Shipping policy

PetLumina Shipping Policy

Order Processing

All orders are processed within 1–3 business days (excluding weekends and public holidays) after receiving your order confirmation email.
You’ll receive another notification when your order has shipped, including your tracking number.

If we experience an unusually high volume of orders or a temporary stock delay, we’ll notify you immediately via email.

Shipping Times by Region

PetLumina partners with trusted fulfillment centers worldwide through Zendrop Fulfillment.

Estimated delivery times:

  • 🇺🇸 United States: 5–10 business days (average ~8 days)

  • 🇦🇺 Australia: 8–12 business days

  • 🇬🇧 United Kingdom: 7–10 business days

  • 🇳🇿 New Zealand: 8–12 business days

  • 🇨🇦 Canada: 7–12 business days

  • 🌍 Rest of World: 10–15 business days

Most orders arrive within these timeframes; however, delivery times may vary slightly due to customs clearance, carrier delays, or high-volume shipping periods.

Delivered Duty Paid (DDP Shipping)

All international orders are shipped Delivered Duty Paid (DDP).
This means all import taxes, duties, and customs fees are included in your order total — you will not receive additional charges upon delivery.

Tracking Your Order

Once your order has shipped, you’ll receive a tracking link by email.
Please allow 3–5 business days after dispatch for tracking to update as the carrier scans your parcel into their network.

You can track your shipment anytime through your confirmation email or the Order Tracking page on our website.

Delivery Issues & Wrong Addresses

Please double-check your shipping address before placing your order.
If an incorrect address is provided and the package is returned to us, you may be responsible for reshipping costs.
PetLumina is not liable for lost or delayed parcels caused by incomplete or inaccurate delivery information.

Missing or Lost Parcels

If your order has not arrived within 30 business days of shipment, contact us at petlumina.team@gmail.com with your order number.
We’ll investigate with our fulfillment partner and, if confirmed lost in transit, arrange a free replacement or full refund.
All shipments include tracking and insurance for transit loss.

Partial Shipments & Multiple Items

If you ordered multiple items, they may be shipped separately to ensure faster delivery.
You’ll receive separate tracking numbers for each package if this occurs.

Pre-Orders & Backorders

Items marked as Pre-Order or Backorder may require additional processing time before dispatch.
Estimated restock dates will always be displayed on the product page before checkout.

Contact

For any shipping-related questions or updates, please reach out to:
📧 petlumina.team@gmail.com