Have Questions?
To learn more about why we believe reusable menstrual products are eco-friendly, money-saving, healthy alternatives to disposable pads and tampons, read our Why Switch section. For answers to frequently asked questions about our products, see our Tips & Advice and How-to Videos. See what our customers have to say on our Testimonials page.
Still need help? No problem! Email customer service at info@lunapads.com. Our typical response time is 1-2 business days. For more urgent inquiries, contact Live Assistance or call us at 1.888.590.2299. If our office is closed, please leave a message on the customer service line. Be sure to include your name, phone number, and the best time to reach you.
If you've written to us but have not received a response, please check your email spam folder and ensure that Lunapads.com is on your safe list.
You can also contact us via Facebook @ Lunapads.com and Twitter @ Lunapads.
Shopping Online
For your convenience, we have organized our catalogue of products into categories. Our category pages are Pads, Pantyliners, Kits, The DivaCup, Underwear, Wash & Go and Extras. Look for our recommendations under each item to see if a product might be the right fit for you.
If you're feeling a bit lost or overwhelmed, try starting with our recommendations and bestsellers. This is an easy way to navigate to products suited for a variety of flows (Light, Average, Heavy), needs (Everyday, Active/Travel, Pregnancy, Postpartum, Incontinence) and bodies (Girls & Teens, Petite, Plus Size).
Clicking on any product will take you to a its detail page, where you can view more images, read reviews, and choose a fabric, pattern, color, or style. Product detail pages also provide construction & performance information, as well as instruction on how to use, wash and care for each product.
When you have made your selection, enter a quantity and click "add to bag". At this point, choose to either continue shopping or proceed directly to checkout. To return to your shopping bag and review your order at any time, click "shopping bag" in the top right hand corner of this website. At checkout, simply follow the steps outlined. When your order has been placed, you will receive confirmation by email.
Customer Accounts
By creating an account with our store, you will be able to move through the checkout process faster, store multiple shipping addresses, view and track your orders in your account and more. If you prefer not to register, you may also shop as a guest.
Forgot your password? Visit this page to have a new password sent to your email address.
Compare Items
Once you've narrowed your options down to products suitable for you, try our handy compare feature! Click "add to compare" under 2 or more products, and then "compare items" halfway down the right hand side of the category page. Our compare tool provides a quick overview of reviews, prices, kit contents, and more.
Saving Money
Discount promo codes are entered in the promotional code box in your shopping bag. If you receive an error message, it may mean that your code has expired or you have not met the minimum purchase amount required. Check your code for any typos and try again. Promo codes are not case sensitive. Limit 1 promo code per order.
Multiple item (buy 3 and save) or bundle (get a moon pad bag for $3 off with a kit) discounts are combined with additional coupon code savings in your shopping bag. This total discount amount is shown below the subtotal, and again in the order review section of our checkout. In your shopping bag, click "show discounts applied" to see your total savings.
Newsletter Signup Discount
A promo code for $5 off orders over $35 is sent to the email address you use to subscribe to our newsletter. This discount is not applied automatically. To receive your $5 discount, you must enter your promo code before proceeding through checkout.
Buying Clubs
Orders over $300 may be eligible for a 20% discount. Click here to learn more about Lunapads Buying Clubs.
Order Changes
Orders are often shipped the same day they are placed, so it is important that you contact us as soon after placement as possible to change or cancel your order. If your order has already left our office, it cannot be cancelled. In these cases, you will need to return the items you ordered for refund or exchange. Return instructions are below.
For security purposes, our website does not store credit card information. If you would like to add items to your order, please call us with your credit card information so that we can make the adjustment for you.
If you have chosen a mixed fabric kit but would like to customize which fabrics we include, simply place your order and respond to the confirmation email with your fabric requests. We will do our best to accomodate you.
Backorders
Sorry, we cannot take backorders on out of stock items. If we discover that an item you ordered has run out of stock before we were able to ship it to you, you will receive an email outlining your options. Most items return to in stock status within 2 weeks.
Payment Methods
Use the flags located at the top right hand corner of our website to choose your currency. Select the 
Canadian flag and pay CAD on orders shipped within Canada, or the 
US flag and pay USD for orders shipped anywhere else in the world.
All online payments are handled by Chase Paymentech, a leading credit card processor. Lunapads.com accepts Visa and Mastercard. Debit Cards that are backed by Visa or Mastercard may also be used. Sorry, Paypal is not currently available - we are looking into it.
For mail-in orders, please ensure you have purchased a money order that is redeemable in Canada. Payment options for walk-in customers are Cash, Visa or Mastercard.
Most prepaid credit cards are not accepted online, due to secure AVS (address verificiation) checking systems. Contact your credit card company for assistance if you would like to use your credit card gift card on our website. They may be able to register your card with your name and billing information.
Lunapads.com features a secure SSL connection during each transaction, which keeps your information safe and private.
International Service Assessments
Because some banks charge a service fee on transactions which occur outside the United States, you may notice an additional 1-3% charge on your statement. Please contact your bank for further information.
Shipping Information
All orders are shipped from our office in Vancouver BC, Canada. While delivery time will depend on your location, you can expect to receive your order within 1-2 weeks from date of placement. Refer to our expanded shipping information for service rates and delivery times.
Online orders are mailed out within 1-2 business days, unless there is an unexpected delay. Please note that orders placed at the beginning of the month or during a sale may take a few extra days to ship due to increased order volume. Orders placed on Friday afternoon or on the weekend will be mailed on the following Monday or Tuesday.
You will receive notification by email when your order is shipped. The # of days from that email until your order is delivered depends on your location and the shipping service you selected. To determine an estimated arrival date, refer to our delivery information.
Products are mailed in plain manila envelopes with our return address, but do not specify the nature of the business or contents. All shipments outside of Canada are labeled with a generic description of the contents for customs purposes (i.e. "Cloth Pads made in Canada", "Silicone Cup made in Canada", etc.)
Please note that all cross-border shipments are subject to inspection and may incur customs duties and taxes. If this is a concern, we advise you contact your local customs office for more information.
Tracking your Order
Orders shipped within Canada may be tracked by Reference Number via Canada Post. Your reference number is your Order ID #, which you will have received by email. Canada Post's tracking system is updated daily, however, due to processing delays, your tracking information may not be available the same day that your order was picked up & scanned by our mail carrier. This does not mean that the item has not been mailed; it only means that no scans were recorded at the time the item was tracked. In these situations, it is recommended that you sign up to receive delivery updates by email.
US Orders are shipped Standard Air Mail, unless Xpresspost service is selected. Standard Air Mail does not include tracking information, although missing or lost orders are extremely rare. Choose US Xpresspost if you would like to be able to track your order. We will email your tracking number to you once your order has been shipped.
All International Orders are shipped Standard Air Mail, and therefore do not include tracking service.
International Ordering
We accept and ship orders from all over the world on a daily basis. Email us at info@lunapads.com to find out if your country is on our ship-to list.
Please allow 14-28 business days for International Air deliveries to factor in both travel time and customs inspections. As customs wait times can often be lengthy, replacement items for missing orders will not be sent until 60 days have passed. If you can provide us with additional information to help your package get through customs faster or without penalty, please let us know when you place your order.
Customer Satisfaction Policy
We do our very best to ensure you are happy with your purchases and that they meet your needs and expectations. If, however, you experience a problem with an item you ordered, please contact info@lunapads.com or call us toll free at 1.888.590.2299. If you wish to return or exchange eligible products (see below), please complete the Product Return Form enclosed with your order and include the form with the products you wish to have exchanged or refunded.
Lunapads can be refunded or exchanged for other products for up to 90 days from purchase date. If you have purchased several pads, please use and wash only 1 or 2 of them in order to ensure your comfort and satisfaction prior to using and washing all of them. We cannot guarantee exchange or refund of multiple pads that have been washed or used.
Lunapanties can be refunded or exchanged for other products for up to 90 days from purchase date. To ensure that you are satisfied with the size and fit, please try Lunapanties on over your own underwear. If you have purchased several pairs, please use and wash only 1 of them in order to ensure your comfort and satisfaction prior to using and washing all of them. Please contact us if you have any questions, concerns or defective merchandise.
Clearance purchases are final and cannot be accepted for refund or exchange.
The DivaCup cannot be accepted for refund or exchange, except in the case of manufacturing defects. Please contact us for instructions on how to report the defect.
Returns & Exchanges
Please refer to our Customer Satisfaction Policy before returning products to us for exchange or refund, and include a completed copy of our Product Return Form with every return you wish to make. Items mailed back without a form may take additional time to be processed.
When returning products, please send them via regular mail: surface/ground rate (we will not accept returns by courier) to Lunapads at 3433 Commercial Street, Vancouver BC, V5N 4E8.
Original shipping charges are non-refundable. Refunds or credit for mailing costs associated with returns and exchanges are not made unless it is as a result of our error (i.e. we sent you the wrong product/not what you ordered or defective merchandise). As stated in our Customer Satisfaction Policy, we do not honor returns or refunds on Clearance items or The DivaCup.
If you are returning products from outside of Canada, please complete customs stickers or documents as follows: "Goods returning to Canada - $0 value." Please do not indicate a dollar value as we will be erroneously charged tax by Canada customs.
If you have any questions about the status or eligibility of your return or exchange, please email us at info@lunapads.com.
Find a Store
If you'd like to purchase Lunapads closer to home, click here to view a list of retailers and e-tailers that carry our products. We do our best to keep our retailer list current, but cannot guarantee that every store listed will have the stock that you desire. Please call ahead to ensure product availabilty before visiting. If you are in the Vancouver area and would like to shop our shelves, email us at info@lunapads.com or call 604.681.9953 to make an appointment to visit our office. See you soon!
A Note on Gender
Lunapads users and community members are cisgender, transgender, genderqueer and transsexual individuals who span the gender spectrum. Due to the nature of our products, cisgender women comprise the majority of our customer base. However, we are committed to creating an inclusive and welcoming space for all those seeking eco friendly solutions to their everyday and monthly needs. Check out this blog post for more info: http://lunapads.com/blog/2011/12/all-genders-all-bodies/. If you are a trans* person who has questions or concerns, please write to lisa@lunapads.com.
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