Frequently Asked Questions
Shipping
How long does shipping take?
Domestic orders typically ship within 7 business days of purchase. Once shipped, delivery usually takes 1-7 business days depending on your location.
Do you ship internationally?
Yes. We currently ship to the following countries and regions:United Arab Emirates, Austria, Australia, Belgium, Canada, Switzerland, Czechia, Germany, Denmark, Spain, Finland, France, United Kingdom, Hong Kong SAR, Ireland, Israel, Italy, Japan, South Korea, Malaysia, Netherlands, Norway, New Zealand, Poland, Portugal, Sweden, Singapore, Indonesia
International orders may be subject to customs fees and duties, which are the responsibility of the customer, and may take longer to arrive than domestic orders.
How much does shipping cost?
Shipping costs are calculated at checkout based on your total order and destination.
How can I track my order?
Once your order ships, you'll receive a confirmation email with a tracking number and link. You can also check your order status by logging into your account or contacting support@lumafield.com.
Return & Warranty
How do I request a return or refund?
Due to the nature of our products and services, we're unable to accept returns or issue refunds once an order has been placed.
Do your products come with a warranty?
We don't currently offer a formal warranty on our products. If you run into an issue with a part or service, reach out to us at support@lumafield.com and we'll help however we can.
What if I received the wrong item or a defective part?
Email us at support@lumafield.com with your order details, and our team will help you from there.
Product & Technical
Where do I find my machine's serial number?
Your machine's serial number (labeled “cSN”) is printed on the manufacturer's information label on the back panel of your scanner. This applies to both Neptune and Triton models.
What's the difference between Standard and Advanced calibration?
Standard Calibration is deployed at install and annual service — about a day on site, delivering the accuracy most workflows need — while Advanced Calibration is an optional 2–3 day service that follows the VDI/VDE 2630 metrology standard to produce the most accurate result achievable on your scanner, along with a formal calibration and verification report for traceability.
Do you offer installation support or documentation?
Lumafield provides installation service for all scanners. Fixturing materials purchased may not have specific documentation, but a general fixturing guide can be accessed here.
Support
How do I contact customer support?
Email us at support@lumafield.com, or visit our Contact Us page to submit a message directly — including your order number and any relevant details helps us assist you faster.