Shipping and Delivery
At Pet Lua, we work to ensure that your order is processed and shipped as quickly and safely as possible.
After payment confirmation, your order goes through a processing and preparation period before shipment. Order processing typically takes 1 to 3 business days.
Delivery times may vary depending on the destination country, product availability, shipping carrier, and possible customs procedures.
In general, the estimated delivery time is 7 to 25 business days.
We use different logistics partners and shipping carriers to deliver orders, depending on the customer's location and the availability of shipping services.
Please note that the delivery times provided are estimates and may change due to factors beyond our control.
Order Tracking
Once your order has been shipped, tracking information will be provided whenever available.
Please allow a few days for the tracking information to be updated in the carrier's system after shipment.
If the tracking information shows that your order is in transit, it means that your package is on its way. Delays in tracking updates do not necessarily mean that the package has been lost.
Incorrect Address
It is the customer's responsibility to ensure that all delivery information is correct when placing an order.
If you notice that you have entered an incorrect address, please contact us as soon as possible. We will do our best to assist you before your order is processed or shipped.
Once an order has been shipped, it may not always be possible to change the delivery address.
Pet Lua is not responsible for orders sent to incorrect addresses provided by the customer.
Delayed Packages
Although we work to ensure that all orders are delivered within the estimated timeframe, delays may occur due to customs procedures, carrier delays, weather conditions, or other circumstances beyond our control.
If your order significantly exceeds the estimated delivery timeframe, please contact our customer support team so we can review the situation and assist you as best as possible.
Lost or Missing Packages
If the tracking information indicates that your package has been lost or there is an issue during transportation, please contact us.
Our team will review the situation together with the shipping carrier and work to find the best possible solution.
Packages Marked as Delivered
If the tracking information shows that your order has been delivered but you have not received the package, we recommend checking with family members, neighbors, your building management, or anyone else who may have accepted the delivery.
We also recommend contacting the shipping carrier responsible for the delivery.
If you still need assistance, please contact our customer support team.
Questions
If you have any questions about the shipping or delivery of your order, please contact us through the Pet Lua contact page.