Contact Us
Need help with your Lumorna order or choosing a product for your pet?
Our customer care team is available to assist with questions before and after purchase.
How We Can Help
You can contact us about:
- Product specifications
- Product sizing
- Order confirmation
- Order changes
- Cancellation requests
- Shipping and tracking
- Delivery concerns
- Returns
- Refunds
- Missing items
- Damaged or incorrect products
- Privacy-related requests
Customer Support Email
We aim to respond to customer inquiries within approximately 1–2 business days.
Messages received during weekends, public holidays, or periods of unusually high request volume may take longer.
Contacting Us About an Order
For faster assistance, please include:
- Your order number
- The email used during checkout
- Product name
- A clear description of your question or issue
For damaged, defective, incomplete, or incorrect products, please also provide photographs or videos where reasonably relevant.
Please do not email full payment-card numbers, passwords, or other sensitive credentials.
Return Requests
Please do not send a product back without contacting us first.
To start a return, email:
Once the return is approved, we will provide the appropriate return instructions and return warehouse information.
Our registered business address is not automatically the return destination.
Business Information
Brand:
Lumorna
Legal Company Name:
Nanjing Beiluo Network Technology Co., Ltd.
Business Address:
Room 2024, Building 2, Jiangning Wanda Plaza (West District), No. 420 Shangyuan Street, Dongshan Subdistrict, Jiangning District, Nanjing, Jiangsu Province, China
Email:
service@lumorna.com
Customer Service Phone:
+852 3101403
Lumorna is owned and operated by Nanjing Beiluo Network Technology Co., Ltd.