FAQs

🐾 Frequently Asked Questions (FAQs)

Welcome to Lula Paws FAQs page!
Here you’ll find quick answers to the most common questions about orders, shipping, returns, and more.
If you can’t find what you’re looking for, feel free to contact us at nguyenchanhthien.sales@gmail.com.

🛍️ Orders & Payments

1- How do I place an order?
Simply browse our store, add your favorite pet products to your cart, and proceed to checkout. Follow the instructions to complete your payment securely.

2- What payment methods do you accept?
We accept major credit/debit cards (Visa, MasterCard, American Express) and PayPal. All transactions are encrypted and processed securely.

3- Can I change or cancel my order after placing it?
Orders are processed quickly, but if you need to make changes, contact us within 12 hours of placing your order. Once the order is shipped, we cannot make changes or cancellations.

🚚 Shipping & Delivery

4- How long does shipping take?
Processing takes 1–3 business days.
Estimated delivery times:

  • US, UK, CA, AU: 7–15 business days

  • Other countries: 10–20 business days

5- Do you ship internationally?
Yes! We offer international shipping to most countries worldwide. Shipping costs and times vary by location and will be shown at checkout.

6- How can I track my order?
Once your order ships, you’ll receive a tracking number via email. Click the link in the email to view real-time tracking updates.

7- What should I do if my package is delayed?
Delivery times may vary due to customs or local courier delays. If your order hasn’t arrived after 30 business days, please contact us so we can assist you.

💰 Returns & Refunds

8- What is your return policy?
We offer a 30-day return policy from the date you receive your order. Items must be unused, in original packaging, and with tags.

9- How do I request a return or refund?
Contact us at nguyenchanhthien.sales@gmail.com with your order number and reason for return. We’ll provide a return label and detailed instructions.

10- How long does it take to receive a refund?
Refunds are processed within 10 business days after we receive and inspect your return. It may take additional time for your bank to post the refund.

11- Are there items that can’t be returned?
Yes — perishable goods, custom-made products, and personal care items can’t be returned. Sale items and gift cards are also non-refundable.

🐶 Product Information

12- Are your products safe for pets?
Absolutely! All our products are made from pet-safe, high-quality materials tested for safety and durability.

13- What if I receive a damaged or wrong item?
Please contact us immediately with a photo of the item and your order details. We’ll send a replacement or issue a refund promptly.

14- Are your products available in physical stores?
Lula Paws operates exclusively online to keep our products affordable and accessible to pet lovers worldwide.

💬 General Questions

15- How can I contact Lula Paws customer service?
You can reach us anytime at nguyenchanhthien.sales@gmail.com.
Our team will reply within 24 hours (business days).

🐾 Need more help?

If your question isn’t listed above, email us at nguyenchanhthien.sales@gmail.com — we’re happy to assist!