Shipping policy

Shipping Policy

Last updated: November 1, 2025

At LumiPaw, we do everything we can to ensure your order reaches you safely and on time. Please review the information below to understand our shipping process, applicable timeframes, and our respective responsibilities.

1. Processing Time

All orders are generally processed within 2–3 business days following payment confirmation. Orders placed after 12:00 PM EST (New York time) are processed the next business day.

During periods of high demand (promotional events, holidays), processing times may be slightly extended. We will notify you by email in the event of a significant delay.

2. Delivery Timeframes and Carriers

Once your order has been processed, delivery timeframes vary depending on your location and chosen shipping method:

  • France: 10–15 business days

  • European Union: 10–15 business days

  • United Kingdom: 10–15 business days

  • Canada: 7–12 business days

  • Other international destinations: 10–20 business days (depending on customs clearance)

All orders are shipped from our fulfillment center located in the United States.

We work with trusted carriers such as La Poste / Colissimo, DHL, UPS, FedEx, and other international logistics partners.

 

⚠️ Please note: Orders shipped to France and the European Union from our US warehouses may be subject to customs duties, VAT, or other import fees upon delivery. These fees are the responsibility of the recipient and are not included in our shipping charges.

 

(Note: shipping destinations and carriers updated for the French market)

3. Tracking Your Order

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number and a direct link to track your package.

Please allow up to 48 hours for tracking information to be updated after receiving your confirmation email.

4. Delivery Confirmation

Once a package is marked as "Delivered" by the carrier, LumiPaw's delivery obligation is considered fulfilled. If you cannot locate your package after carrier confirmation:

  1. Check with household members, neighbors, or your building's reception.

  2. Verify the delivery address listed on your order.

  3. Contact the carrier directly for assistance.

LumiPaw is not responsible for packages lost or stolen after delivery confirmation, but our support team will be happy to help you open an investigation with the carrier.

5. Incorrect or Undeliverable Addresses

Please carefully verify your address before finalizing your order. If an order is returned due to an incorrect or incomplete address provided by the customer, re-shipping fees may apply.

We are not responsible for delays or losses caused by incorrect shipping information entered at the time of ordering.

6. Damaged or Missing Items

If your order arrives damaged or incomplete, please notify us within 7 days of delivery at info@getlumipaw.com, including clear photos and a brief description. Our team will review the situation and may offer a replacement or refund depending on the circumstances.

7. Delays Beyond Our Control

Shipping timeframes are estimates and may vary due to carrier delays, weather conditions, customs inspections, or other factors beyond our control. LumiPaw is not responsible for delays caused by third-party logistics providers or unforeseen events.

If your order has not arrived within 30 days of shipment, please contact us and we will assist you as quickly as possible.

8. Contact Information

For any questions regarding shipping, please contact our support team:

Email: info@getlumipaw.com Business hours: 9:00 AM–5:00 PM EST (New York time), Monday to Friday