FAQs
Communication
Communication regarding your order will be provided through email notifications. Please be sure to ensure the correct entry of your contact information to prevent any delay in communication and order processing. These notifications include:
- Order confirmation (sent immediately after placing an order)
- Processing updates (delays that may arise for orders approaching or exceeding our usual processing time)
- Shipment notifications (tracking number(s)/links)
- Out-for-delivery alerts
- Delivery confirmations
- Sales and Promotions
- Customer Support
While we aim to connect with every customer, order fulfillment status may not be readily available to Customer Support until a customer inquires about it. We welcome our customers to reach out with any questions or concerns about their order via our Customer Support Portal: https://theluxemedspa.freshdesk.com/support/home.
We appreciate your cooperation in approaching conversation with patience, grace, and respect. We reserve the right to cancel orders and refuse service.
Any additional information will be provided when requested through the Customer Support Portal: https://theluxemedspa.freshdesk.com/support/home
Please allow 2-3 business days to receive a response from a member of our team.
Hours of Operation
Hours of Operation
Customer Service Hours
Monday- Friday 9 am-5 pm Eastern Standard Time
Saturday and Sunday Closed
Order Fulfillment Center
Monday- Friday 9 am-5 pm Eastern Standard Time
Saturday and Sunday Closed
All major holidays observed
Business Days
Monday - Friday
Order returned to the warehouse
Orders returned to the warehouse by the carrier due to the following reasons will be contacted by email to arrange reshipment
- No mail receptacle
- Incomplete address
The reshipping fee is $8, and the responsibility of the customer
If a response is not received within 72 hours, we will automatically refund the order value minus the 30% restocking fee back to the customer's form of payment.
Those who choose not to have the order reshipped are also responsible for the 30% restocking fee. The remaining refund will be processed back to the customer's original form of payment.
Omnilux
Warranty
Omnilux LED devices are covered under a manufacturer's warranty if your product fails after the initial return window. Under normal use, Omnilux LED devices are warranted for 2 years from the date of delivery on your original order.
If you suspect a significant fault with your LED device and would like to start a warranty claim, please be sure that you have registered your Omnilux device with the manufacturer. If registered, please submit a support ticket to have a member of our team reach out to Omnilux to coordinate assistance. Please allow 2-3 business days for someone from our team to reply. In order to quickly troubleshoot your device, we will ask you to share a short video to verify the fault with your device.
Key Points:
- The Omnilux manufacturer’s warranty extends only to the original purchaser of the product.
- The Omnilux manufacturer's warranty period begins upon the delivery date of the original order.
- The Omnilux manufacturer’s warranty covers LED devices that are purchased directly through one of its authorized providers.
- GlobalMed Technologies, Co. or its authorized distributor reserves the right to replace a defective product with the most compatible product currently available.
- GlobalMed Technologies, Co. or its authorized distributor reserves the right to repair a defective product.
- This warranty does not cover damage caused by the following:
- Accident, misuse, abuse, or alteration
- Servicing by unauthorized persons
- Connection to incorrect power sources
- Use with unauthorized accessories
Important Links:
Click Here to Register Your Omnilux Device With the Manufacturer
Click Here to Submit a Support Ticket
Authorized Retailer
Product Registration
Thank you for your recent Omnilux purchase! Please complete the form below to register your LED device. By registering, you verify ownership of your Omnilux LED device. Registering your Omnilux LED device makes it easier for you to initiate a warranty claim.
Click Here to Register Your Omnilux Device With the Manufacturer
Refunds + Store Credits
Do you offer refunds or exchanges?
All sales are final due to the nature of our products. Once an order is shipped, we are unable to accept the item back in exchange for a different product. Please ensure the accuracy of your order at checkout.
At The Luxe Medspa, we offer refunds based on the age and fulfillment status of your order. Please review our policy below:
Orders 16 business days old and under, and unfulfilled
Refunds will be issued as store credit only—no cash or card refunds.
Store credit expires 90 days after issuance and can be used on future purchases.
If eligible, store credits or refunds will be processed within 3 business days.
Store credits are non-transferable and must be used by the original purchasing customer. Store credits cannot be converted to cash or card refunds. Full cash or card refunds are only available on purchases aged beyond 16 business days.
Orders utilizing store credits to make new purchases are only eligible for store credits and not cash or card refunds.
Orders 17+ days old and unfulfilled
Eligible for a full refund to the original method of payment.
What’s your return policy?
All sales are final due to the nature of our products. Once an order is shipped, we are unable to accept the item back in exchange for a different product. Please ensure the accuracy of your order at checkout.
Refund Policy
To help maintain accuracy and ensure that our customers' concerns are handled in an organized, timely fashion, all concerns are handled via our Help Center: https://theluxemedspa.gorgias.help/en-US
For the most accurate and timely assistance, we kindly ask that all communication regarding your order be sent via email.
We are not responsible for delays in correspondence due to incorrect contact information or failure to submit questions and concerns via the customer support portal.
Payment
Payment is collected at the time of purchase. Accepted payment options are located on the checkout page.
Processing Times
Processing time for The Luxe Medspa is 12-16 business days. To keep our customers informed, this information is conveniently affixed in the heading banner and cart page for reference.
While we strive to maintain timely fulfillment, delays may occur due to:
- High order volume
- Increased demand due to popularity
- Carrier delays
- Supply chain interruptions
Many of our vendors are fellow small businesses. We thank you for your support and patience while we work to improve our operations daily.
How are orders fulfilled?
Order fulfillment follows a sequential order from the oldest to the most current orders.
Please be sure to check your addresses for accuracy before submitting your order. The Luxe Medspa is not responsible for incorrect addresses entered when placing orders, which can result in delays.
Communication
Communication regarding your order will be provided through email notifications. These notifications include:
- Order confirmation
- Processing updates
- Shipment notifications
- Out-for-delivery alerts
- Delivery confirmations
- Sales and Promotions
The order fulfillment status is not readily available to Customer Support until a customer inquires about it. If a question or concern should arise about your order, please feel free to submit your concern via our Customer Support Portal: https://theluxemedspa.gorgias.help/en-US. Please be mindful that our Customer Support team consists of live representatives, not chatbots. We appreciate your cooperation in approaching conversation with grace and respect. We reserve the right to cancel orders and refuse service.
Any additional information will be provided when requested through the Customer Support Portal: https://theluxemedspa.gorgias.help/en-US
Hours of Operation
Customer Service Hours
Monday- Friday 9 am-5 pm Eastern Standard Time
Saturday and Sunday Closed
Order Fulfillment Center
Monday- Friday 9 am-5 pm Eastern Standard Time
Saturday and Sunday Closed
Major holidays observed
Cancellation + Refunds + Exchanges + Store Credits
ALL SALES ARE FINAL DUE TO THE NATURE OF OUR PRODUCTS. Once an order is fulfilled, we are unable to accept the item back in exchange for a different product. Please ensure the accuracy of your order at checkout.
At The Luxe Medspa, we offer refunds based on the age and fulfillment status of your order. Please review our policy below:
• Orders 16 business days old and under and unfulfilled → Refunds will be issued as store credit only—no cash or card refunds. Store credit expires 90 days after issuance and can be used on future purchases.
• Orders older than 16 business days and unfulfilled → Eligible for a full refund to the original payment method.
How to Request a Refund or Store Credit
1. Requests must be submitted via our Support Portal: https://theluxemedspa.gorgias.help/en-US
2. If eligible, store credits or refunds will be processed within 3 business days.
Stores credits are non-transferable and must be used by the original purchasing customer. Store credits cannot be converted to cash or card refunds. Full cash or card refunds are only available on purchases aged beyond 16 business days.
Orders utilizing store credits to make new purchases are only eligible for store credits and not cash or card refunds.
3. A two-business day grace period is given to cancel an order from the purchase date.
Omnilux
Omnilux devices are under a 2-year warranty. We follow the guidelines of Omniluxled.com. Replacements are given, not refunds. If your device has an issue, we will troubleshoot first, and replace it if all else fails.
Please register your device as soon as the warranty begins when the device is delivered.
Incorrect or Missing Items
Incorrect items must have photo or video documentation of the order/package slip with the incorrect item. A replacement of the item will be given with no refunds.
If you have received incorrect items or are missing items from your order please submit a ticket via our customer portal located here: https://theluxemedspa.gorgias.help/en-US
Chargebacks
If the customer initiates a chargeback before the cancellation is processed, they may experience a longer refund timeline of 30 to 90 business days instead of the usual 1 to 2 business days.
If a chargeback claim is initiated after receiving notification of your tracking number, in transit, or delivered, this is considered a FRAUDULENT CLAIM and will be refuted.
If a chargeback is opened with the aforementioned and the customer did not initiate a ticket to request cancellation, our customer service department will provide the customer with a label to send the items back at no cost. Once we have received the package and inspected that it has not been disturbed, we reserve the right to deduct a 30% restocking fee.
If by chance these items arrive to the customer and we do receive correspondence of the return of the item, we will consider that the customer is satisfied with the items making the sale complete, and the chargeback claim to be void.
Tracking Numbers
Once a tracking number is issued, your order is/has processed and ready/awaiting carrier pickup, It cannot be canceled. Your order will ship as expected. If you do not want the purchase, do not accept the package and do a RETURN TO SENDER for a refund with a 30% restocking fee deducted. This fee will be enforced.
Orders returned to the warehouse by carrier.
Orders returned to the warehouse will be contacted by email to arrange reshipment. We allow 72 hours for a response.
The reshipping fee is $8 and the responsibility of the customer
If a response is not received within 72 we will automatically refund the total order value minus the 30% restocking fee back to the customers form of payment.
Shipping Protection
To ensure that our customers receive their packages and enjoy their purchases, The Luxe Medspa has partnered with Shipping Protection to insure your packages. Shipping Protection can be added during checkout. If you choose to remove the Shipping Protection, you accept that The Luxe Medspa is not liable for items that are lost, stolen, or damaged in transit.
Shipping Protection will replace lost, stolen, or damaged in-transit items. Refunds will not be given in lieu of item replacement.
Claims must be made within 24 hours of delivery with photo or video documentation of all items damaged with a description.
Shipping protection does not cover unfortunate incidents in the customer's possession, i.e., dropped, broken, or misplaced items.
Order Verification
To provide further protection to our customer's valued purchases, orders totaling $250+ are subject to verification. All orders matching or exceeding this total will be contacted using the contact information provided when placing your order. Failure to provide the necessary information will result in order cancellation. Any subsequent orders placed by the customer before providing the information requested for verification on their initial order are also subject to cancellation. No exceptions
Thank you for supporting our small business.
The Luxe Medspa
Articles of this document are subject to change.
Last Revised 4/
Shipping + Tracking
Do you offer expedited shipping?
At this time, we do not offer expedited shipping
Do you offer free shipping?
We offer free shipping for orders over $125 within the contiguous United States (does not include Hawaii, Alaska, or US territories).
How do I track my order?
Once your order has been placed, you will receive a confirmation email with your order details immediately after.
Once your order has been processed and shipped, tracking information will be sent to you in a separate email. It can take up to 16 business days during times of high order volumes for order processing. If you don't see any updates right away, please be patient and check back later. Please allow up to 72 hours to see the movement of your package within the carrier system.
How much does shipping cost?
Shipping for orders less than $125 is $8. Orders $125+ are eligible for free shipping
Missing, Stolen, or Damaged Package
My order was marked delivered but it’s not here.
Missing/Stolen Package
1. If your package has been marked as delivered by the carrier, please be sure to check your mailbox or parcel locker. The majority of our packages are small, and USPS often delivers these packages along with your daily mail. Please allow 24-48 hours to ensure your package has indeed been lost/stolen/misplaced.
3. If you still cannot locate your delivery, please submit a claim to the carrier. This will help us support your claim to replace your items.
USPS Lost or Damaged Package Claim - https://www.usps.com/help/claims.htm#
UPS - https://si.ups.com/us/en/support/file-a-claim
3. Submit a support ticket to have a member of our team reach out to you to complete the processing of your
What if my package gets lost or arrives damaged?
Lost packages
At The Luxe Medspa, we strive to ensure every order reaches you in perfect condition. Unfortunately, once a package leaves our warehouse, we cannot monitor its handling by the carrier while in transit. We've had great success with our carriers, but unfavorable outcomes are possible.
To ensure that our customers receive their packages and enjoy their purchases, The Luxe Medspa has partnered with Shipping Protection to insure your packages. Shipping Protection can be added during checkout.
Please follow the following steps for assistance.
Stolen Package
1. If your package has been marked as delivered by the carrier, please be sure to check your mailbox or parcel locker. The majority of our packages are small, and USPS often delivers these packages along with your daily mail. Please allow 24-48 hours to ensure your package has indeed been lost/stolen/misplaced.
3. If you still cannot locate your delivery, please submit a claim to the carrier. This will help us support your claim to replace your items.
USPS Lost or Damaged Package Claim - https://www.usps.com/help/claims.htm#
UPS - https://si.ups.com/us/en/support/file-a-claim
3. Submit a support ticket to have a member of our team reach out to you to complete the processing of your claim.
Lost in Transit
1. If you have been tracking your package and it has not made any movement within the carrier system for more than 72 hours, please submit a claim to the carrier. This will help us support your claim to replace your items.
USPS Lost or Damaged Package Claim - https://www.usps.com/help/claims.htm#
UPS - https://si.ups.com/us/en/support/file-a-claim
2. Submit a support ticket to have a member of our team reach out to you to complete the processing of your claim.
Damaged Package
We understand the disappointment of receiving a damaged package.
Please follow the following steps for assistance.
1. Please submit a claim to the carrier. This will help us support your claim to replace your items.
USPS Lost or Damaged Package Claim - https://www.usps.com/help/claims.htm#
UPS - https://si.ups.com/us/en/support/file-a-claim
2. Submit a support ticket to have a member of our team reach out to you to complete the processing of your claim.
What do I do if my item(s) arrives damaged?
At The Luxe Medspa, we strive to ensure every order reaches you in perfect condition. Unfortunately, once a package leaves our warehouse, we cannot monitor its handling by the carrier while in transit. We've had great success with our carriers, but unfavorable outcomes are possible.
To ensure that our customers receive their packages and enjoy their purchases, The Luxe Medspa has partnered with Shipping Protection to insure your packages. Shipping Protection can be added during checkout.
Please follow the following steps for assistance.
Damaged Package
We understand the disappointment of receiving a damaged package.
Please follow the following steps for assistance.
1. Please submit a claim to the carrier. This will help us support your claim to replace your items.
USPS Lost or Damaged Package Claim - https://www.usps.com/help/claims.htm#
UPS - https://si.ups.com/us/en/support/file-a-claim
2. Submit a support ticket to have a member of our team reach out to you to complete the processing of your claim.
Order Cancellation
What is your cancellation policy?
Orders can be canceled within 48 hours if a tracking number has not been assigned. Orders cancelled within 48 hours of purchase are eligible for a full refund back to the original method of payment.
If you have already received a tracking confirmation email, it may be impossible to cancel your order.
Orders 16 business days old and under, and unfulfilled
Refunds will be issued as store credit only—no cash or card refunds.
Store credit expires 90 days after issuance and can be used on future purchases.
If eligible, store credits or refunds will be processed within 3 business days.
Store credits are non-transferable and must be used by the original purchasing customer. Store credits cannot be converted to cash or card refunds. Full cash or card refunds are only available on purchases aged beyond 16 business days.
Orders utilizing store credits to make new purchases are only eligible for store credits and not cash or card refunds.
Orders 17+ days old and unfulfilled
Eligible for a full refund to the original method of payment.
Promos and Discounts
How do I apply promo/discount codes?
Gain Access to Exclusive Promos and Discounts
We encourage our customers to create an account to join The Luxe Club to receive insider access to exclusive deals via email and text.
Coupon Codes
To apply a promo or discount code:
• Proceed to checkout and enter your code in the 'Discount Code' field.
• Click 'Apply' to see your new total before finalizing your order.
• Only one code can be used per order. We do not allow the stacking of coupons
If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.
Free Shipping
Shipping is free for all orders over $125. A coupon code is not required.
Exclusions
Several of our brands are excluded from global discounts to remain in compliance as an authorized retailer. These brands include, but are not limited to:
- Omnilux
- Epicutis
- Anfisa
- Circadia
- Hydrinity
- ( plated )
Order Issues
What do I do if I receive the wrong item in my order?
We are sorry to hear you received the wrong item in your order! Please report your order issue to our team for further assistance.
Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately. Be sure to leave the items in their original packaging. We will not be able to proceed with the replacement of your item if the contents of the package are opened or tampered with.
While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll resolve the situation as best we can!
I have not received any updates on my order
Thank you for supporting our small business! Our small but mighty team is working diligently to get your orders out. The Luxe Medspa is in a season of growth and expanding our team and operations to bring you faster processing times. Our current processing time can range from 12-16 business days. If you have not received an email tracking confirmation, your order has not been shipped yet. Please be sure to continue to monitor your inbox for your tracking confirmation email. We thank you for your patience. If your order is older than 16 business days please reach out to our team for further support.
*Tip: Also be sure to check your spam folder
Communication regarding your order will be provided through email notifications. Please ensure the correct entry of your contact information to prevent any delay in communication and order processing. These notifications include:
- Order Confirmation (sent immediately after placing an order)
- Processing and shipment notifications (tracking number(s)/links)
- Out-for-delivery alerts
- Delivery confirmations
- Sales and Promotions
- Customer Support
While we aim to connect with every customer, order fulfillment status may not be readily available to Customer Support until a customer inquires about it. We welcome our customers to reach out with any questions or concerns about their order via our Customer Support Portal: https://theluxemedspa.freshdesk.com/support/home.
We appreciate your cooperation in approaching the conversation with patience, grace, and respect. We reserve the right to cancel orders and refuse service.
Any additional information will be provided when requested through the Customer Support Portal: https://theluxemedspa.freshdesk.com/support/home