FAQ
Ordering
How can I tell whether my order was placed successfully?
After checkout, an order confirmation should be sent to the email address you provided.
If you do not see it, check your spam or junk folder.
If you still cannot locate your confirmation, contact:
Can I change my order?
Contact us as quickly as possible.
We will make reasonable efforts to update an order before fulfillment begins.
Changes cannot be guaranteed after processing has started.
Can I cancel an order?
Cancellation requests should be submitted to:
as soon as possible.
If your order has not entered fulfillment, we will make reasonable efforts to cancel it.
Once fulfillment has started or an order has shipped, cancellation may no longer be possible.
A shipped order may need to follow our Return Policy instead.
We do not charge a separate cancellation fee for an ordinary cancellation that we approve.
Pet Products
How do I know whether a product is suitable for my pet?
Please review the relevant product page carefully, including dimensions, materials, intended use, and any size or weight guidance.
Pet size, behavior, chewing habits, activity level, and individual needs may affect product suitability.
If you are uncertain before purchasing, contact us at:
Will product colors or dimensions always be identical?
We make reasonable efforts to display products accurately.
Small differences may occur due to:
- Photography
- Screen settings
- Manufacturing tolerances
- Material variation
- Measurement methods
Please refer to the product information shown on the relevant product page.
Are Lumorna products veterinary or medical products?
Unless expressly stated otherwise on a specific product page, Lumorna products are general pet-care, comfort, travel, grooming, feeding, or lifestyle products and are not intended to replace professional veterinary advice, diagnosis, or treatment.
Shipping
How long does processing take?
Orders are typically prepared within:
1–3 business days after payment has been successfully confirmed.
How long does delivery take?
Estimated delivery after dispatch is generally:
7–12 business days.
The delivery estimate begins after dispatch and does not include the initial processing period.
How much does shipping cost?
Applicable standard shipping costs are calculated at checkout based on the destination and available shipping method.
The shipping charge shown before completing checkout is the amount applicable to that order.
Will I receive tracking?
When tracking is available, shipment information will be provided after your order has been dispatched.
The carrier may require additional time before the first tracking scan appears.
My tracking has stopped updating. What should I do?
Contact:
and provide your order number.
We will review the available shipping information and assist where appropriate.
What happens if my parcel is lost?
If a shipment appears to be lost, we may work with the carrier to investigate.
If the package is confirmed lost before successful delivery, an appropriate resolution may include:
- Replacement, or
- Refund
depending on the circumstances and inventory availability.
Tracking says delivered, but I cannot find the package.
First check the delivery location, household members, neighbors, building reception, secure delivery areas, and any carrier notes.
If the package remains missing, contact us.
A “Delivered” tracking status does not automatically prevent us from reviewing your request.
Returns
How long do I have to request a return?
Eligible products may be requested for return within:
30 calendar days after confirmed delivery.
How do I start a return?
Email:
with:
- Order number
- Product involved
- Reason for return
- Photos or videos where relevant
Please wait for approval and instructions before shipping anything back.
Who pays return shipping?
For a preference-based return or change of mind, return shipping is generally the customer's responsibility.
If we confirm that an item arrived damaged, defective, incorrect, incomplete, or materially different from the description, we will provide an appropriate solution without requiring the customer to bear reasonable costs caused by our error.
When will I receive my refund?
After an approved returned product has been received and inspected, we normally initiate the refund to the original payment method within:
5–10 business days.
Financial institutions may require additional posting time.
Need More Help?
Email:
Lumorna is owned and operated by Heyuan Zhixin Technology Co., Ltd.