resolved directly by Route through a refund or replacement, at their discretion.
How do I file a claim for my lost, stolen, or damaged package?

If Route protection was selected at checkout, you will receive a confirmation email from Route containing a direct link to submit a claim.

Claims for lost, stolen, or damaged shipments may be filed quickly through the Route Claims Portal.

Please ensure you have your LUMEN ANGELS order number and/or Route Order ID available prior to submission.

Your Route Order ID can be found in the confirmation email sent by Route.

Claims may be submitted at: https://claims.route.com/
Do you offer signature confirmation for deliveries?

Yes.

Signature confirmation may be applied to shipments based on destination, order value, carrier requirements, or other delivery-related factors at our discretion to help ensure secure delivery of your order.

For security purposes, signature confirmation is required for orders exceeding $500 USD.
Why was my order canceled?

Orders may be canceled for a variety of reasons, including payment authorization issues, inventory discrepancies, suspected fraudulent activity, or fulfillment limitations.

If your order was canceled, any applicable refund will be processed back to the original payment method.
Can I change my shipping address after placing an order?

For security and fraud prevention purposes, shipping addresses cannot be modified once an order has been placed.

To help protect our customers, the shipping address provided at checkout should match the billing address associated with the payment method used for the transaction.

Please review all shipping and billing information carefully prior to submitting your order.
Can I combine multiple orders into one shipment?

Once orders have been placed, fulfillment begins quickly and separate orders cannot be consolidated into a single shipment.

If you placed multiple orders in error, please contact us as soon as possible and we will review available options.
My payment was declined - what should I do?

Payment authorization failures may occur due to billing information mismatches, card issuer restrictions, insufficient funds, or payment security verification issues.

We recommend confirming your payment details and attempting checkout again with the same or an alternate payment method.
Will sold-out products be restocked?

Availability varies by collection and product release.

Certain items may be restocked, while others are released in limited quantities and may not return once sold out.

Product availability is not guaranteed unless explicitly stated.
Do you ship orders to international destinations?

At this time, we do not ship internationally. However, we are actively pursuing international shipping to expand our reach globally.