Shipping policy
Shipping Policy
At PawLuna, we want your order experience to be clear, simple, and worry-free. This Shipping Policy explains how we process, ship, and deliver orders placed through our store.
By placing an order on PawLuna, you agree to the shipping terms described below.
Order Processing Time
After your order is placed, we begin processing it as soon as possible.
Most orders are processed within 1–3 business days. Processing time includes order confirmation, payment verification, preparation, and handling before shipment.
Please note that processing times may be longer during holidays, high-demand periods, supplier delays, or unexpected operational issues.
Shipping Time
Estimated delivery time depends on your destination, shipping carrier, and local delivery conditions.
Most orders are typically delivered within 7–20 business days after processing.
Delivery times are estimates only and may vary due to customs checks, postal delays, local carrier issues, weather conditions, holidays, or other factors outside our control.
Free Shipping
PawLuna currently offers free shipping on eligible orders unless otherwise stated at checkout.
If shipping costs apply to your order, they will be shown clearly before you complete your purchase.
Shipping Destinations
We ship to the countries and regions available at checkout.
If your country or location is not available during checkout, we may not currently support delivery to that destination.
Order Tracking
When your order ships, you may receive a shipping confirmation email with tracking information if tracking is available for your shipment.
Tracking updates may take several days to appear after the package has been handed to the carrier.
If your tracking information does not update right away, please allow extra time for the carrier system to refresh.
Incorrect Shipping Address
Please make sure your shipping address is correct before completing your order.
PawLuna is not responsible for delays, failed delivery, or lost packages caused by incorrect or incomplete shipping information provided at checkout.
If you notice an address mistake after placing your order, please contact us as soon as possible.
We will do our best to help, but we cannot guarantee that changes can be made after an order has already been processed or shipped.
Delivery Delays
Sometimes deliveries may take longer than expected.
Delays can happen because of customs processing, carrier delays, local postal issues, weather, holidays, high shipping volume, or other events outside PawLuna’s control.
We understand delays can be frustrating, and we recommend checking your tracking information first if available.
If your order is significantly delayed, please contact us and we will help review the situation.
Customs, Duties, And Taxes
Depending on your country, your order may be subject to customs duties, import taxes, VAT, or other local charges.
These charges are determined by your local customs authority and are the responsibility of the customer unless otherwise stated at checkout.
PawLuna does not control customs fees, import rules, or local tax charges.
Lost Or Missing Packages
If your package appears to be lost, please contact us with your order number and the email address used at checkout.
We may ask you to confirm your shipping address and check with your local carrier or postal service.
If the package is confirmed as lost, we will review the case and help find a suitable solution according to our store policies.
Delivered But Not Received
If tracking shows that your package was delivered but you did not receive it, please first check:
near your door, mailbox, porch, reception desk, or delivery area;
with household members, neighbors, or building staff;
with your local carrier or postal office.
If you still cannot locate the package, contact us and we will help review the issue.
Damaged Packages
If your order arrives damaged, please contact us as soon as possible.
To help us review the issue, include your order number, photos of the damaged package, photos of the damaged product, and a short explanation of the problem.
We will review the case and help you according to our Return & Refund Policy.
Order Changes And Cancellations
If you need to change or cancel an order, contact us as soon as possible.
We can only help with changes or cancellations before the order has been processed or shipped.
Once an order has already been shipped, we may not be able to change the address, cancel the shipment, or stop delivery.
Multiple Items In One Order
If your order includes more than one item, items may sometimes arrive separately.
This can happen because products may be processed, packed, or shipped from different locations.
If your items arrive in separate packages, you may receive separate tracking updates.
Shipping Confirmation
After your order has been processed and shipped, you may receive a shipping confirmation email.
Please make sure the email address entered at checkout is correct so you can receive order updates.
If you do not receive a confirmation email, check your spam or promotions folder first.
Questions About Shipping
If you have any questions about shipping, delivery, tracking, or your order status, please contact us.
To help us respond faster, include your order number, the email address used at checkout, and a short description of your question.
Final Note
We want your PawLuna order to arrive safely and as smoothly as possible.
Shipping times can vary, but we are here to help if you have questions about your order, delivery status, or shipping details.