FAQ

Here you will find answers to frequently asked questions to make your shopping experience smooth and easy.

1. When will my order be shipped?

All orders are processed and shipped within 1-2 working days.
During peak times, processing may take a little longer.

2. How long does delivery take?

Delivery times vary depending on the destination country.
The exact delivery time will be displayed during checkout, based on your delivery address.

3. How can I track my order?

Once your order has been shipped, you will receive an email with your tracking number.
With this, you can track your package at any time.

4. Do your products come with a warranty?

Yes! All our products include a quality guarantee.
If an item has a manufacturing defect, we will replace it or refund the purchase price.

5. What is your return policy?

We offer a 14-day return period for all countries.
Returned items must:

• Be unused
• Be in the original packaging
• Be in resalable condition

For full details, please visit our Refund & Return Policy page.

6. Which items are excluded from returns?

For hygiene and safety reasons, the following items cannot be returned:

• Grooming tools (brushes, combs, etc.)
• Hygiene products (shampoos, sprays, lotions, etc.)
• Food and water bowls (when open or in use)
• Pet beds, blankets and textile items (when used)
• Item without original packaging
• All products that have been opened or used

7. What happens if I receive the wrong or a damaged product?

Should your order arrive incorrect or damaged, please contact us within 48 hours and send us photos of the item.
We will send you a replacement immediately or refund the full purchase price.

8. Who pays for the return shipping?

• If the product is incorrect or defective → We will cover the return shipping costs.
• For all other returns → The customer bears the return shipping costs

9. How can I contact you?

📧 Email: support@lunopetworld.com
💬 Live Chat: Available on our website