Traina Interactive Shipping, Logistics, Returns and Refunds Policy

Last Updated June 27, 2012

  • We want you to be completely satisfied with your purchase. Please review the policy information below, and see the FAQs here.
  • SHIPPING & LOGISTICS:

    With some exceptions, physical items sold through Luminary Lane are shipped via major US shipping companies like UPS and Fedex.  Unless otherwise stated on the product page, shipping and handling of items are included in the sales price.

    For items where shipping and handling are not included in the sale price, the estimated cost for shipping and handling will be posted adjacent to each item on the relevant product page as well as in the purchase confirmation and receipt.

  • Digital Connections, Virtual Experiences and In-person Experiences:

    The experiences purchased via our sites are coordinated via email and/or telephone and delivered via Internet (video conferencing platforms and/or social networks such as Facebook and Twitter) or in-person.

    Any related fees for telephony or connectivity, travel, food or lodging are the sole responsibility of the buyer (consumer) unless otherwise specified on the relevant product page Terms and Conditions (LINK: luminarylane.com/website/terms) and receipt.

  • RETURNS & REFUNDS:

    The majority of items on our sites are not returnable. Furthermore, once an item has left our facilities it is your property.  If a product arrives in a condition otherwise stated during the purchase, please email us at support@luminarylane.com and we will assist you in addressing the matter with the shipper.

    For items designated as returnable via the LuminaryLane.com product page, please email us at support@luminarylane.com.

    If a return and/or refund is approved, it will be credited to your credit card account or via wire to your bank within three business days of the date we either receive the returned merchandise or resolve your complaint about an experience.

  • How to return a physical item:

    Returned physical items must be unused, unworn, unwashed, and undamaged. We are unable to accept returns of goods that are not in their original packaging. Products must be in the condition you received them and in the original box and/or packaging.

    Once an item has left our facilities it is your property.  If a product arrives in a condition otherwise stated during the purchase, please email us at support@luminarylane.com and we will assist you in addressing the matter with the shipper. Be sure to include your order number and explain the problem so that we can help you.

  • How to get a refund on a digital connection / virtual experience:

    Digital connections or virtual experiences purchased from our sites are neither returnable nor refundable, unless you experience technical problems due to an error on our part or unless the relevant athlete or artist fails to fulfill the connection or experience. In either of these cases, please email us at support@luminarylane.com with your order number immediately so that we can assist you in rescheduling the experience or – if that is not possible – processing your refund.

  • How to get a refund on an in-person experience:

    Except when canceled by the artist or athlete, all in-person experiences are final sales; returns will not be accepted and refunds will not be given. If an in-person experience is canceled by the artist or athlete, and the experience cannot be rescheduled within 30-days, you will receive a refund to your credit card or via bank wire.

  • Talent’s right to terminate experiences at will:

    Note that a virtual or in-person experience can be disrupted and /or discontinued without warning at any time -- and with no refund to you -- should the relevant artist or athlete become uncomfortable with the conversation or interaction for any reason.

    We do not permit reporters or other members of the media to purchase experiences with athletes or artists for the purpose of conducting an interview for broadcast or publication. If an artist or athlete determines that you are in fact attempting to conduct an interview for broadcast or publication, she or he is fully within their rights to terminate the experience with no refund to you.

  • QUESTIONS:

    To check the status of your return, log-in to your account and click on a specific purchase to see the status of the item. You can contact our Customer Service team at support@luminarylane.com or (415) 754-8167, Monday-Friday, 9am–6pm PT.

CONCIERGE

If you have any questions,

Please email us at

support@luminarylane.com

OR call (415) 967-0602

 
 
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