Due to the high demand for our product, we do have different processing times for each item. If you do require an item for an important event or timeline, please reach out via email at info@luxebpampasgrass.com. We would be happy to discuss your options and certainly will try our best to accommodate you.

Please note our processing times below:

  • Most of our items will take 5-10 business days to process before shipment.

  • If you do require something sooner, please reach out directly to us via email at info@luxebpampasgrass.com. We have options to upgrade shipping and we can let you know if the items you are interested in ordering can be shipped out right away. Please note some things are made to order.

  • Orders placed on special sale days or Holidays such as Black Friday, please expect a few more days for the order to process before the order is shipped.

  • Anything on our website indicated as PRE ORDER will take 6+ weeks to process before shipment. A few pieces may take longer, please read over the listing for each pre-order item details. Please make sure you revise this before making the purchase as we only allow cancellations with 2 business days.

Are you experiencing shipping delays?

  • The health and safety of all our team members are our number one priority. Please note that delays may happen with the shipment. If you do have an important event, we strongly suggest placing your order in advance. Even for orders that seek priority shipment, we cannot guarantee priority arrival times.

Where are you located?

  • Our main office is located in Leduc, Alberta, Canada. We ship our Canadian orders from this location. We ship our American orders from Sweet Grass, Montana, USA.

Can you upgrade shipping?

  • We can certainly go over other options if you wish to upgrade the shipping method. Please reach out to our care team at info@luxebpampasgrass.com 

Which shipping carrier do you use?

  • We ship our Canadian orders via Canada Post, UPS, Purolator and Canpar.

  • We ship our American orders via UPS and USPS.

    How can I communicate delivery instructions?

    • All of our shipping carriers have the option of adding delivery instructions for a package.

    Do you ship to P.O boxes?

    • We do ship to P.O boxes.

    Will my items need to clear customs?

    • Our Canadian orders placed on our Canadian website are in Canadian dollars. Canadian orders will not pay any duty or customs fees.

    • Our American orders are processed in our Canadian warehouse and then brought to the boarder to be shipped from our Montana distribution center. You will not need to pay any duty or custom fees.

    What is the shipping cost?

    •  Shipping is calculated prior to checking out.

    • The shipping fee is non-refundable once the order has been shipped out.

    What is the return/ exchange policy for Luxe B Pampas Grass?

    • Luxe B Pampas Grass does not accept returns or exchanges once the product has been shipped out. All sales are final sale once the order has been shipped. 

    • We can conduct an exchange if the order hasn't been processed for shipment.

    • We only offer cancellations within two days of purchase. Reason being is most of our items are made to order. 

    • If there is an issue with your order upon delivery caused my mishandling of your package during the shipping process, you have 2 days from when your order is delivered to let us know. We will file a claim. Luxe B Pampas Grass insures all packages. Please show proof of damage caused by the shipping handler. We will ask you to provide photos of the shipping packaging in the condition in which it was received; using these documents provided, we will open a case and investigate the matter with the courier that dropped off your package.

    • If there is an issue with a package that is stating delivered on the tracking and it has not been received, please allow 24-48 hours. Sometimes the carrier scans the item too early, when it has in fact not yet been delivered. If you do notice your package has not been delivered in the next 24- 48 hours, please reach out to us and we will assist you with filing a claim on the package. 

    • Any parcel returned by the recipient, shall be refused and returned back to the sender at their expense.

    Instalments payment services:

    We are excited to offer paybright & afterpay for our customers. Here is some information for those that are interested in using this service:

     Luxe B Pampas Grass does not accept returns or exchanges on our items. Once the order has been processed, we can not except a refund or exchange.

    If you do believe their is a fault or concern with your paybright or afterpay purchase, you will need contact

    Paybright: info@paybright.com

    Afterpay: https://help.afterpay.com/hc/en-ca

    • Once the order has placed online, please allow 2-3 business days for Luxe B Pampas Grass to confirm with paybright & afterpay that the order has been processed and can be shipped out. We appreciate your patience while the order is processing.

    Please reach out to our Luxe B care team at info@luxebpampasgrass.com with any questions or concerns.