Shipping policy
Effective Date: 2026-02-10
1. Introduction
At Luxen Maison, a brand operated by APEX PRIME HOLDINGS LLC, we provide a clear and consistent shipping experience. This Shipping Policy explains how we ship orders placed on luxenmaison.com.
2. Shipping Summary
- Service name: Standard Shipping
- Price: Free on eligible U.S. orders
- Order cutoff time: 5:00 PM PDT
- Handling time: 1 to 2 business days
- Transit time: 2 to 7 business days
- Total delivery time: 3 to 9 business days
- Destination: United States
- Coverage: All products unless a product page or checkout says otherwise
3. Shipping Destinations
We currently ship to addresses within the United States. We do not ship to P.O. boxes that cannot accept carrier delivery.
4. Shipping Costs
Standard shipping is free on eligible orders shipped within the United States. All shipping costs are shown at checkout. There are no hidden shipping fees from us. Local taxes at checkout still apply when required by law.
5. Order Handling and Delivery Time
Orders placed before 5:00 PM PDT, Monday through Friday, excluding holidays, begin processing the same business day. Orders placed after 5:00 PM PDT, on weekends, or on holidays begin processing the next business day.
Handling time is 1 to 2 business days. Transit time is 2 to 7 business days after shipment. Total delivery time is 3 to 9 business days from the time you place your order. Business days are Monday through Friday, excluding holidays.
If an item needs extra time, the product page or checkout may show a note. That note will override the general timing above.
6. Shipping Methods and Carriers
Orders ship via trusted national carriers. We may use USPS, UPS, FedEx, or similar services based on destination and package size.
Every shipment includes tracking. You will receive a tracking link by email when your order ships. Shipments are insured against loss or damage. Contact us if there is an issue.
7. Order Tracking
After your order ships, you will receive an email with the tracking number and a link to follow the delivery.
8. Delivery Issues
If your delivery exceeds the 3 to 9 business day window, email support@luxenmaison.com or call 1-650-405-3832.
If tracking shows delivered but you did not receive the package, confirm your shipping address, check with neighbors or building management, and contact us so we can assist with a carrier trace.
If your package or item arrives damaged, contact us within 30 days of delivery at support@luxenmaison.com. Include your order number, photos of the packaging and item, and a brief description of the issue. We will arrange a replacement, return, or refund as appropriate.
9. Missing Items
If something is missing from your package, contact us within 30 days of delivery and include your order number and the missing item details. We will send the missing item or issue a refund as appropriate.
10. Returns and Refunds
We accept returns within 30 days of delivery for eligible items. Items must be unused, uninstalled, and in original packaging unless they arrived defective, damaged, or incorrect. See our Return and Refund Policy for full details.
For approved non-defective returns, the customer pays return shipping and a 25% restocking fee applies. For defective, damaged, or incorrect items, Luxen Maison pays return shipping and no restocking fee applies. Refunds are issued to the original payment method within 7 business days after return approval.
11. Address Accuracy
Please enter your address carefully at checkout. We are not responsible for deliveries to addresses entered incorrectly.
If a package is returned to us due to an address issue, we will contact you to arrange reshipment and applicable reshipment fees.
12. Contact
APEX PRIME HOLDINGS LLC d/b/a Luxen Maison
Email: support@luxenmaison.com
Phone: 1-650-405-3832
Address: 3790 El Camino Real #1298, Palo Alto, CA 94306, United States
Service hours: Monday to Friday, 9:00 AM to 5:00 PM PDT
13. Changes to This Policy
We may update this Shipping Policy from time to time. Changes take effect when posted on this page.