Shipping

How long will my order take to arrive?

We're so excited for you to receive your LÜME order! Our granolas are fresh and may take some time to arrive.

Just a heads up - we’re a small team so sometimes fulfillment times may take longer when we receive large volumes of orders. But don’t worry! Your order will arrive :)    

 

Here's what to expect:

• You'll get a shipping confirmation email as soon as your order leaves. Processing usually takes 2-4 business days. 
• Once shipped, you can expect to receive your order within 3-5 business days. At this time, we only offer ground shipping.
• You'll be able to track your order via the shipping confirmation email sent to the same email address used to place your order. Give your tracking number about 24 hours to update once you receive it and then you can track your LÜME on its journey to your front door.

 

Where do we ship?

We ship to US delivery addresses within the contiguous 48 states. We also ship to Alaska & Hawaii. We currently do not ship internationally. However, we’re working to make this a possibility in the future!

 

How will my order ship?

Depending on where you live, your order may be shipped with UPS Ground or USPS. 

Note: We only fulfill orders Monday-Friday, excluding holidays. 

  

Do we offer free shipping?

YES! We offer FREE SHIPPING on orders over $45.

  

Ordering

What’s the status of my order?

We will email you a shipping confirmation once your order ships. Once you receive your shipping confirmation email, you can click your tracking number to see the status of the delivery.

 

What if I need to cancel my order?

We will do our ultimate best to cancel before it is shipped! To cancel, please email us as soon as possible to orders@eatlume.co. If the order has been processed for shipping we cannot cancel it.

 

Can I order without creating an account?

Yes, you can check out as a guest for all non-subscription products. However, you will need to create an account for subscription orders.

 

How do I pay?

We accept Paypal, Visa, Mastercard, American Express and Discover. Your information is highly encrypted and stored with our credit card processor — we do not have access to your credit card data. Your information is never shared with third parties. You can also choose to make multiple interest-free payments with Klarna!

 

My package never arrived

First, please check your confirmation email to make sure your address details are correct and that your unit or apartment number is included if applicable.

Shoot us an email to hello@eatlume.co for further assistance.

 

Parts of my order are missing

Please reach out to us if parts of your order is missing. Please wait at least 5 business days after receiving the first part of your order before contacting us.

 

It says my order was delivered, but it's not here

Although UPS and/or USPS are effective logistics companies, mistakes and accidents happen. Sometimes, a package will be marked as delivered by the shipping carrier prematurely. If you receive the delivery email but have not received your package, here is what we suggest:

 

• Wait at least 48-72 hours. Yes, waiting sucks, but sometimes the carrier marks a delivery as "delivered" prematurely and it can show up.
• Check around your building to double check if your package was delivered to your neighbors.
• If you still cannot locate, contact UPS or USPS directly and file a report and reach out to us at hello@eatlume.co to let us know.

 

Product

Are your products vegan?

All of our new 10 oz bags are 100% vegan as they contain our newest plant-based recipes. However, our mini packs have marine collagen.

 

Why is LÜME more expensive than "regular" granola snacks?

Even though LÜME might look similar to traditional granolas, they're totally different. 

LÜME is crafted to offer added health benefits typically derived from taking a supplement. We add clinically proven blends made in France to the new LÜME Glow collection and herbal energy boosting blends to LÜME Fit. It's the equivalent of buying a high-end supplement and snack in one (hence the higher price.)

We use a variety of premium & organic ingredients to ensure you're getting the highest quality snack possible that not only tastes great, but is great for you.

  

What's In LÜME?

You can find our ingredient lists on each product page under the FAQ section :)

 

How should I eat LÜME?

We love pairing LÜME with yogurt, with your favorite milk, or as a snack you can enjoy throughout the day. Feel free to get creative and add LÜME to açaí bowls, smoothies, or enjoy straight from the pouch.

 

Is LÜME kosher?

Yes, LÜME is made with 100% kosher certified ingredients.

 

Is LÜME dairy-free?

Yes!

 

Is LÜME Gluten-Free?

Yep! 100% gluten free

 

Does LÜME contain refined sugars?

Nope! 

 

Where are LÜME ingredients sourced from?

All of our ingredients are sourced from premium sources to ensure you receive a high quality goodness you’ll enjoy time and time again. Many of our ingredients are sourced from local farms.

 

Is LÜME made with non-gmo ingredients?

Hell yes!

 

What is 100% satisfaction guarantee?

If you're not completely in love with your LÜME, we'll refund your first order up to $30 in full. But, also let us know at hello@eatlume.co and tell us how we can improve them so we can make sure to fulfill your wildest snack fantasies together ;)

If your item has been damaged, please contact us at hello@eatlume.co with a photo of the damage and we will take care of you.

 

How big is each LÜME pouch?

We have two different sized pouches. Our standard 10 OZ bags and our 1.8 OZ mini pouches for travel / on-the-go.

    

Creating & Managing Your Account

How can I create an account?

Step 1: Head to https://www.eatlume.co/account/register  

Step 2: Enter the information being requested.

Note! If you want to track orders, you must use the same email you purchased with!

 

Step 3: Click "Account" on the top right of the homepage. 

Note: Now that your account is created, you will see your orders display here!

 

 

Account Troubleshooting:

Why does it say my email is already associated with an account or is giving me an error message?

If you're receiving a message like this, you may have already registered an account with us. You can get access to it by resetting your password. You can do this by going back to the original sign-in page and clicking on "Forgot your password?"

 

 

I'm still having trouble getting access

If you're still having trouble accessing your account, please email us hello@eatlume.co and enter "Account Trouble" in the subject line.

Subscriptions

Do you have a monthly subscription?

Yes! You can receive LÜME monthly by selecting the option labeled as "Subscribe & Save" on our checkout page. 

For a one time purchase only, you may select the 'One-Time Purchase' option.

Rest assured, regardless of the option you select, your payment information is safe. We utilize an encryption service to process all payments.

 

Is there any minimum commitment for our subscriptions?

Nope! Cancel anytime.

 

How do I update subscription billing info?

Login to your account, click "Manage Subscriptions" button underneath the account details section, and then click "Billing Information" on the left side of the page. You can then click "Edit" next to billing information or "Update Card" to update your credit card. 

 

How do I update my shipping address?

Login to your account, click on "Subscriptions" and then click "Edit" to the right of your address to change your address.

 

Can I add or change the products in my subscription?

Yep! Log into your account, click the "Manage Subscriptions", then click "Subscriptions" and then click "Edit" next to your subscription. Here you can change product type, quantity, & frequency of your subscription. You can add new subscriptions at any time by purchasing them through our shop page. Just make sure you're logged in.

 

How do I skip a subscription delivery

Log into your account, click the "Manage Subscriptions" button and click on "Delivery Schedule" on the left side of the page. To skip a delivery, click "Skip" to the right of the specific delivery.

 

How do I pause or cancel my subscription?

Log into your account, click "Manage Subscriptions" and click "Cancel" next to each product you are subscribed to.

 

Additional

I can't get into my account

Managing many accounts can be stressful. If you are having trouble logging in and you’ve already tried changing your password, let us know and we can help figure it out. Please reach out to hello@eatlume.co and write "Trouble With Account" in the subject line.

 

My discount code is not working

We would be more than happy to get this sorted out for you. Just let us know what code you’re trying to use via email and we will get it fixed! 

 

What is EcoCart?

EcoCart is a third-party company that helps us offset the carbon footprint of each and every order placed on our website. The EcoCart algorithm will calculate the carbon emissions for each order and the cost to offset it with the programs EcoCart has in place. Then, we pay that cost so we offset all the emissions from our orders.

Check out their website for more information on how EcoCart works!

 

How do I use a promo code?

To use a promo code, you’ll need to enter it in the ‘Promo Code’ field on the payment section of checkout. Once you hit ‘Enter’, your cart should update automatically to show your discount!

 

For Additional Support or To Say Hi 

Email us at hello@eatlume.co and we will get back to you promptly.