Shipping policy

1. Service Area

Standard online shipping is available within the United States. Delivery outside the United States requires prior written approval and may be subject to separate taxes, duties, import requirements, service limitations and warranty logistics.

2. Home Devices

In-stock Home Device orders are generally prepared within one to three business days. Transit estimates shown at checkout or provided by a carrier are estimates, not guarantees. Preorder, priority-list, backorder or inventory-constrained products ship according to the written availability notice.

3. Professional Systems

Professional System timing, freight, delivery, installation and training are stated in the written quote or order. Lead times may depend on allocation, configuration, documentation, site readiness, freight capacity and other project requirements.

4. Lumina Freight and Site Coordination

Lumina is delivered through coordinated freight or another method selected by ML-Star. The purchaser must provide accurate access details, loading conditions, doorway and elevator dimensions, floor level, site contact, electrical information and other requested site data. Unless the order states otherwise, construction, electrical work, structural modification, permits, rigging, stairs, cranes, storage and extraordinary access are not included.

5. Installation and Training

Lumina installation and on-site training are organized by ML-Star as described in the order. Other products include only the installation, demonstration or training expressly stated in writing. Delivery alone does not imply that construction, facility preparation or ongoing maintenance is included.

6. Address Accuracy and Changes

The purchaser must provide a complete and accurate delivery address and contact details. Address changes are not guaranteed after processing begins. Additional carrier charges caused by an incorrect address, missed appointment, refusal, inaccessible site, redelivery or storage may be charged to the purchaser.

7. Delivery Inspection

Inspect packages and freight promptly. Note visible freight damage on the delivery record where reasonably possible and take photographs before removing packaging. Contact ML-Star promptly regarding damage, missing items or incorrect products.

8. Lost or Delayed Shipments

Contact ML-Star if tracking does not update or a shipment appears lost. We will work with the carrier, but carrier investigations and replacement timing may vary. ML-Star is not responsible for delay caused by carrier events or circumstances beyond reasonable control, except as required by law.

9. Risk of Loss

Unless a written professional order states otherwise, risk of loss passes upon confirmed delivery to the address provided, subject to mandatory law. If the purchaser authorizes unattended delivery, special placement or another delivery exception, the associated risk may pass when the carrier completes that instruction.

10. Warranty Shipments

Shipping for warranty diagnosis or repair is governed by the ML-Star warranty, not this standard delivery policy. Do not ship a product for warranty service without written authorization.

11. Contact

For shipping, freight, installation or delivery questions, email sales@ml-star.com or call/text 561-321-9425.