Refund policy

Return & Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Returned items must be unopened, unused, unworn, and in their original condition. Please contact us at care@superegg.nyc with your order number to start the return process. Our customer service team will provide return instructions within 3 business days of your request.

If the unopened item(s) are sent without notifying us beforehand, we cannot issue a refund. Once we receive your item, we will inspect it and let you know whether your item is eligible for a refund. If your return is approved, we will promptly issue a refund to your credit card (or original method of payment).

Customers are responsible for the return shipping fee and the shipping costs of your original order, which are non-refundable. Unfortunately, we cannot accept returns on gift cards. LUMN INC./SUPEREGG is not responsible for any lost packages or untraceable return shipments.

Modify or cancel order

We work hard to help you get your orders processed as fast as possible. As soon as the payment is accepted, your order is shipped, which leaves out time for changes to be made. Upon checkout, please confirm your shipping details are accurate before completing your order.

There may be time to cancel your order. Please email us at care@superegg.nyc as soon as possible with the subject line “Cancellation” with your full name and order number. If we can process the cancellation prior to shipment, we will try to accommodate, otherwise please wait for the receipt of your package to begin the return process.

Wrong item

If you have received a wrong item, please email us at care@superegg.nyc and we will make sure to ship the correct item as soon as possible. Once your case is received we will provide the prepaid return label, please kindly send us the wrong items you received.

Lost / damaged / stolen packages

We carefully pack every order, but we understand sometimes damage can occur in transit. In the instance your order arrives damaged, please file a claim with the mail carrier with a photo of the damage. If the carrier requires supporting documents, do not hesitate to reach out to us at care@superegg.nyc. Lost and stolen packages with a mail carrier's proof of delivery, unfortunately, cannot be recovered. We recommend a wait time of 4 weeks to confirm the package is truly lost.

Add Route to your bag at checkout to enable protection for shipments that are lost, broken, or stolen. Visit routeapp.io to learn more.

	Route+ Insurance	Without Insurance
Lost in transit	Instant refund or re-order	Covered by carrier
Damaged in transit	Instant refund or re-order	Covered by carrier
Stolen/Lost after carrier’s proof of delivery	Instant refund or re-order if applicable	Not covered if there is proof of delivery

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on gift cards.

Exchanges

The only way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.