Any Questions? Call Our Luna Pets Trading Inc. Headquarters at +1 (716) 335-1858
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Any Questions? Call Our Luna Pets Trading Inc. Headquarters at +1 (716) 335-1858
Cart 0

Shipping Info

Free Items

We provide a free giveaway offer once in a while to promote our brand, but the customer would have to pay shipping costs calculated by weight.

General Shipping Costs

We are providing FREE shipping worldwide due to the global pandemic. This offer will end as soon as restrictions are lifted. Don't miss this opportunity. 

Due to the global pandemic, we are seeing orders come in anywhere between 20-40 days.

During the working day so if you are not at home please supply us with a daytime address for deliveries.

Please Note: Orders to P.O Boxes, Army Post Office (APO) and Fleet Post Office (FPO) addresses are not accepted.

Luna Pets Inc™ Commitment to you

We will endeavor to dispatch goods as promptly as possible. The maximum period of delivery would be within 20-40 days due to the current worldwide restrictions due to the pandemic. If any item you have chosen is unavailable, we aim to contact you via your e-mail address or via phone within 24 hours.

Courier Info

All orders are shipped using UPS. Once you receive your order dispatch email, you will be able to track your order with the tracking number provided.

Agreement Between LUNA PETS INC™ Store and Buyer:
  1. The sold item must be describable in detail, such that the item is distinguishable from its like in the same category. Similarly, all the factors that will impact its price must be stated.
  2. Quantities must be stated.
  3. Date of delivery must be specified and agreed, as well as address of receipt.
  4. After the above details are clarified, the price must be concluded.
  5. The item must be normally attainable at the date of delivery and not down to chance or luck.
  6. It cannot be for an exact item, e.g. this particular Baby Product with serial number XYZ. Therefore it has to be for a product of which there are many of it of its kind.
  7. The item’s price must be paid in full at the time of the agreement, and cannot be delayed.
The buyer needs to agree to these terms before committing a transaction with our store. Luna Pets Inc or any of it’s subsidiaries do not manufacture or have possession of these products as they are sourced from 3rd party suppliers. The items are drop-shipped to you after the payment is made to Luna Pets Inc. If you have any questions please contact us at support@lunapetsinc.com
Destinations Outside of the UK, US, CANADA and the EU
Orders shipped to destinations outside the UK, US and the EU may incur duties and taxes, which may be due at the time of delivery.

Returns and Exchanges

We have a 14-day return policy. Within 14 days of receiving your product if you are unhappy or the product is damaged due to our error, please contact our 24-hour support staff at support@lunapetsinc.com to start the return process. 

To be eligible for a return, your item must be unused and in like-new condition that you received it. It must also be in the original packaging.

  • You will be responsible for paying for your own shipping costs for returning your item.  Shipping costs are non-refundable.

  • If you are returning an order over $50, you should consider using a traceable shipping service or purchasing shipping insurance.  We don't guarantee that we will receive your returned item.

  • Once your return is received, we will send you an email to notify you that we have received your returned item and let you know of the approval or rejection of your return.

  • A credit will be applied to your credit card or original method of payment.  Please allow 2-3 business days for processing before the refund appears.

There are certain situations where only partial refunds are granted (if applicable)

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error

  • Any item that is returned more than 14 days after delivery

Exchanges (if applicable)

  • We only replace Mystic Incense if they are defective or damaged due to our error. If you need to exchange it for the same item, send us an email at support@lunapetsinc.com to start the exchange process.
  • Depending on your location, the time it may take for your exchanged product to reach you, may vary.

Late or missing refunds (if applicable)

  • If you haven’t received a refund after 1 week of receiving our confirmation email, please first check your bank account again.
  • Then contact your credit card company, it may take some time before your refund is officially posted. Processing times vary by payment method and it may take some time before your return is officially posted to your account.
  • If you’ve done all of this and you still have not received your refund yet, please contact us at support@lunapetsinc.com