Shipping Policy
1. Order Processing Time
All orders are processed and dispatched from our fulfillment partner(s) shortly after purchase.
- Dispatch time: 1–2 business days
You will receive an order confirmation email immediately after purchase, and a separate shipping confirmation email with tracking information once your order dispatches.
Dispatch times do not include weekends or public holidays, and may occasionally be extended during high-demand periods (e.g., sales, holidays).
2. Shipping Destinations
We currently ship worldwide. If we are unable to ship to your location for any reason, we will notify you and issue a full refund.
3. Delivery Times
Once dispatched, international orders typically arrive within 7–12 business days, depending on destination, customs processing, and local carrier conditions.
| Destination | Estimated Delivery Time (after dispatch) |
|---|---|
| International | 7–12 business days |
Total estimated delivery time = 1–2 days dispatch + 7–12 days transit = approximately 8–14 business days from order date.
These are estimates, not guarantees. Delivery times may vary due to customs clearance, weather, or carrier delays beyond our control.
4. Order Tracking
Once your order dispatches, you'll receive a tracking number by email. Please allow 24–48 hours for tracking information to update.
Orders with multiple items may ship separately from different warehouses and arrive in separate packages at different times — this is normal and does not mean part of your order was lost.
5. Customs, Duties & Taxes (International Orders)
International orders may be subject to import duties, taxes, or customs fees charged by the destination country. These fees are the responsibility of the customer and are not included in the item price or shipping cost. We have no control over these charges — please check with your local customs office if you have questions.
6. Incorrect Addresses
Please double-check your shipping address at checkout. We're not responsible for orders sent to an incorrect or incomplete address provided by the customer. If a package is returned to us as undeliverable, we'll contact you to arrange reshipment, which may incur an additional shipping fee.
7. Lost, Delayed, or Damaged Packages
- Lost packages: If tracking shows "delivered" but you haven't received your order, contact us within 7 days so we can investigate with the carrier.
- Delayed packages: International transit can occasionally run past 12 business days due to customs or carrier delays. If your order exceeds 20 business days from dispatch, contact us and we'll look into it.
- Damaged or defective items: Contact us within 7 days of delivery with photos of the item and packaging, and we'll arrange a replacement or refund.
Reach us anytime through our contact page.
8. Order Changes & Cancellations
Because orders are dispatched quickly (within 1–2 days), we can only accommodate changes or cancellations within 24 hours of purchase. Contact us as soon as possible if you need to make a change.
9. Contact Us
LumoPawz
Website: lumopawz.com