Frequently Asked Questions

Welcome to Lumia Paw! Below are answers to the questions we hear most. Can't find what you're looking for? Get in touch and our team will be happy to help.

Shipping & Delivery

How much does shipping cost?

Shipping is free on any order over $100, or on any order with two or more items. For smaller single-item orders, a shipping rate is calculated at checkout before you pay.

When will my order arrive?

Most orders are processed and dispatched within a few business days. Delivery time then depends on the item and your location. As soon as your order ships, we'll email you a tracking link so you can follow it the whole way.

Where do you ship?

You can confirm availability and shipping rates for your area by entering your address at checkout. If you have any questions about delivery to your region, just reach out.

How do I track my order?

Your shipping confirmation email includes a tracking link. If you can't find it or need an update, contact us with your order number and we'll track it down for you.

Returns & Refunds

What is your return policy?

We offer easy 30-day returns. If you're not happy with your purchase, you can return unused items in their original condition and packaging within 30 days of delivery.

How do I start a return?

Send us a message through our Contact page with your order number and the item you'd like to return, and we'll guide you through the next steps.

When will I receive my refund?

Once we receive and inspect your returned item, your refund is issued to your original payment method. Please allow a few business days for it to appear, depending on your bank or card provider.

Orders & Payment

What payment methods do you accept?

We accept all major credit and debit cards, along with accelerated checkouts like Shop Pay, Apple Pay, and Google Pay. Your payment details are always processed securely.

Can I change or cancel my order?

If your order hasn't shipped yet, we'll do our best to help. Contact us as soon as possible with your order number and the change you'd like to make.

Products & Support

How do you check product quality?

Every product passes a hands-on review before it's listed — pet-safe materials, supplier track record, and accurate sizing. See Our Quality Standards for exactly how we decide what makes the cut.

How do I choose the right product for my pet?

Each product page includes details on sizing, materials, and use. If you're still unsure, message us with a bit about your pet and we'll point you in the right direction.