FAQ
Orders and Shipping
How do I place an order?
To place an order, select the Lunaveller product you would like to purchase, choose any available options, add the item to your cart, and follow the instructions provided at checkout.
Our collections include:
• Pet Beds – Comfortable and practical sleeping products designed for pets, including cozy pet beds, cushioned resting beds, washable pet beds, and related pet sleeping products
• Pet Blankets – Soft and versatile pet comfort products designed for everyday resting areas, including cozy blankets, lightweight covers, and related pet accessories
• Pet Sleep Mats – Practical resting surfaces designed for flexible placement, including portable sleep mats, cushioned pet mats, washable resting mats, and related sleeping products
Once your order has been successfully placed, an order confirmation email will be sent to the email address provided during checkout.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible after placing it at:
We will make reasonable efforts to assist before fulfillment begins.
However, once an order has entered processing, picking, packing, fulfillment, shipping preparation, or dispatch, we cannot guarantee that changes or cancellations can still be made.
If your order has already shipped, you may need to follow the applicable return procedure after delivery.
If we successfully cancel an order after payment has already been processed, the refund will be issued to the original payment method within 5–10 business days after the cancellation is confirmed.
How do I track my order?
Once tracking information becomes available, we will send a shipping confirmation email to the email address used at checkout.
Tracking information may take some time to update after a shipping label has been created.
Carrier tracking frequency may vary depending on the shipping provider, destination, and local delivery network.
When will my order arrive?
Orders are typically processed within 1–3 business days after payment is successfully confirmed.
Once your order has been processed and shipped, the estimated delivery time is typically 7–20 business days.
Estimated delivery times are calculated from the date your order is shipped and do not include the 1–3 business days required for order processing.
Delivery times are estimates only and may vary depending on destination, carrier capacity, customs clearance procedures, local delivery conditions, public holidays, weather conditions, and other circumstances outside our reasonable control.
Where are Lunaveller orders shipped from?
Orders may be fulfilled from our own or partner fulfillment facilities depending on product availability, inventory location, and the delivery destination.
Some orders may be fulfilled internationally or from facilities located outside the customer's destination country.
Products from the same order may occasionally be shipped from different fulfillment locations and may arrive in separate packages.
We do not represent that all orders are shipped from a local warehouse.
How much does shipping cost?
Available shipping methods and applicable shipping charges are displayed during checkout.
Shipping costs may vary depending on the delivery destination, available shipping method, and other applicable factors.
If free shipping or a free-shipping promotion is available for your order, it will be clearly displayed during checkout.
What should I do if my order arrives damaged, defective, incorrect, or incomplete?
If your order arrives damaged, defective, incorrect, incomplete, or materially different from the product description, please contact us as soon as reasonably possible at:
Please provide:
• Your order number
• Product name
• Clear photographs of the product
• Photographs of the packaging where relevant
• A photograph of the shipping label where available
• A short video where relevant
For Lunaveller products, clear photographs or a short video may be particularly helpful for issues involving product materials, stitching, fabric condition, filling structure, zippers, closures, size differences, surface condition, product shape, or other visible or functional product concerns.
If Lunaveller confirms that the issue resulted from a product defect, fulfillment error, incorrect item, incomplete order, or another error on our part, we will provide an appropriate replacement, refund, return solution, or other remedy at no additional cost to the customer.
Product Support
What types of products does Lunaveller offer?
Lunaveller offers a curated selection of pet sleep products designed for comfortable and practical everyday pet living.
Our collection includes:
• Pet Beds – Including cozy pet beds, cushioned resting beds, washable pet beds, and related sleeping products designed for cats and dogs
• Pet Blankets – Including soft pet blankets, lightweight comfort blankets, resting covers, and related pet comfort accessories
• Pet Sleep Mats – Including portable sleep mats, cushioned pet mats, washable resting mats, and other practical pet sleeping products
Available products may change as new collections are introduced.
Will the product look exactly like the photos?
We make reasonable efforts to display product colours, textures, materials, proportions, finishes, and design details as accurately as possible.
However, product appearance may vary slightly because of screen settings, surrounding lighting conditions, photography, production batches, product variations, and minor material differences.
For pet sleep products, appearance, softness, texture, filling distribution, and overall shape may also vary slightly depending on product materials, placement, usage conditions, and individual product specifications.
Please review the applicable product page for product-specific information.
How should I care for Lunaveller products?
For most Lunaveller products:
• Follow the care and usage instructions provided for the specific product
• Use products only for their intended pet comfort and resting purpose
• Follow recommended washing and cleaning instructions where applicable
• Avoid excessive pulling, tearing, scratching, or rough handling
• Do not expose products to unsuitable conditions that may damage fabric, filling, stitching, or other materials
• Keep products clean and properly maintained during regular use
• Store products appropriately when not in use
• Follow any product-specific cleaning, maintenance, or storage instructions
Care requirements vary by product type and material, so please review the applicable product page before cleaning, washing, storing, or maintaining your item.
Do not assume that a product is waterproof, stain-resistant, chew-resistant, or suitable for specific environmental conditions unless this is specifically stated on the applicable product page.
Returns and Refunds
What is your return policy?
Eligible products may be returned within 30 calendar days after confirmed delivery.
Before returning any product, please contact:
Our customer support team will review your request, confirm eligibility, and provide the applicable return instructions and return address.
Please do not return products to our registered business address unless our customer support team specifically instructs you to do so.
Warranty
Does Lunaveller offer a warranty?
Yes.
Most eligible Lunaveller products are covered by a 90-day limited warranty beginning on the date of confirmed delivery, unless otherwise stated on the applicable product page.
The warranty generally covers qualifying manufacturing defects, defects in materials or workmanship, structural defects, and eligible product issues occurring during normal and intended use.
Normal wear and tear, misuse, accidental damage, improper cleaning or storage, unauthorized modification, customer-caused damage, damage resulting from improper use, and damage caused by use outside the product's intended purpose are generally not covered.
Payments
What payment methods do you accept?
Available payment methods are displayed during checkout.
Prices on lunaveller.com are displayed and processed according to the currency shown at checkout.
Payment options may vary depending on your location, device, and available payment services.
Contact Us
If you have questions about your order, shipping, returns, refunds, product care, product specifications, warranty support, or product use, please contact us:
Brand: Lunaveller
Website:
lunaveller.com
Legal Entity:
Chengdu Hongce Technology Co., Ltd.
Registered Address:
Unit 2, Building 5, No. 3, 10th Floor, No. 68 Yangzishan Road, Chenghua District, Chengdu City, Sichuan Province
Unified Social Credit Code:
91510108MAEACTM30Q
Customer Support Email:
service@lunaveller.com
For order-related inquiries, please include your order number and the email address used at checkout whenever possible.
Our customer support team aims to respond to enquiries within 24–48 hours.
Please do not send complete credit card information, CVV/security codes, or account passwords by email.
Lunaveller — Thoughtful Pet Comfort. Cozy Resting Spaces. Everyday Companionship.