FAQs
Your Questions, Answered with Care
Orders & Shipping
Q: How long does shipping take?
We offer free worldwide tracked shipping. Delivery times vary:
USA/Canada: 6-14 business days
Europe/Oceania: 8-14 business days
View full Shipping Policy.
Q: Can I track my order?
Yes! You’ll receive a tracking number via email once your order ships. Issues? Email support@petlux.online.
Q: Do you charge customs/duties?
International customers are responsible for customs fees. These vary by country and are not included in your order total.
Returns & Exchanges
Q: What’s your return policy?
We offer a 14-Day Money Back Guarantee for first-time customers. Items must be unused and in original packaging. Full Return Policy.
Q: Are there return fees?
Yes,
a 25% restocking fee applies. Return shipping is also the customer’s responsibility.
Q: Can I exchange a product?
Absolutely! Email us within 14 days of delivery, and we’ll guide you through the process.
Product Care
Q: How do I clean my Pet LUX grooming tools?
Rinse silicone/plastic parts with warm water. For brushes, remove trapped fur and sanitize weekly with pet-safe disinfectant. Care Guide.
Q: Will the reflective harness fade?
Our LuxeGuard Harness uses fade-resistant materials. Hand-wash gently and air-dry to maintain its glow.
Q: Are your beds machine-washable?
Yes! Most beds have removable, machine-washable covers. Use cold water and air-dry.
Sizing
Q: How do I measure my pet for a harness?
Measure the widest part of their chest and refer to our Size Chart. Between sizes? Size up for comfort!
Q: My cat’s bed feels snug. Can I swap sizes?
Yes! Contact us within 14 days for a hassle-free exchange.
Payments & Security
Q: What payment methods do you accept?
We accept Visa, Mastercard, Amex, PayPal, and Shop Pay. All transactions are SSL-encrypted.
Q: Is my data safe?
Absolutely. We use Shopify’s PCI-compliant checkout and never store your payment details.
Contact & Support
Q: How fast do you respond to emails?
Within 24 hours on weekdays. Need urgent help? Use our live chat feature!
Q: Can I collaborate with Pet LUX?
We’d love to! Apply to our Ambassador Program for exclusive perks.
Still have questions?
Email hello@petlux.online or DM us @PetLUX. We’re here to help!
Pet LUX – Luxury, Clarity, and Peace of Mind.