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  • My Account Login

    To see your profile, update address, change payment information, and/or view order history, please l...
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  • What is my order status?

    Click here to look up your order.
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  • What payment methods are available?

    We accept Visa®, MasterCard®, PayPal, and wire transfers. Our servers encrypt all information submi...
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  • Should I use spaces or dashes when I enter my credit card number?

    No. Enter your credit card number without any spaces or special characters. It should be entered as ...
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  • Does my billing address have to match the address on file with my credit card?

    Yes. For credit card verification you must enter your billing address exactly as it appears on your ...
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  • Why is my credit card being rejected?

    There are many possible reasons for a credit card not being accepted: The card has expired. Inco...
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  • How will the charge show up on my credit card?

    The charge for your order will appear on your credit card as: "HTC by Luzern"
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  • How do I get a copy of my invoice?

    Please contact Customer Service to obtain a copy of your invoice.
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  • What is my order's shipping status?

    Click here to look up your order and see the shipping status.
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  • Can I change my shipping address?

    Unfortunately, you cannot change your shipping address after you submit your order. Orders with phys...
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  • Can I change my shipping method?

    Unfortunately, you cannot change your shipping method after you submit your order. Orders with physi...
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  • When will my backorder ship?

    Although we try to maintain inventory of all products in the warehouse, occasionally an item will be...
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  • Do you ship to my country?

    You can find a list of countries we are able to ship to displayed in the shopping cart during the pu...
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  • How do I get technical support for my product?

    For technical assistance with the installation, activation, use, or uninstallation of your product(s...
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  • Why do I need to set my browser to accept cookies?

    Our commerce system is cookie dependent. We use cookies to track products in your shopping cart, as ...
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  • Are cookies a security risk?

    No. Our commerce system encrypts all cookies. Also, the cookie contains no personal information, jus...
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  • What is your refund policy?

    What is your refund policy? Stores in the United States and Canada offer a 14-day money back guaran...
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  • How do I cancel my order?

    Physically shipped purchases that are in stock are processed immediately upon completion and may not...
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  • How do I request a replacement?

    If for some reason your Product does not work as expected or is missing parts when it arrives and yo...
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  • How do I request a refund?

    To request a refund, you must look up your order and then use the request a refund option to submit ...
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  • What is your privacy policy?

    Click here to view the Luzern's privacy policy.
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  • What is Luzern's Data Secure Protection?

    To protect your data, Luzern takes appropriate measures that are consistent with applicable data pro...
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  • How do I get my activation code for content/service I purchased?

    If your product requires an activation code, you can usually find it in the License Code email that ...
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  • What do I do if my activation code is not working?

    First, make sure you have the correct activation code. You can get your activation code from the Lic...
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  • Tax Exemption Form Instructions

    When you place an order with Tax Exemption, please make sure the form is complete prior to uploading...
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