Shipping Policy

Lumerixy.com Pet Product Shipping Policy
Dear Lumerixy users:
To provide you with a clear understanding of the shipping arrangements for pet products purchased on lumerixy.com and ensure that you receive your pets promptly and safely, we have formulated this shipping policy, detailing shipping coverage, timelines, fees, and other considerations. If you have any questions, please contact our official email at service@mail.lumerixy.com and we will promptly address your concerns.

1. Shipping Coverage
This shipping policy applies only to orders shipped within the United States. We currently do not support shipping outside the United States (including U.S. territories and other countries/regions). Regardless of your location within the United States (except for a few remote areas with challenging logistics conditions, please contact customer service for confirmation before placing an order), you can enjoy our shipping service without worrying about geographical restrictions.​
II. Shipping Time
1. Standard Delivery Time
After you successfully place your order and complete payment, we will complete order review and ship your items within 1-2 business days. (During holidays or peak order periods, shipping times may be extended to 3 business days, which will be announced in advance on our website.) After shipment, the items will be delivered via our partnered logistics providers (such as USPS and FedEx). Typical delivery time within the United States is 12-15 business days (calculated from the day the items are shipped, excluding weekends and US statutory holidays).
2. Time Explanation
Delivery times are for reference only and are subject to the actual delivery schedule of the logistics provider. If your area is remote (such as some rural areas or islands), or due to inclement weather (rain, snow, etc.), or due to force majeure such as a logistics station being overcrowded, delivery may be delayed by 3-5 business days. We will promptly notify you of any logistics anomalies via email. If you need to track the progress of your order, you can do so after the product has shipped.

① Log in to your lumerixy.com account, go to the "My Orders" page, find the order, and click "View Shipping" to obtain real-time shipping information.
② After the product has shipped, we will send the tracking number and a tracking link to the email address you provided when placing your order. You can then use the link to directly access the carrier's official website.

III. Shipping Costs

To reduce your shopping costs, we offer free shipping within the United States:

Regardless of your order amount or quantity, for orders shipped within the United States, there are no shipping fees. Shipping fees will be automatically deducted at checkout, truly ensuring "free shipping for any purchase."

This free shipping policy only applies to standard delivery services. Expedited delivery options (such as next-day delivery and 3-day delivery) are not currently available. If expedited delivery is added later, the expedited fee will be separately specified and announced on our website.
IV. Order Delivery Instructions
1. Shipping Address Requirements
When placing an order, please ensure you provide a complete and accurate shipping address (including state, city, street, address, zip code, and phone number). Ensure all address information is correct, including typos and omissions. We are not responsible for any undeliverable, returned, or lost items due to incorrect or incomplete address information, and you will be responsible for any reshipping charges.

We recommend that you enter an address where you can sign for the package (such as your home or work address). Avoid addresses such as public mailboxes or drop-off locations where the package may be lost. If you are unable to sign for the package in person, you may indicate "Neighbor to collect" or "Leave at a designated location" (such as your door or mailbox) when placing your order. However, you assume all subsequent risks for the package's safety.

2. Package Receipt and Verification
When the delivery service arrives, please carefully inspect the package for signs and ensure it is in good condition (e.g., for damage, squeezing, or openings) before signing for it. If you find any visual abnormalities with your package, please refuse it immediately and contact us immediately via our official email address. We will assist you in liaising with the logistics provider to arrange reshipment or handle any subsequent issues.

After signing for your package, please promptly unpack and verify that the items (quantity, model, appearance, etc.) match your order. If you discover any missing items, incorrect shipments, or quality issues, please submit a feedback via email within 48 hours of receipt (with photos of the package and product, and your order number). We will promptly address the issue (e.g., reshipment, exchange, etc.). If you do not submit a feedback within 48 hours, it will be assumed that you have confirmed the item is correct.​
V. Abnormal Order Handling
1. Order Delays

If your order has not been delivered beyond the standard delivery time (15 business days), you can resolve the issue as follows:
First, use the tracking number to check the latest delivery status to confirm any delivery delays.

If the delivery information shows "delivered" but you haven't received your package, it may have been collected by a neighbor or left at a designated location by the delivery provider. Contact the delivery provider to confirm the delivery status.

If the delivery information is stagnant for an extended period (more than 3 business days without an update) or if your package is confirmed lost, please contact us at service@mail.lumerixy.com with your order number and delivery screenshots. We will assist you in inquiring and filing a claim with the delivery provider and, depending on the circumstances, arrange for reshipment or a full refund. (Refunds will be issued to the original payment method; please refer to the "Refund Policy" for details on the time it will be received.)​
2. Product Damaged in Transport

If the product you received was damaged due to squeezing, collision, or other factors during transport (not due to product quality issues), you must submit the following documents via email within 48 hours of receipt:

Order number;

Photos of the damaged package (clearly showing the delivery label and the damaged area);

Photos of the damaged product from multiple angles (showing the entire product and details of the damage);

Your name, contact information, and delivery address.

After review and confirmation, we will arrange a free replacement within 3 business days (the replacement product will still take 12-15 business days to ship), or provide a full refund based on your needs, at no additional cost.

VI.About taxes and fees

The current product price already includes taxes and fees, so you don't need to pay anything other than the product amount.

VII. Other Notes

If you purchase multiple items in the same order, they may be shipped separately due to varying inventory levels. If the order is split, we will email you the tracking number for each package, and each package will receive free shipping at no additional cost. Some special types of pet supplies (such as large pet food and large pet furniture) still enjoy free shipping, but due to their large size and weight, you may need to sign for them during delivery (e.g., handling). Please contact customer service before placing an order to learn about packaging dimensions and delivery requirements.

We reserve the right to adjust our shipping policies (such as timeliness and delivery range) based on factors such as logistics partnerships and shipping costs. Updated policies will be posted on the "Service Policies" page on lumerixy.com and will take effect immediately. We recommend that you review the latest policies before placing an order.

Thank you for choosing Lumerixy pet supplies. We will do our best to ensure efficient shipping and product safety for every order, so you and your pet can receive your desired products as quickly as possible!