Customer Service

• Contact Us
• How to Order
• Processing & Shipping
• Customer Satisfaction Policy
• How to Return Products

Contact Us

For personal customer service call us at our toll free number: 1-888-590-2299 or email info@lunapads.com. Visit our Contact Us page to see where we are located and to find more information.

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How to Order

• Order online with our secure shopping system! We use a secure third party credit card processor, to process all credit card orders. Customer credit card information is destroyed as soon as the order is approved.
• To place an order by fax or mail , download our price list and order form, print and complete it, including your contact details, and fax it to us at 1-604-681-9904 (or mail to the address on the order form). Be sure to include fabric, size and style preferences.
• Call 1.888.590.2299 or 1.604.681.9953 to order by phone.
• We accept VISA, MasterCard, certified cheques or money orders. (Please note all cheques and money orders must be received prior to orders being shipped and must be redeemable in Canada.)

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Processing & Shipping

Online orders are processed within 3-5 business days, unless there is an unexpected delay, in which case you will be notified. We are not in the office on the weekends, and are therefore unable to process or ship orders placed on Friday until the following work week. Orders placed at the beginning of the month or that take advantage of special offers may take a few extra days due to increased volume. Orders paid by check or money order are held for processing and may take an additional 14 business days to allow for clearance of funds.

Please note that shipping time estimates below do not include order processing, as shipping begins when your package has been picked up by our mail carrier. As noted above, orders are normally processed within 3-5 business days. We process & ship orders daily.

Products are mailed in plain manilla envelopes with our return address information, 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.)

Within Canada   

All orders within Canada are shipped via Expedited service, which delivers the next business day locally, 1 to 3 business days regionally, and 2 to 7 business days nationally between major Canadian centres. Please allow an additional 3-5 business days if you are located outside of these major centres.

To the United States  

There are no published delivery standards for US Air service; however, there is an expectation similar to that of the equivalent parcel service. Although some exceptions apply, this expectation is 6-12 business days between major centers in Canada and major centers in the U.S.A. Please allow an additional 3-5 business days if you are located outside of these major centers.

US Expedited service has the same 6-12 day delivery expectation, but also features tracking and the ability to adequately insure orders valued over $100. Your tracking number will be sent along with your shipping confirmation email.

US Xpresspost delivers in 3 to 5 business days. Service standards are based on the day of pick-up (day 0) plus the number of business days required for delivery and do not include weekends and statutory holidays. Please note before choosing Xpresspost shipping, that orders placed before 2pm PST will ship the next day, whereas orders placed after 2pm PST will ship 2 days later. Your tracking number will be sent along with your shipping confirmation email.

International Destinations

Approximately 14-28 business days, via International Air. Please note that international orders are often subject to customs duties and taxes. If this is a concern, we highly advise contacting your local customs office for more information. Additionally, as customs wait times can often be lengthy, we will not send replacement items until 60 days have passed. If you have any additional information to help your package get through customs faster, please let us know when you place your order.

Shipping Costs

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Customer Satisfaction Policy

We hope that you will be happy with your natural menstrual products and that they meet your needs and expectations. If, however, you experience a problem with your purchase, please contact info@lunapads.com or call us toll free at 1.888.590.2299. Should you wish to return or exchange eligible products (see below), please complete the Product Return Form enclosed with your order (and available here) and send it along with any goods you wish to have exchanged or refunded.

•  Lunapads can be conditionally 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 items are a final sale and cannot be accepted for refund or exchange.

• DivaCups cannot be accepted for refund or exchange except in the case of manufacturing defects.

"Thank you so much for the phone message. I wish I had been available to speak with you personally. It’s amazing that in a world of multi-national corporations that care more about their profits than their products, there are still people who take the time to make sure their customers are satisfied.” Jamie D.

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How to Return Products:

If you no longer have the Product Return Form mailed with your order, you may download and print a PDF version here. We ask that you include a completed copy of this form with every return you wish to make. Items mailed back without a form may take an additional 4-6 weeks to be processed.

To return products for exchange or refund, please follow these instructions carefully:

• Send products via regular mail, surface/ground rate (we will not accept returns by courier) to the address below.

Lunapads International Products Ltd.
3471 Commercial Street
Vancouver, BC
V5N 4E8 Canada


• Include a completed version of the Product Return Form enclosed with your order and available here.
• Shipping charges are non-refundable, and we cannot refund or give credit for mailing costs associated with returns and exchanges unless it is as a result of our error. We do not honor returns on clearance merchandise.
• If you are returning products from outside of Canada, please fill out any 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. Shipping charges are non-refundable.

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