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At Luvohome, customer satisfaction is important to us. Because our products include both in-stock items and custom-made natural stone products, return and refund conditions differ. Please review this policy carefully before placing your order.

Returns

Eligible in-stock items may be returned within 14 days of delivery, subject to approval.

To be eligible for a return

Item must be unused and uninstalled
Item must be in original packaging
Item must be in resalable condition
A receipt or proof of purchase is required

Please note

Return shipping costs are the responsibility of the customer.
Original shipping fees are non-refundable.
A 15% restocking fee will be deducted from approved returns.
Returns sent without prior approval will not be accepted.

To initiate a return request, please contact us before shipping any item back.

Custom & Made-to-Order Products

All custom or made-to-order stone products are produced specifically according to customer specifications and are considered final sale.

These products are not eligible for returns, refunds, or exchanges once production begins or the order is approved. This includes, but is not limited to:

Custom dimensions
Special finishes
Selected stone blocks
Personalized designs

Once stone block photos and/or final production photos are approved by the customer, the order is considered confirmed and cannot be canceled or refunded.

Damaged or Defective Items

Please inspect your order immediately upon delivery.

If your item arrives damaged or defective:

Note the damage on the delivery receipt
Take clear photos of the damage and packaging
Contact us within 48 hours of delivery

Approved damage claims may be eligible for replacement or store credit. Refunds are not guaranteed and are evaluated on a case-by-case basis.

Exchanges

Exchanges are not accepted.

Natural Stone Disclaimer

Natural stone is a unique material. Variations in color, veining, texture, and pattern are inherent characteristics and are not considered defects.

Order Cancellations

In-stock orders may be canceled before shipment.
Custom or made-to-order orders cannot be canceled once production has started.

Refund Processing

If a refund is approved, it will be issued to the original payment method. Please allow up to 10 business days for refunds to appear, depending on your bank or payment provider.

Contact

For any questions related to returns or refunds, please contact us at:

Luvohome Customer Service
Email: customerservice@luvohome.com
Phone: +1 (813) 600-5740

Address
3900 S 50th St, Tampa, FL 33619, USA

Hours
Mon–Fri: 8 AM – 5 PM (EST)

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At Luvohome, we offer both in-stock and made-to-order stone products. Please review the information below to understand our shipping process and estimated delivery timelines.

Order Processing

In-stock items are typically prepared for shipment within 3–5 business days. Custom and made-to-order stone products require additional production time before shipping.

Custom & Made-to-Order Products

All custom stone products are made specifically for each order and follow a structured production and shipping process to ensure quality and transparency.

Production Timeline

Production is completed in Türkiye and typically takes approximately 4 weeks.

Before production begins, we provide photos of the stone blocks selected for your order.
Once production is completed, we send final photos of the finished product for approval prior to shipping.

Shipping Options & Estimated Delivery Times

Standard Ocean Freight Shipping

After approval, orders are shipped by ocean freight to our Tampa, FL warehouse.

Ocean transit time: approximately 4–6 weeks
Final delivery from our Tampa warehouse to your address: approximately 3–5 business days

Typical total delivery time: 8–14 weeks depending on production schedule and transit conditions.

Expedited Air Freight Shipping (DHL / FedEx)

Available upon request for eligible custom products.

After production and photo approval, orders are shipped via DHL or FedEx air cargo
Estimated total delivery time: 3–4 weeks including production and shipping
Air freight pricing varies based on size, weight, and destination and will be quoted prior to shipment.

Packaging & Handling

All stone products are professionally packed using custom wooden crates, foam, and protective materials. Final packaging photos are provided prior to shipment.

Delivery Time Disclaimer

All delivery times are estimates only and are not guaranteed.
Delays may occur due to international transit conditions, customs clearance, or carrier delays.
We will keep you informed at every step of the process.

Shipping Confirmation & Tracking

Once your order ships, you will receive shipping confirmation and tracking details when available. Tracking availability may vary for ocean freight shipments.

Damaged Shipments

Please inspect your shipment upon delivery.

If damage is visible, note it on the delivery receipt.
Take photos of the damage and packaging.
Contact us within 48 hours of delivery.

Questions

If you have any questions about shipping timelines or options, please contact us before placing your order.

Luvohome Customer Service
Email: customerservice@luvohome.com
Phone: +1 (813) 600-5740

Address
3900 S 50th St, Tampa, FL 33619, USA

Hours
Mon–Fri: 8 AM – 5 PM (EST)

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