Shipping & Returns
📦 How we ship
We ship worldwide. When you check out, our shipping partner Shipit calculates the best deal for your location and order weight — and shows you the cost before you pay. Depending on where you're going, that might be DHL, UPS, or PostNord.
Production time
Every Lumac product is made in small batches in our workshop. Standard lead time is 10 working days from order confirmation. During peak season — autumn and winter — allow 15 to 20 working days.
Once your order ships, delivery depends on your location and carrier. Shipit provides tracking, so you'll know where your gear is.
Â
🔄 Returns and refunds
We make custom gear to your specifications. Every order is entered into our production queue with your specific choices—colour combinations, carabiner types, configurations. This makes it a custom-made product and cannot be returned.
Cancellation window
If you change your mind, you have 24 hours from purchase to contact us to cancel. After that, your order enters production.
Defects
If your gear arrives with a production defect, contact us. We'll handle it.
Â
✅ Warranty
We stand behind our gear. If something breaks due to a manufacturing defect, we'll look at it. We evaluate each claim individually, within 2 years of purchase.
To claim warranty
Email us a high-definition photo of the defect and explain what happened. Include:
- Product name and tension (if applicable)
- How long you've owned the gear
- What activity you were using it for
- Your dog's weight and pulling style
What's covered
Manufacturing defects only.
What's not covered
- Normal wear and tear
- Use that doesn't match the product guidance (tension, weight, activity, care)
- Damage from accidents or misuse