— Customer Support

We're here to help — every step of the way

Buying a $79 device that promises NuFace-like results requires trust. We earn that trust with responsive service, clear policies and real human support. Here's everything you need to know.

📞 Get in touch

Three ways to reach us — pick what works best for you:

📧 Email	support@trynaruraluxe.com Best for non-urgent questions — reply within 24h
☎️ Phone	+1 (307) 485-1465 Mon-Fri 9 AM-6 PM Mountain Time — leave voicemail outside hours
💬 Live chat	Click the chat icon in the bottom-right of any page Available during business hours — offline message form otherwise

📦 Track your order

After your order ships (typically within 24-48 hours), you'll receive a tracking email. You can also track at any time:

1. Log in to your account on trynaruraluxe.com → click "My Orders"
2. Or copy your tracking number from the email and paste it on:
   • USA: USPS.com
   • UK: Royal Mail
   • EU: the carrier mentioned in your shipping email
3. Can't find your tracking? Email us with your order number (#1234) and we'll send it back to you within 24h.

↩ Easy returns & refunds

Our 30-day money-back guarantee is our most important promise. Here's how it works — no fine print:

1. Email us at support@trynaruraluxe.com within 30 days of receiving your device. Include your order number and a brief reason (so we can improve).
2. We send you a prepaid return label within 24-48 hours. You don't pay return shipping.
3. You ship the device back in its original packaging.
4. Once we receive it, we issue your refund within 3-5 business days back to your original payment method.

Read our full Refund Policy for legal details.

🛡 Warranty & defective products

Every LumeLift Pro™ is covered by a 12-month manufacturer warranty against defects in materials or workmanship.

The warranty covers:

• USB-C charging port malfunction
• Stainless steel electrodes oxidation
• LED light failure
• Microcurrent output failure
• Manufacturing defects in the casing

The warranty does NOT cover:

• Drops, impacts or physical damage
• Water submersion (the device is splash-resistant, not waterproof)
• Modifications or unauthorized repairs
• Normal cosmetic wear (scratches on casing)

To claim warranty: email support@trynaruraluxe.com with your order number, a description of the issue, and photos or a short video. We respond within 24h and arrange free replacement or refund.

🌍 International orders

We ship worldwide. Common questions:

• Customs & duties: for USA, UK and EU, all duties are pre-paid — no surprise at delivery. For other countries, local import duties may apply.
• Shipping cost: free to USA, UK, EU, Canada and Australia. Other countries: calculated at checkout based on destination.
• Currency: all prices in US Dollars (USD). Your bank converts to your local currency at checkout.
• Tracking: always provided. International orders use trackable carriers (DHL eCommerce, UPS Mail Innovations, or local equivalent).

⚠️ Problems with your order?

Package shows "delivered" but you didn't receive it

1. Wait 24 hours — carriers sometimes scan packages as delivered slightly ahead of time
2. Check with neighbors, building manager, or anywhere a package could be left
3. Contact your local carrier with the tracking number
4. If still missing after 48 hours: email us — we investigate and replace at no cost

Package arrived damaged

1. Take photos of the outer packaging before opening
2. Take photos of the contents after opening
3. Email us within 48h with photos + order number
4. We send a free replacement immediately

Wrong item received

Email us with a photo of what you received + your order number. We send the correct item and a prepaid return label for the wrong one. All at no cost to you.

Address mistake

If you spot an address typo, email us within 2 hours of placing the order. We can usually update it before shipping. If your package has shipped, we can't intercept it but we can resend after it returns to us (you pay the new shipping).

📖 Help articles

For detailed answers to common questions, see:

• → FAQ — 35+ frequently asked questions
• → Safety & Precautions — who shouldn't use, how to use safely
• → How It Works — the technology + your 5-minute routine
• → Microcurrent guide — results timeline, expectations