Lumara VISO 660nm Red Light Therapy Face Mask

This page explains order processing, shipping, delivery, and tracking for Heat and Light Wellness orders.

Free Shipping to the Lower 48 States

We offer free shipping on all orders to the contiguous United States (lower 48 states). Orders are delivered via FedEx Ground, FedEx Freight, or UPS, depending on size and weight.

Curbside Delivery Only: Carriers will not deliver into your home, garage, or interior rooms. Please arrange for assistance if needed.

Order Cut-Off and Processing Time

• Order Cut-Off: Orders placed before 12:00 PM EST are processed the same business day
• Processing Time: 1–3 business days
• Shipping Time: 2–7 business days after processing
• Total Delivery Time: 3–10 business days after placing your order

Please note that we do not accept backorders. If an item is out of stock at the time you place an order, we will notify you and offer a refund or the option to wait for restock. Payment is captured at checkout when you place your order.

Tracking Your Order

You'll receive a tracking number via email within 1–3 business days of placing your order. Use this tracking number to monitor your shipment from warehouse to curbside.

LTL Freight Shipments

For oversized and heavy items, we ship via LTL Freight:

• Carrier will call ahead to schedule delivery
• Signature required at time of delivery
• Someone must be present to inspect and sign for the shipment

Damaged Packages — What to Do

If your package arrives damaged, please follow these steps:

1. Check your box at delivery. If the package is visibly damaged, take clear photos of the box immediately.
2. Refuse the shipment and note the damage on the Bill of Lading (BOL).
3. Email us at sales@heatandlightwellness.com with photos and order details.

All damage claims must be reported within 24 hours of delivery to be eligible for a replacement or refund.

Return Policy Overview

• Items must be unused, uninstalled, and in original packaging
• All accessories, manuals, and documentation must be included
• A 30% restocking fee applies to all returns
• Customers pay return shipping unless the product is defective or arrived damaged. We cover return shipping for defective or damaged products
• Returns must be requested within 30 days of delivery

Please see our full Return Policy for complete details.

Shipping Zones and Restrictions

We currently ship only within the contiguous United States (lower 48 states).

We do not ship to:

• Alaska
• Hawaii
• Puerto Rico, Guam, and other U.S. territories
• International destinations
• Military addresses (APO/FPO)
• PO Boxes

Custom Quote Requests: If your address falls outside our standard shipping zones, you may email us at sales@heatandlightwellness.com to request a custom quote. We'll check with our supplier on a case-by-case basis to see if delivery is possible and provide you with shipping costs if it is.

Orders placed from outside our shipping zones without a pre-approved custom quote will not be fulfilled.

Sales Tax

Sales tax is calculated at checkout based on your shipping address and applicable state laws.

Frequently Asked Questions

Can I change my shipping address?

Yes — please contact us within 24 hours of placing your order to request an address change.

Can I cancel my order before it ships?

Yes — orders may be canceled before they are dispatched. If payment has already been captured but the order has not yet shipped, a 5% cancellation fee applies. Once shipped, our Return Policy applies. See our Cancellation Policy for full details.

Need Help?

We're here to assist you every step of the way. We're available Monday–Friday, 9:00 AM–5:00 PM EST and typically respond within 24–48 business hours.

Phone: (888) 916-9761

Email: sales@heatandlightwellness.com

Heat and Light Wellness

2222 W. Grand River Ave, Suite A

Okemos, MI, 48864, United States

Phone: (888) 916-9761

Email: sales@heatandlightwellness.com

Welcome to Heat and Light Wellness — where your satisfaction is our top priority. We understand that sometimes a product may not meet your expectations. Our return policy is designed to be fair and transparent, ensuring a smooth experience while protecting both you and our team.

General Return Rules

Return Window: Returns must be requested within 30 days of delivery.

Restocking Fee: A 30% restocking fee applies to all returns, including refused shipments and returns due to incorrect shipping addresses provided by the customer.

Product Condition: Returns are only accepted for unused, uninstalled products in original packaging, including the box, pallet (if applicable), accessories, manuals, and documentation.

Non-Returnable Items: We do not accept returns on used or modified items, items not in resalable condition, items missing original packaging, or consumable accessories.

Damaged Items: Must be reported within 24 hours of delivery. Include clear photos of any damage to expedite resolution.

Exchange Policy

Exchange Window: Requests must be made within 30 days of delivery.

Condition: Items must be unused and in original packaging.

Process: The original item is returned and inspected, a refund is issued (less the 30% restocking fee), and the customer places a new order for the replacement item.

Fees: A 30% restocking fee still applies to exchanges.

Refund Processing

Refunds are processed after we receive the returned item(s), inspect for condition and eligibility, and approve the return. Refunds are issued to the original payment method within 10 business days after we receive and inspect the returned item. Once we process the refund, your bank or card issuer may take an additional 5–10 business days for the funds to appear on your statement.

Cancellation Fees

If you need to cancel your order, please note:

• Before payment is captured (before checkout payment is captured): No fee.
• After payment is captured but before the order has shipped: A 5% cancellation fee applies.
• After the order has shipped: Our standard 30% restocking fee applies (treated as a return).

Payment is captured at checkout when you place your order. Please see our Cancellation Policy for complete details.

Starting a Return

To initiate a return, please:

1. Contact us at sales@heatandlightwellness.com or (888) 916-9761 (Monday–Friday, 9:00 AM–5:00 PM EST)
2. Provide your Order Number and reason for return
3. Our team will review your request and, if eligible, issue a Return Authorization (RA) Number
4. Carefully package the item with all original contents
5. Clearly label the package with your RA number
6. Ship to the return address provided by our team
7. Send us the tracking number so we can monitor the return

Note: Return shipping costs are the customer's responsibility unless the product is defective or arrived damaged.

Wrong Item or Missing Delivery

If you receive the wrong item, contact sales@heatandlightwellness.com or call (888) 916-9761 with your order number, the item received, and photos of the product and shipping label. Keep the packaging and contact our team for instructions before returning the item.

If your order has not arrived, check the tracking link and delivery address in your order confirmation, then contact our team with your order number and tracking details. For a shipment marked delivered but not received, include the delivery date shown by the carrier. Our team will review the shipment status and provide the next steps.

Changing Shipping Address

To change your order's shipping address:

8. Contact us immediately at sales@heatandlightwellness.com or (888) 916-9761
9. Provide your Order Number and new shipping details
10. Our team will confirm if the update is possible
11. A change fee may apply depending on carrier or order status
12. We'll send a confirmation once the update is successful

Please note that any return resulting from an incorrect shipping address provided by the customer is subject to our 30% restocking fee.

Frequently Asked Questions

Can I cancel my order?

Yes — if it hasn't shipped yet. See our Cancellation Policy for fee details based on timing.

Do I have to pay for return shipping?

If the product is defective or damaged on arrival, we cover return shipping. Otherwise, return shipping is the customer's responsibility.

How do I get a return label?

If your return is approved and qualifies for free return shipping, we'll email you a return label to print and attach.

My refund hasn't shown up yet — what should I do?

We issue refunds within 10 business days after we receive and inspect your return. After that, your bank or card issuer may take an additional 5–10 business days to post the funds to your statement. Check with your bank or credit card provider first. If it still hasn't posted 10 business days after our refund confirmation email, contact us at sales@heatandlightwellness.com.

What if my item arrives damaged?

Take photos of the damage immediately, refuse the shipment if possible (note damage on the Bill of Lading), and email us at sales@heatandlightwellness.com within 24 hours of delivery with your photos and order details.

Need Help?

We're here for you. We're available Monday–Friday, 9:00 AM–5:00 PM EST and typically respond within 24–48 business hours.

Phone: (888) 916-9761

Email: sales@heatandlightwellness.com

Heat and Light Wellness

2222 W. Grand River Ave, Suite A

Okemos, MI, 48864, United States

Phone: (888) 916-9761

At Heat and Light Wellness, we proudly stand behind the products we offer. Your satisfaction is our priority. If you experience any issues with your purchase, we're here to help guide you through the warranty process.

Manufacturer Warranty Information

All products sold by Heat and Light Wellness are covered under manufacturer warranties provided directly by the brand. Each brand sets its own warranty terms, coverage durations, and exclusions.

Warranty duration and coverage depend on the manufacturer, product and component. Please review the specific product warranty for parts, labor, shipping costs, registration requirements and exclusions before ordering. Contact us if you need the applicable warranty documentation.

We strongly encourage you to review the warranty documentation that comes with your product. If you're unsure which manufacturer warranty applies to your purchase, contact us and we'll help you find the details you need.

What Manufacturer Warranties Typically Cover

While coverage varies by brand, most manufacturer warranties cover:

• Defects in materials and workmanship under normal use
• Major component failures within the warranty period

• Sauna heaters and controls, cold plunge chillers and pumps, and red light therapy LEDs and electrical components, where covered by the manufacturer’s specific warranty

What Manufacturer Warranties Typically Do Not Cover

Most manufacturer warranties exclude:

• Normal wear and tear
• Damage from accidents, misuse, neglect, or improper maintenance
• Damage from modifications or use of non-authorized parts
• Damage from commercial or rental use (unless specifically covered)
• Cosmetic damage that does not affect functionality
  

Always refer to your specific product's warranty documentation for exact terms.

How We Support You

Our customer support team is available to assist you with:

• Finding your product's specific warranty details
• Initiating a warranty claim with the manufacturer
• Navigating claim requirements and documentation
• Answering any questions about coverage, exclusions, and timelines

We act as your advocate throughout the warranty process. While we are not responsible for the manufacturer's final claim decisions, we'll support you every step of the way to ensure you get the help you need.

How to File a Warranty Claim

To start a warranty claim, please contact us with the following information:

1. Your order number and date of purchase
2. The product brand and model
3. A description of the issue
4. Clear photos or video of the problem (if applicable)

We'll review your information and help you initiate the claim with the manufacturer.

Need Warranty Assistance?

We're available Monday–Friday, 9:00 AM–5:00 PM EST and typically respond within 24–48 business hours.

Phone: (888) 916-9761

Email: sales@heatandlightwellness.com

Thank you for choosing Heat and Light Wellness — we're committed to making sure your products stay protected and your experience is stress-free.

Heat and Light Wellness

2222 W. Grand River Ave, Suite A

Okemos, MI, 48864, United States

Phone: (888) 916-9761

Email: sales@heatandlightwellness.com

We understand that buying a premium sauna, cold plunge, or red light therapy device is a significant investment — that's why we offer Shop Pay Installments for eligible purchases, so you can explore payment options that fit your budget.

Shop Pay Installments Financing

Pay over time with Shop Pay Installments. Eligible customers can choose from the payment plans shown at checkout. Interest may apply depending on your plan.

How It Works

1. Add your products to the cart
2. Choose Shop Pay at checkout, then select the option to pay in installments
3. Review the available plans, interest, and payment schedule, then select your preferred option
4. Complete the eligibility check and, if approved, confirm your purchase

Why Customers Choose Shop Pay Installments

• No additional charges beyond any applicable interest
• No prepayment penalties
• Flexible repayment terms
• View eligible payment options at checkout

Important Information

Financing through Shop Pay Installments is subject to eligibility and approval. Available plans, interest rates, down payment requirements, and approval depend on your eligibility and purchase. Review the terms shown at checkout before confirming your plan.

Payment options through Shop Pay Installments are provided by Affirm’s lending partners. Heat and Light Wellness is not the lender and does not make credit decisions.

For complete details about Shop Pay Installments financing — including current rates, terms, down payment requirements, and eligibility — please visit the Shop Pay Installments Help Center.

Ready to Get Started?

Select Shop Pay Installments as your payment method during checkout to view and choose your plan.

Need Help?

Have questions about how financing works? We're happy to help. We're available Monday–Friday, 9:00 AM–5:00 PM EST and typically respond within 24–48 business hours.

Phone: (888) 916-9761

Email: sales@heatandlightwellness.com

For questions specifically about your Shop Pay Installments account, repayment, or approval status, please use the provider support options in the Shop Pay Installments Help Center.

Heat and Light Wellness

2222 W. Grand River Ave, Suite A

Okemos, MI, 48864, United States

Phone: (888) 916-9761

Email: sales@heatandlightwellness.com

Our Commitment to Competitive Pricing

At Heat and Light Wellness, we're dedicated to offering the best value on premium saunas, cold plunges, and red light therapy equipment. We work directly with our suppliers and operate under strict Minimum Advertised Pricing (MAP) guidelines, helping maintain a level playing field while ensuring you always get a fair deal.

How Our Price Match Policy Works

If you find a lower price for the same item at another authorized online dealer prior to making your purchase, we'll verify it and discount your order to match.

Important: Price match requests must be submitted and approved before you place your order. We are unable to honor price match requests after a purchase has been completed.

How to Request a Price Match

To request a discount under our Price Match Policy, follow these steps before placing your order:

1. Email us at sales@heatandlightwellness.com prior to making your purchase
2. Include the link to the product on our website
3. Include the competing product link from an authorized dealer where the lower price is displayed
4. Our team will verify the competing retailer is an authorized dealer for that brand and confirm compliance with brand MAP policies

If everything checks out, we'll issue a discount for the price difference and provide a custom checkout link to complete your order at the matched price.

Terms and Conditions

To keep things fair, our Price Match Policy applies under these conditions:

• The price match request must be submitted and approved before you place your order — no exceptions
• The competing retailer must be an authorized dealer for that specific brand (we verify this directly with the manufacturer when needed)
• The competitor's item must be in stock and identical (same brand, model, color, configuration, and accessories)
• Only authorized online retailers qualify — no physical retail stores
• Promotional offers like coupons, rebates, BOGO deals, clearance, closeouts, and holiday promotions are not eligible
• Third-party marketplaces like Amazon, Walmart, eBay, and similar platforms do not qualify
• Unauthorized dealers, gray market sellers, and MAP-violating retailers do not qualify
• The price match covers item price plus shipping (sales tax is excluded and calculated at checkout based on your shipping address)
• We reserve the right to decline price match requests that violate manufacturer MAP policies

Want to Confirm Before Buying?

If you'd like to confirm whether we can match a competitor's price before placing your order, reach out to us first — that's exactly what this policy is designed for. We're available Monday–Friday, 9:00 AM–5:00 PM EST and typically respond within 24–48 business hours.

Phone: (888) 916-9761

Email: sales@heatandlightwellness.com

Our Promise to You

At Heat and Light Wellness, providing competitive value and peace of mind is part of everything we do. We only match prices from authorized dealers because we believe in protecting the brands we carry and ensuring you receive a genuine, warranty-backed product with full manufacturer support.

If you have any questions about our pricing or need help with a price match request, we're here to help.

Heat and Light Wellness

2222 W. Grand River Ave, Suite A

Okemos, MI, 48864, United States

Phone: (888) 916-9761

Email: sales@heatandlightwellness.com