Backorders
At Lumenco, we strive to deliver your products as quickly as possible. Occasionally, certain items may be unavailable for immediate shipment and will need to be backordered from the manufacturer. When this happens, we follow the process outlined below.
How Backorders Are Processed
Payment
Backordered items are charged in full at the time of purchase, just like items available for immediate shipment.
This ensures the item is reserved with the manufacturer and, in some cases, produced on demand.
If an item is successfully cancelled before shipping, a refund will be issued (see Cancellations below).
Order Notification
Within 24 hours of placing your order, you will receive an email notifying you of any backordered items and providing an estimated ship date.
Status Updates
As the estimated ship date approaches (typically within 1–2 days), we reconfirm with the manufacturer or warehouse.
If there are delays, we will update the estimated date and notify you by email.
For specialty products that require production, additional lead time may be necessary. We will keep you informed every step of the way.
Cancellations
Backordered items may be cancelled if they have not yet shipped.
Once an item has left the manufacturer or original storage facility, it cannot be cancelled, as ownership has transferred to the customer.
To request a cancellation, please contact our Customer Service team. We will attempt to halt shipment and confirm the cancellation via email or phone. If successful, your order will be updated with a refund or adjustment.
Communication & Support
Most communication is sent by email. To ensure you receive updates, please add info@lumenco.ca to your safe sender list or address book.
Our call center and specialist staff are also available to answer any questions or assist with your order.
Full contact details can be found on our Contact Page.
Need Assistance?
Live Chat: Click the chat window at the bottom-right corner of this page.
Email: info@lumenco.ca