Frequently Asked Questions

Physically shipped purchases that are in stock are processed immediately upon completion and may not be able to be cancelled prior to shipment. If your order cannot be cancelled, you will get an email notification when the order is shipped. You can also look up your order to view the shipping status of your order. To request the cancellation, please contact Customer Service.

Virtual products, such activation codes, are fulfilled immediately and cannot be cancelled unless the purchase is a preorder. Please refer to our refund policy if you would like a refund for a digital product or an order that has already shipped.

This policy does not limit your statutory rights which are outlined in Luzern’s Terms of Sale.