Business Information
The business and support information behind your order.
Houston, TX 77064
United States
Shipping & Delivery Policy
Whether you are ordering a new toy, a feeding accessory, or an everyday pet-care essential, we want you to know what happens after checkout.
Last updated: October 14, 2026Normal order processing time
Unless a different offer is shown at checkout
Shipment details sent by email
Estimated shipping times
These estimates begin after processing is complete and the carrier accepts your package.
These are estimates, not guaranteed delivery dates. Available destinations and the final shipping charge are confirmed during checkout.
Order Processing
After an order is submitted successfully, we normally need 2–4 business days for payment verification, product inspection, packaging, and shipment preparation. During holidays, promotions, or unusually busy periods, processing may take up to 5 business days.
Business days exclude Saturdays, Sundays, and public holidays. Processing time is separate from shipping time.
When we cannot ship within the applicable promised time, we will contact you with an update and offer the options required by law, including the choice to agree to the delay or cancel for a prompt refund.
Shipping Charges
A standard flat shipping fee of $5.99 per order applies unless a different promotion or rate is clearly displayed on the product page or at checkout. The complete shipping charge is shown before you confirm payment.
Customs duties, import taxes, brokerage fees, or local handling charges may apply to international deliveries and are addressed below.
Fulfillment & Multiple Shipments
Pet products may be dispatched from different fulfillment locations according to inventory and destination. An order containing multiple items may arrive in separate packages with separate tracking numbers.
We will not add a shipping fee solely because we divide one order into multiple shipments.
Shipping Confirmation
When your order is transferred to a carrier, we will send a shipping confirmation to the email address used at checkout. Where available, it will include the carrier, tracking number, and a way to check delivery progress.
The first tracking update may take 1–3 business days to appear after a label is created. A short gap in updates does not necessarily mean the package has stopped moving.
Address Changes & Cancellations
Please check your delivery address carefully before placing an order. To request a correction or cancellation, email service@lunvoripets.com within 12 hours of purchase and include your order number.
We will make a reasonable effort to help, but a change may be unavailable once fulfillment has begun. A carrier may be unable to redirect an order after dispatch. If an incorrect address causes an undeliverable package, we will review available options and explain any applicable reshipping cost.
Customs & Import Charges
International orders may be assessed customs duties, import taxes, brokerage fees, or local handling charges by the destination country. Unless checkout states otherwise, these amounts are separate from our product prices and shipping fee and are the customer’s responsibility.
We do not set these charges and cannot predict their amount. Customs inspections and local import procedures may also affect delivery time.
Delivery Delays
Weather, holidays, customs inspections, carrier disruptions, local postal operations, transportation issues, or incorrect delivery details can affect arrival times. If you contact us about a delay, we will review the available tracking information and help you identify the next step.
Where an order has not yet shipped within the applicable promised time, we will provide the delay and cancellation options described under Order Processing.
Packages Lost in Transit
If you believe a shipment is lost, contact us with your order number, name, delivery address, and tracking number. We will review the carrier’s information and work toward an appropriate resolution, which may include a replacement or refund when warranted.
A temporary tracking delay does not by itself confirm that a package is lost.
Damaged or Incorrect Items
Please inspect your pet products soon after delivery. If an item is damaged, defective, or different from what you ordered, contact us as soon as possible, preferably within 72 hours. Include your order number, a description, and clear photos of the product and packaging when available.
We will review the issue and explain the available replacement, refund, or other remedy. The suggested 72-hour contact period does not limit rights provided by applicable law. Please retain the product and packaging while we review your request when practical.
Marked Delivered but Not Found
If tracking says “delivered” but you cannot find the package, check your mailbox, porch, reception area, garage, or other safe location. You may also ask household members or building staff and contact the local carrier with your tracking number.
If it is still missing, email us so we can review the shipment details with you.
Refused or Undeliverable Packages
A carrier may return a package because an address is incomplete, delivery is refused, a collection window expires, access is unavailable, or required import charges are unpaid.
Once the package reaches the appropriate facility, we will review the order and explain the available refund or reshipping options. Any deduction for shipping or carrier return charges will be made only where permitted by applicable law.