Shipping policy
PetLumina Shipping Policy
Effective Date: 22 September 2026
Order Processing
We know you’re excited to receive your PetLumina order, so we aim to get orders on their way as quickly as possible.
Orders are typically processed and dispatched within 1-2 business days after your order is confirmed.
Once your order has been dispatched, you’ll receive a shipping confirmation email with tracking information so you can follow your delivery.
Orders placed on weekends or public holidays may begin processing on the next business day.
During unusually busy periods or in the event of an unexpected stock or carrier delay, processing may take slightly longer. If there is a significant issue affecting your order, we’ll contact you using the details provided at checkout.
Free Shipping Across Australia
PetLumina offers FREE tracked shipping across Australia.
There is no minimum order value required unless otherwise stated as part of a specific promotion.
Any shipping costs applicable to an order will always be clearly displayed before you complete checkout.
Estimated Delivery Times
Most Australian orders arrive in approximately:
6-10 business days after dispatch
Our typical delivery time is approximately 8 business days, although this is an estimate rather than a guaranteed delivery date.
Delivery may occasionally take longer due to carrier delays, public holidays, severe weather, remote delivery locations or other circumstances outside our reasonable control.
We’ll provide tracking information so you can follow your order throughout the delivery process.
Tracking Your Order
Once your order has been dispatched, you’ll receive a shipping confirmation email containing your tracking information.
Please allow a short period after dispatch for tracking information to become active in the carrier’s system.
You can follow your shipment using the tracking link provided in your shipping confirmation email or through the Order Tracking page on our website.
If your tracking information has not updated for an extended period, please contact us and we’ll be happy to help investigate.
Multiple-Item Orders
If your order contains multiple products, components or quantities, they may occasionally be shipped separately.
This allows us to fulfil orders as efficiently as possible.
If your order is split into multiple shipments, you may receive more than one tracking number and packages may arrive at different times.
You will not be charged additional shipping fees because an order is shipped separately.
Incorrect or Incomplete Addresses
Please carefully check your shipping information before completing your purchase.
If you notice an incorrect address after ordering, contact us as soon as possible at petlumina.team@gmail.com.
We’ll do our best to update the address before fulfilment begins, but we cannot guarantee that changes can be made once an order has entered processing or been dispatched.
If an order cannot be delivered because an incorrect or incomplete address was supplied, additional shipping costs may apply if the order needs to be resent.
Nothing in this section limits any rights you may have under Australian Consumer Law.
Delayed Orders
Occasional shipping delays can occur.
If your order is taking significantly longer than the estimated delivery timeframe, please check your tracking information first.
If there has been no meaningful tracking update or you’re concerned about your delivery, contact us with your order number and we’ll investigate the shipment with the carrier or fulfilment partner.
Lost Parcels
If your parcel appears to have been lost in transit, please contact us at petlumina.team@gmail.com with your order number.
We’ll investigate the shipment with the carrier or fulfilment partner.
If your order is confirmed as lost in transit, we’ll arrange an appropriate resolution, which may include a replacement or refund at no additional cost to you.
Orders Marked as Delivered
If tracking shows your order as delivered but you cannot locate the parcel, we recommend first checking:
- Around your property and any safe-drop locations;
- With other members of your household;
- With neighbours where appropriate; and
- Any delivery notifications or instructions provided by the carrier.
If you still cannot locate your order, please contact us and we’ll assist with investigating the delivery.
We may request reasonable information or documentation to help investigate a missing-delivery claim.
Returns
Shipping and delivery are separate from our returns process.
PetLumina offers a 30-Day Money-Back Guarantee, including eligible change-of-mind returns.
For full information about returns, return shipping costs, damaged products and refunds, please see our Refund & Return Policy.
Our 30-Day Money-Back Guarantee is provided in addition to rights you may have under Australian Consumer Law.
Contact Us
If you have any questions about your order, tracking or delivery, please contact:
PetLumina
Queensland, Australia
📧 petlumina.team@gmail.com