Frequently Asked Questions

Lumerixy.com FAQ
Dear Lumerixy users:
To make your pet supply shopping experience smoother on lumerixy.com, we've compiled the following FAQs. If your questions aren't answered here, please contact our official email address: service@mail.lumerixy.com. We'll respond promptly.

I. Order-Related Questions

1. How can I check my order status?

You can check your order status in two ways:

① Log in to your lumerixy.com account and go to the "My Orders" page. The status of all orders (pending payment, pending shipment, in transit, completed, canceled) will be displayed in real time. Click on an order to view shipping information (updated after the product has shipped).

② After placing an order, we'll send an order confirmation email and a shipping notification email (including the tracking number) to the email address you provide. You can click the link in the email to view the order details.​
2. Can I modify order information (such as the delivery address or product model) after placing an order?

If an order is in the "Awaiting Payment" status, you can cancel it directly in "My Orders" and place a new order. If an order has been paid and is in the "Awaiting Shipment" status (usually within 1-2 business days after placing the order), you must immediately submit a modification request to our official email address service@mail.lumerixy.com (specifying the order number, the information to be modified, and the correct details). We will do our best to assist with the adjustment. If the order has already been shipped, the delivery address or product information cannot be modified because the product has already entered the logistics process. We recommend that you follow up on the package receipt. If you require a return or exchange, please refer to "After-Sales Affairs."

3. After an order is canceled, how long will it take for a refund to be received? If the order has not been paid: Simply cancel; no refund process.

If the order has been paid but not shipped: A refund will be issued within 3 business days of cancellation. Refund processing time varies depending on the original payment method: 7-15 business days for credit/debit cards, 3-5 business days for PayPal and Klarna.

If the order has been shipped: Please refuse the package and return it to our return address (Building 14, University Science and Technology Park (East District), West Third Ring Road, High-tech Industrial Development Zone, Zhengzhou City, Henan Province Room 13A). After verification, the refund process will be initiated. The total processing time is approximately 10-15 business days (including logistics return time).

II. Product-related Questions
1. How can I confirm if a product is in stock? On lumerixy.com, product details will clearly indicate "In Stock," "Out of Stock," or "Pre-Sale" status:

Items marked "In Stock" will ship within 1-2 business days of ordering.

Items marked "Out of Stock" are temporarily unavailable. Click "In Stock Notification" and enter your email address to receive a notification when the item is back in stock.

Items marked "Pre-Sale" will indicate an estimated shipping time (e.g., "Pre-Sale: Estimated Shipment in 7 Days"). After placing an order, you must wait until the pre-sale period ends before shipping.

2. What if the product size/specifications don't match your needs?

If you receive an item and find that its size or specifications don't match your needs, and the item is unused and undamaged (packaging intact and undamaged), you can request a free return or exchange within 14 days of receipt (see "After-Sales Issues" for details). We will cover any shipping costs for returns and exchanges at no additional cost to you. Before placing an order, we recommend carefully reviewing the "Size Chart" and "Compatible Pet Types" information on the product detail page, or contacting customer service via email to confirm this information to avoid repeated returns or exchanges.

3. How can I find the shelf life of a product (such as pet food and snacks)?
For products with expiration dates, such as pet food and snacks, the detail page will indicate the "Manufacture Date" and "Shelf Life" (e.g., "Shelf Life 18 Months"). You can also find the expiration date clearly marked on the packaging after receiving the product. We ensure that all products on sale are within their shelf life and have a minimum of 6 months remaining before their expiration date (special promotional items will be noted in advance, so you can purchase with confidence).

III. Shipping-Related Questions

1. Do you ship to all areas within the United States? How much does shipping cost?

We ship to most areas within the United States. We currently do not ship to a few remote areas with challenging logistics (such as some uninhabited islands). Before placing an order, you can contact customer service via email to confirm whether our address is available for delivery. All orders shipped to the United States enjoy free shipping. Regardless of the order amount or quantity, there are no shipping charges at checkout.
2. How long does it take from order placement to delivery?
The overall delivery cycle is divided into "shipping time" and "delivery time":

Shipping time: 1-2 business days (may be extended to 3 business days during holidays or peak order periods);
Delivery time: Typical delivery time within the United States is 12-15 business days (calculated from the day of shipment, excluding weekends and US statutory holidays);
Remote areas (such as rural areas, some islands) or in cases of force majeure (inclement weather, logistics warehouse overflows) may experience a delay of 3-5 business days. We will notify you of any logistics anomalies via email.
3. What should I do if my logistics information has not been updated for an extended period of time? If the logistics information has not been updated for more than 3 working days, you can first check it yourself in the following ways: ① Confirm whether the logistics order number is correct (you can check it in the order email or "My Order"); ② Log in to the official website of the logistics provider (such as USPS, FedEx), enter the order number to check the latest status, and there may be information delays in some logistics links; If there is still no progress after self-checking, you can send us the order number and logistics screenshots via email. We will assist in contacting the logistics provider for inquiry and feedback the results within 2 working days. IV. After-sales related issues 1. How to apply for a return or exchange? What conditions need to be met? (1) Return and exchange conditions: Application time: within 14 days after receiving the product (based on the signing time); Product status: unused, not affecting secondary sales (complete packaging, tags/labels not removed, no stains/damage); Situations where returns and exchanges are not supported: customized products, pet supplies (such as chewed toys, opened food), and products damaged by human factors.​
(2) Return and Exchange Process: ​
① Send an email to service@mail.lumerixy.com, indicating the order number, product name, reason for return or exchange, name, contact information and delivery address, and attach a photo of the product's current condition; ​
② After approval within 1-2 working days, the product will be shipped to the return address specified in the email (which should be the same as the company's address); ​
③ After we receive and confirm the product is correct, we will arrange a replacement (inform the logistics tracking number after shipment) or refund within 3 working days. ​
2. What should I do if the product is damaged during transportation? If you discover your item has been damaged during transportation due to impact or collision upon receipt, you must submit the following documents via email within 48 hours of receipt:

Order number;

Photos of the package's exterior damage (clearly showing the delivery label and the damaged area);

Photos of the damaged item from multiple angles;

After review and confirmation, we will resend you a new item free of charge within 3 business days (delivery time remains 12-15 business days) or, if requested, a full refund at no cost to you.

3. What is the product warranty period? How do I claim a warranty?

Our pet products have a one-year warranty (starting from the date of receipt) covering only non-human faults (such as malfunction or structural damage).

To claim a warranty, please email service@mail.lumerixy.com within the warranty period, providing your order number, a description of the problem, and photos/videos of the problem. Once your request is approved, follow the instructions to return the item for repair or replacement. The repaired/replaced item will be shipped back to you free of charge.​
V. Payment-Related Questions

1. What payment methods are supported?

Currently, lumerixy.com supports the following payment methods:

International credit/debit cards (Visa, MasterCard, American Express);

PayPal and Klarna.

All payment processes are processed through an encrypted system, ensuring the security of your payment information and preventing any risk of information leakage.

2. What should I do if I receive a "Payment Failed" message during payment?

If your payment fails, you can try the following solutions:

① Check your bank card balance/PayPal and Klarna account balances to ensure you have sufficient funds to complete the payment.

② Verify that your bank card expiration date and CVV code (the three digits on the back of your credit card) are correct and that your card has not been frozen or restricted for international payments.

③ Try changing your browser or payment device and try again to avoid payment interruptions caused by unstable network connections.

If payment fails after multiple attempts, please contact us by email and provide a screenshot of the payment error page. We will assist in troubleshooting the issue.

VI. Other Questions

How can I contact customer service? Is the response speed fast? You can contact customer service via the following methods:
Official email: service@mail.lumerixy.com (preferred, response within 1-2 business days);
We strive to ensure a fast customer service response. Routine issues can be resolved within 1 business day, and complex issues (such as shipping loss or large refunds) will be addressed within 3 business days.