Shipping policy
LuminaPaw Shipping Policy
Last Updated: May 2026
At LuminaPaw, we’re committed to getting your pet’s favourite products to you safely and as quickly as possible. Please read our shipping policy below so you know exactly what to expect from the moment you place your order.
Order Processing
All orders are processed within 1–2 business days (Monday through Friday, excluding public holidays) of payment confirmation. You will receive an email confirmation with your order details immediately after purchase, and a separate shipping confirmation email with tracking information once your order has been dispatched.
Orders placed on weekends or public holidays will be processed on the next available business day.
During promotional events, holidays, or high-demand periods, processing times may extend to 3–4 business days. We’ll always keep you informed if there are any unexpected delays.
Shipping Methods & Carriers
We partner with trusted national and international carriers to deliver your order safely, including:
• USPS
• UPS
• FedEx
• DHL Express (international orders)
The carrier assigned to your order depends on your location, order size, and selected shipping method. You can view available shipping options at checkout.
Shipping Costs
• Free standard shipping on all US orders over $50
• US orders under $50: flat rate of $4.99
• International shipping rates are calculated at checkout based on destination, weight, and dimensions
Exact shipping costs will always be displayed clearly before you confirm payment.
Order Tracking
Once your order is shipped, you will receive a shipping confirmation email containing:
• Your tracking number
• The name of the carrier
• A direct link to track your package in real time
You can also track your order anytime by visiting our Track My Order page on the LuminaPaw website and entering your order number and email address.
If your tracking information hasn’t updated within 5 business days of receiving your shipping confirmation, please contact us at support@luminapaw.com and we’ll investigate on your behalf.
Customs, Duties & Taxes (International Orders)
LuminaPaw ships internationally on a Delivery Duty Unpaid (DDU) basis. This means:
• Product prices and shipping costs do not include import duties, taxes, or customs fees
• Any applicable charges are assessed by your country’s customs authority upon arrival
• These fees are the sole responsibility of the customer and are not reimbursable by LuminaPaw
We recommend checking your country’s import regulations before placing an international order. If you’re unsure, your local customs office can provide guidance.
Delayed or Lost Packages
We understand how stressful a missing parcel can be, especially when it’s for your beloved pet.
If your package is delayed:
• Check the tracking link in your shipping confirmation email for the latest status
• Carrier delays can occasionally occur due to weather events, customs processing, or high shipping volumes
• If your package shows no movement for 7 business days (domestic) or 14 business days (international), please contact us
If your package appears to be lost:
• Contact us at support@luminapaw.com with your order number and tracking details
• We will open an investigation with the carrier on your behalf
• Once the carrier confirms the package is lost, we will work with you to find a suitable resolution
If your package is marked as delivered but you haven’t received it:
• Check with neighbours or building management first
• Carriers occasionally mark parcels as delivered slightly early
• If the package still doesn’t arrive within 2 business days of the delivery confirmation, contact us right away
Address Accuracy
Please double-check your shipping address at checkout. LuminaPaw is not responsible for orders delivered to an incorrect address provided by the customer. If you notice an error in your shipping address after placing an order, contact us immediately at support@luminapaw.com — we will do our best to correct it before dispatch.
Questions?
For any shipping-related enquiries, please contact us at:
📧 support@luminapaw.com
We aim to respond within 1–2 business days.
Last Updated: May 2026