USPS is the main shipping company that our packages are shipped through. Customer has the option of selecting UPS, FedEx, or DHL.

Shipping rates are calculated at checkout based on weight, location, and size of the parcel. Signature confirmation is offered, if you would like to add to your order, please select "signature confirmation" while checking out. Tracking numbers are sent once your parcel has been shipped the email or phone number entered at checkout (or sent to you through the SHOP or ROUTE app).

We ship worldwide. Prices are listed in USD unless stated otherwise.

EVERY ORDER has a processing time, no matter what shipping option is selected. 

If theres a rush on your order or need it quick, please contact our customer service email so we can do our best to accommodate, a rush processing fee is an option for same day/early morning next business day. Customer must insure the shipping speed and carrier chosen at checkout is correct for their order needs.

Combining Multiple Orders

To combine orders. please email us at our customer service email with the order #'s and we will have them sent together. The customer will be refunded *if any* shipping fees were overpaid (in order to qualify, please contact us via our customer service email.

*up to 14 days constitutes any delays to to influx of orders, emergencies, etc. that would require us extra days to process. We typically have orders sent out within 2-6 days.

Returned Packages & Customs Fees

Live in the Light is not responsible for any packages that are returned due to incorrect addresses, or being unclaimed from your post office. Any charges, customs duties, import fees, taxes, etc. are the obligation of the customer. Live in the Light is not responsible nor will be held liable for fees post shipment. If any incurred fees are not paid by the buyer, resulting in the package being returned, you will be required to pay a 30% restocking fee if the product is not wanted, or a second shipping fee to reship the package. Packages will not be resent until new postage has been paid for by customer. 

Returns, Exchanges, & Refunds

Returns: 

We want you to be completely happy with your liveeinthelight.com order. If for any reason you are not satisfied, contact us for a return.

Custom orders, live sale invoices, or damaged and/or broken merchandise are final sale. A restocking fee of 15% is applied to all returned merchandise.

Exchanges:

We do not accept exchanges for custom orders/live sale invoices. If the item you ordered was not the right one for you, just place another order and return the unwanted items to us. Many of our items are unique and one of a kind. Because of the time involved in shipping and processing your return, we recommend you place a new order to ensure product availability.

See below for how to send a return.

Custom Invoices & Live Sale Orders

Due to the uniqueness of these live sale events and the products we offer, plus the entertainment interactive aspect of our shows and discounted prices; we cannot accept returns once the items are delivered to you. 

Shop Orders

For individual products listed on our site, the customer has 14 calendar days to return an item from the date you received it. 

Gift Cards 

All gift certificates and gift cards are final sale and are not returnable.

Refunds:

Every order has a 14-day period once delivered to send us an email to submit a return request. Shipping charges are non-refundable, and customers are responsible for return shipping fees.

To be eligible for a return, your item must be unused and in the same condition that you received it, including all extras (free crystals, jewelry, stickers, and anything bonus included must be included in the return). Your item must have a receipt or proof of purchase (order confirmation and/or order #) to proceed with the return process.

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you of the status of your refund after inspecting the item.

There are certain situations where only partial refunds are granted (if applicable):

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error
• Any item that is returned more than 30 days after delivery

We will also notify you of the inspection process and the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days, typically 1-10 business days.

 

Broken or Damaged Merchandise

Live in the Light is not responsible for any lost or damaged products that arrived broken/damaged due to carrier mishandling.

We offer a superior, premium package protection service that if offered for purchase (starting at $1.95) at checkout for the buyer to purchase, or the buyer can choose to opt out and remove the protection. 

What is Route Package Protection?

Route is a premium package tracking and shipping protection provider. Route provides the protection needed for handling one-of-a-kind crystals & jewelry from damage, loss, and theft. If something goes wrong, you can quickly and conveniently resolve the issue in just a few steps.

Just as you can report when your order is lost, stolen, or damaged in a matter of moments, Route can resolve the issue quickly too—instantly, even. On any day, at any time. That’s 24/7, 365 service.

When you go to claims.route.com to submit your claim on your Route-protected order.

Route assess the issue against Route's policies to determine whether it qualifies under Route's coverage. If it does, Route automatically initiates whichever resolution you selected during the claims filing process—a replacement order, refund, store credit, etc.—And if it doesn’t qualify, you’ll be notified that your request was denied by Route and why. For any issue that cannot be automatically resolved, typically because essential information is missing from the claim, Route have an efficient process to get the claim solved, usually in a matter of hours. Route's team reviews these issues with great care, and will reach out if needed to have your issue solved as quickly as possible.

Either way, everything should be wrapped up fast, so you can relax knowing a replacement is on its way or the money you spent is back in your pocket. Fast, easy, simple. 

File a Claim:

USPS Claims:

To file a claim in the case of damaged or missing packages, fill out the form provided on the USPS website. There are no guaranteed refunds from USPS even if you decide to file a claim. In order to maintain the highest chance of the claim going through with USPS, keep all original packaging and contents, and provide them photos and proof of the damage.

File a claim without USPS site:

Customer must provide in a detailed email to liveeinthelightcustomerservice@gmail.com

1. copy of order confirmation or invoice
2. claim amount (total value of items that need to be replaced or repaired, plus the cost of shipping)
3. discovery date
4. doorbell camera or video recording of loss/damages occurring)
5. repair estimate (see if repair is possible, contact us, if we are unable to repair/replace, customer must find local repair shop or store to fix item(s) and have a letter stating the estimated cost of repair)
6. provide photo(s) of damaged item(s)
7. provide photos showing all sides of the external packaging and all internal packing material used

 

Wrong Item(s) Received/Missing Merchandise

If you didn't receive an item you ordered, please contact our customer service email and I can get it sent out ASAP to you. If you are missing an item an the package does not appear to be tampered with, please contact us within 4 days (of the delivery date marked on the tracking number) in order for us to send your missing item. After 7 days of receiving parcel without emailing us, Live in the Light can not be responsible if the item is unaccounted for.