F.A.Q.
1 Do I need to create an account to order?
Yes. By creating an account at Lunar Health Instruments you will be able to shop faster, be up to date on an orders status, and keep track of the orders you have previously made.
2 How do I add items to cart?
Search for the item you want to purchase. Once you are in the item's page you can adjust the quantity to order of that item. You will see an 'Add To Cart' button.
Click on the 'Add To Cart' button to add the item to your shopping cart.
3 How do I remove item from the cart?
Go to your Cart Contents and click the remove item link for the item you wish to remove. After you have checked all the items you wish to remove, click on the 'Update Cart' button found at the bottom of the shopping cart.
4 I just received my order and there is a problem. What should I do?
Please contact our Customer Service Department and provide:
- Your Lunar Health customer number
- Order number contact information and details about the problem
The Customer Service Coordinator will return your call and let you know how to proceed. Do not return any products to Lunar Health without a Return Authorization Number (RMA). Items returned without an RMA number may not receive credit.
5 Where can I find more information on a product?
If you need more information on Marco products, please click on the “Products” tab on the top menu of this website.6 My order never arrived.
Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
7 What is the shipping process when I buy?
- We guarantee our equipment upon delivery.
- Our partnership with multiple medical shipping companies around the country allow to provide high quality, medical equipment grade packaging and accurate delivery time.
- The tracking numbers are provided for your convenience so you are aware of the entire process and are prepared to except delivery.
8 How much is my shipping?
Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.
9 What are my payment choices?
During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment from you.
10 When will my order ship and what are my shipping charges?
Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. We will ship your order shortly after we receive payment from you.
11 How long will my repairs take?
For repairs, it depending on the item and the stock of the spare parts.
12 How long will my replacement take?
For exchanges, the processing time for the replacement will be between 2-7 business days, upon receiving your item back, and depending on stock availability.
13 How long will my refunds take?
For refunds, the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item. After this the refund time will depend on the payment method.
14 What is your return policy?
We aim to offer services that will benefit all our customers. We hope you are happy with every purchase you make. In certain circumstances, you may want to return some items. Please read our return policy below, we will do our best to assist you.
Our returns policy covers 30 days. If 30 days has passed since the time of your delivery, unfortunately, we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging
Customers should contact our ‘’Customer Service” within 7 days upon receipt of goods for DOA situation.
Special Notes:
The outer packing is broken or out of shape
- Immediately file a case upon the broken package to the courier company and get a confirmation in a form of a paper proof with stamp on it.
- Send us the pictures of the received items/package with detailed information describing the issue, along with the aforementioned paper proof and case number with which we can quickly confirm the case.
- After verifying all the required information, we will either provide a replacement or a full refund, depending upon your requirement. The outer packing is in a good shape while the item is not working.
- Send us the pictures of the received items/package with detailed information describing the issue.
- After verifying all the required information, we will either provide a replacement or a full refund, depending upon your requirement.
Please carefully check the contents and the weight of the parcel before signing it. For any issues, please contact our ‘’Customer Service” with the information below:
-
Email us with your order number and the product code (SKU number).
2. Please send us the clear pictures of the outer packaging, the shipping label, weight of the package and the item you receive.
If you are not satisfied with your purchase and the product is still in brand new conditions, you can simply return and refund. Please note customers are responsible for returning shipping fee. We will either provide a replacement or a refund (shipping fee excluded), depending upon your requirement after receiving the exchanged item of your order.
Note: Items that can be returned/refunded within 7 days of receiving must follow the criteria as below:
1. Items are in the original packing with tags.
2. Items are in brand new condition: unused, and unaltered.
There are certain circumstances where only partial refunds are granted:
- If an item not in its original condition is damaged or missing parts for reasons not due to our error
- Late or missing refunds
If you still haven't received your refund after 10 business days, first of all, double check your bank account and ensure it is the same one used for purchase.
Following this, contact your credit/debit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund appears in your account.
After performing each of these steps, if you are certain the refund has not be received, please contact us at mailbox
15 What is the compensation process?
Please check each processing time upon receiving your returned item.
- For exchanges, the processing time for the replacement will be between 2-7 business days, upon receiving your item back, and depending on stock availability.
- For refunds, the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item. After this the refund time will depend on the payment method.
- For repairs, it depending on the item and the stock of the spare parts.