I placed my order, but realized my file is wrong. What can I do?

Contact us as soon as possible. We start on orders as soon as they’re placed. Once we have started manufacturing your order, you won’t be able to change the design.

Can I pay using a bank account?

Yes. You can add bank accounts and credit cards by going to your Billing Settings. Click the “Add new bank account” button and follow the instructions. Once your bank account is added, you will have the option to pay via ACH transfer at checkout.

Your bank account information is not stored on Lumi servers, it is securely encrypted and stored by our payment provider Stripe.

How do I cancel my order?

Contact us as soon as possible. We start working on your order right away, and we cannot cancel orders once they are in progress.

What are overs and unders?

Overs and unders are the number of units that were overproduced or underproduced compared to an item’s ordered quantity. When ordering via Lumi, you can expect a variance of up to 10% above or below the ordered quantity.

Overs and unders are standard for quality control in custom manufacturing. Because the equipment used in most factories moves so rapidly, the manufacturer will typically purchase excess material to account for units used during machine setup, or units that were rejected because they don’t meet quality standards.

The manufacturer will use all of the material that they set material set aside for your order, so if they produce any extra units (overs), you will receive and be charged for the additional quantity. Our terms of service allow for up to 10% overproduction. These units are invoiced separately once we know the final quantity.

Occasionally, you may see up to 10% underproduction of your order (unders), in which case you will be refunded for the difference.

Learn more about overs and unders in this article and video on our blog.

How do I reorder something I have bought before?

Every item you’ve ordered is saved in your Dashboard. When you login at lumi.com, navigate to the Items view where you can view previously ordered items and reorder them.

Can you rush orders?

Sometimes, depending on the order status. Contact us with details about your order, and we’ll be in touch. 

Where is my order?

As soon as your order ships, a shipping notification will be sent to the email associated with your account. You can also see all Shipments associated with your account by logging into your Dashboard and navigating to the Shipments view. If you have not received a shipping confirmation, please contact us.

For more questions see our Shipping Help page.

What counts as a business day?

Monday through Friday excluding U.S. national holidays.

Can I order more than one size to meet the minimum quantity?

No. The minimum quantity applies to each size or design.

Minimum order quantities (MOQs) can feel like a bummer, but they’re not arbitrary. MOQs are determined by the minimum cost of printing and manufacturing each type of packaging. At Lumi, we’re always working with our factory network to keep processes efficient and minimum order quantities as low as possible. Click here to see MOQs and lead times for all of our products. 

I just got a refund for my order. When will the money return to my account?

Refunds typically appear on your bank statement with 5-10 business days.

I entered my billing address incorrectly. What should I do?

Contact us with the correct address, and we’ll make sure the payment went through.

Can I place an order over the phone?

No. We need your digital file to make your custom product, so we are not able to accept orders over the phone. We’re still here to help! Contact us if you’re having any trouble with the website.

What should I do if my product is not in the quality issue list?

We consistently review and update our AQL quality standards. If you ordered a product and the tolerances are not listed, contact your account manager and we’ll do our best to provide the standards. If said standards are non-applicable, we may elect to use standards from similar product categories.

What is Acceptable Quality Limit (AQL)?

Acceptable Quality Limit (AQL) is a quality control procedure used both for manufacturing and receiving goods, to ensure they meet the agreed upon quality standards. AQL uses a randomized sampling process, to statistically determine the number of defective units in a production run.

The standard AQL level used by factories in the Lumi Network is Special Inspection Level 4. This level is designed to pull an adequate number of samples to represent the overall quality of the production run while staying on schedule.

Each defective unit within a sampled batch is flagged as minor, major, or critical. Once the total number of each designation has been counted, the sampled batch and larger production run is given a pass or fail. Per AQL 2.5 Inspection Level S4, these are the maximum defects permitted in a sample batch before the batch (and in turn, the larger production) goes from pass to fail.

Production run size Units in sample batch Maximum units with minor defects Maximum units with major defects Maximum units with critical defects
1,201-3,200 32 2 2 0
3,201 - 10,000 32 2 2 0
10,001 - 35,000 50 3 3 0
35,001 - 150,000 80 5 5 0
150,001 - 500,000 80 5 5 0
500,001 - 1,000,000 125 7 7 0

How do I report a quality issue with my order?

Important: Per our terms of service, quality issues must be reported within 48 hours of a shipment’s delivery to be eligible for remake or refund. If your report is submitted more than 48 hours after delivery, it will not be eligible for remake or refund, however it will be reviewed so that the issue can be prevented in the future.

To report an issue, log in to your Lumi account, and from the Production view, click on the order item that has a quality issue.

At the top right of the order item page, click the blue button to “Report a quality issue.” Fill out the form. The Lumi team will reach out to you with the next steps.

What happens if my quality issue is critical and/or exceeds allotted overages?

Overs add some buffer room to account for quality issues. If your quality issue goes beyond the overs and dips into your order quantity by more than 15%, Lumi will take action in one of these ways: 

  • For critical issues: Lumi will remake items affected, to meet the ordered quantity. 
  • For minor or major issues: Lumi will review the order, provide a root cause analysis, and a case-by-case correction action plan.