FAQ
Ordering & Shipping
Q: How long does shipping take? A: Estimated total delivery is 7–20 business days, which includes 1–3 business days for order preparation and quality checks, plus transit. Delivery times vary depending on your location and the carrier.
Q: Do you offer free shipping? A: Yes — we offer free standard shipping on all orders across Canada, with no minimum purchase.
Q: Can I track my order? A: Yes. You'll receive a tracking number by email once your order ships. Please allow 3–5 business days after dispatch for the first tracking update.
Q: What if I need to change my shipping address? A: Contact us right away at contact@getlunova.com. We can only change the address before your order ships.
Q: Do you ship outside Canada? A: Currently, we ship within Canada only.
Returns & Refunds
Q: What is your return policy? A: We offer a 45-day satisfaction guarantee from your delivery date. All returns must be authorized by contacting us first.
Q: How do I return my device? A: Email contact@getlunova.com for authorization, and we'll guide you through the process — including any quick troubleshooting that might solve the issue.
Q: Is there a restocking fee? A: Generally not, unless the returned item comes back in poor condition. We always aim to keep any deduction reasonable and transparent.
Q: What if my device is damaged? A: If it's a manufacturing defect, you're covered by your 1-year warranty for a repair or replacement. Physical damage, water exposure, wax buildup, or poor maintenance are not covered.
Q: How long does it take to get my refund? A: We inspect returns within 3–5 business days. Approved refunds are then issued to your original payment method (bank processing times vary).
Product Support
Q: How do I set up my device? A: Setup instructions are included in the box, and our support team is happy to help if you have any questions.
Q: What if my device doesn't fit properly? A: Contact us — a different ear tip size or a small fitting adjustment usually solves it. We can also discuss return options if needed.
Q: How do I clean and maintain my device? A: Use the included cleaning tools regularly, avoid water exposure, and replace wax guards as needed. Full care instructions are in your user manual. Good maintenance protects your warranty.
Q: What's included in the box? A: Your device, charging case, cleaning tools, different sized ear tips, and a user manual.
Q: Is the device waterproof? A: No. Avoid water exposure, as this can void your warranty and return eligibility.
Battery & Charging
Q: How long does the battery last? A: Battery life varies with usage, but typically lasts a full day on a full charge with normal use.
Q: How do I charge my device? A: Use the included charging case. Instructions are in your user manual.
Q: What if my device won't charge? A: Check the charging contacts for debris, make sure the device is seated properly in the case, and contact us if the issue continues.
Payment & Pricing
Q: What payment methods do you accept? A: We accept all major credit cards and secure online payment methods.
Q: Are there any hidden fees? A: No. The price you see includes everything, and shipping is free across Canada.
Q: Can I pay in installments? A: Depending on availability, installment options may appear at checkout.
Warranty & Support
Q: What warranty do you offer? A: Every Lunova device comes with a 1-year limited warranty covering manufacturing defects. If a defect occurs, we'll repair or replace it free of charge.
Q: What's not covered under warranty? A: Physical damage, water exposure, wax buildup or poor maintenance, and unauthorized modifications.
Q: How do I get technical support? A: Email contact@getlunova.com. We respond within 24 hours during business days.
Hearing Health
Q: Are these suitable for my hearing difficulty? A: Our products are designed for mild to moderate hearing difficulty. For severe hearing loss or medical concerns, please consult an audiologist.
Q: Do I need a prescription? A: No prescription is required, but we recommend consulting a hearing professional for a proper assessment.
Q: Can I use these alongside other medical devices? A: Please consult your healthcare provider about compatibility with other medical devices.
Customer Service
Q: How can I contact customer service? A: Email contact@getlunova.com. We respond within 24 hours during business days.
Q: What information should I include when contacting support? A: Your order number, the email used to order, and a clear description of your question or issue.
Q: Do you offer phone support? A: Currently, we provide support by email for the most thorough and reliable assistance.
Important Reminders
- All returns must be authorized — contact us first.
- The 45-day window starts from your delivery date — not the purchase date.
- Keep your original packaging in case you need to return.
- We don't diagnose or treat hearing loss — consult a professional for medical advice.
- Unauthorized returns are not covered by our 45-day satisfaction guarantee.
Still have a question? Email contact@getlunova.com — we're happy to help.