Shipping Policy
At Lunaveller, we aim to provide a clear and reliable shipping experience from the moment your order is placed until it reaches your door.
Our collection includes pet sleep products across Pet Beds, Pet Blankets, and Pet Sleep Mats. This includes cozy pet beds, soft pet blankets, cushioned sleep mats, washable resting products, and related pet sleeping accessories. Products are packaged with suitable protective materials to help reduce the risk of damage during transit and support safe delivery.
Order Processing
Orders are typically processed within 1–3 business days after payment is successfully confirmed.
Business days are Monday through Friday, excluding public holidays.
Order processing time is separate from carrier transit time. During peak sales periods, holidays, unusually high order volumes, inventory verification, or other exceptional circumstances, processing may take slightly longer.
Certain multi-item orders, larger pet beds, multiple pet blanket items, pet sleep mats, or products requiring additional protective packaging may require additional packaging preparation before dispatch.
Once your order has been shipped, you will receive a shipping confirmation email with tracking information when available.
Estimated Delivery Times
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.
These delivery timeframes are estimates only and do not constitute guaranteed delivery dates.
Actual delivery times may vary depending on:
• Destination
• Carrier availability and capacity
• Customs clearance procedures
• Local delivery conditions
• Public holidays
• Weather conditions
• Transportation disruptions
• Other circumstances outside our reasonable control
Fulfillment and Shipping Origin
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 all orders as being shipped from a local warehouse.
Shipping Methods and Costs
Available shipping methods and applicable shipping charges are displayed during checkout based on the destination, product type, package size, and products included in your order.
Where promotional or free shipping is available, eligibility will be clearly displayed at checkout before payment is completed.
Multi-item orders, larger pet beds, multiple pet sleep products, or products requiring additional protective packaging may require different shipping arrangements depending on the destination.
Packaging of Products
Some Lunaveller products may include:
• Pet Beds and cushioned resting products
• Pet Blankets and soft fabric comfort products
• Pet Sleep Mats and portable resting surfaces
• Fabric materials, filling materials, stitching details, and protective covers
• Zippers, closures, handles, or other product components where applicable
• Protective wrapping and packaging materials
Where appropriate, these products are packaged using protective materials designed to help reduce movement, compression, scratching, deformation, moisture exposure, or other transit-related damage.
Pet sleep products with soft materials, structured filling, stitched components, or delicate fabric surfaces may receive additional protective packaging where appropriate.
Please handle your package carefully upon delivery and inspect products as soon as reasonably possible after opening.
We recommend keeping the original packaging until you have confirmed that your order has arrived in satisfactory condition.
Tracking Your Order
When tracking is available, a shipping confirmation email containing your tracking number or tracking link will be sent to the email address provided at checkout.
Please allow some time for tracking information to update after the shipping label has been created.
Depending on the carrier and destination, tracking information may update only when the package reaches specific transit or delivery checkpoints.
Delivery Delays
Although we work with logistics providers to deliver orders as efficiently as possible, occasional delays may occur due to circumstances outside our reasonable control, including:
• Carrier disruptions
• Customs inspections or clearance procedures
• Severe weather
• Transportation interruptions
• Public holidays
• Peak shipping periods
• Remote delivery locations
• Local delivery restrictions
• Unexpected logistics or customs delays
If your order appears to be experiencing an unusual delay, please contact our customer support team and we will review the available shipping information.
Shipping Address Accuracy
Customers are responsible for providing a complete, accurate, and deliverable shipping address during checkout.
Please carefully review your:
• Recipient name
• Street address
• Apartment or unit number
• City
• State or province
• Postal or ZIP code
• Country
• Contact information
If you notice an error after placing your order, please contact us as soon as possible.
We will make reasonable efforts to update the information before fulfillment, but we cannot guarantee that changes can be made once the order has entered processing or has already been shipped.
If an order is returned, delayed, or requires reshipment because of incomplete or incorrect delivery information provided by the customer, additional shipping charges may apply.
International Orders
Lunaveller ships to selected international destinations where delivery service is available.
International shipments may be subject to:
• Customs inspections
• Import duties
• Taxes
• Brokerage fees
• Clearance charges
• Other charges imposed by local authorities or carriers
Unless otherwise stated at checkout, such charges are generally the responsibility of the recipient.
Lunaveller does not control customs processing times or charges imposed by local governments, customs authorities, or delivery providers.
Damaged Products During Shipping
Because Lunaveller products may include fabric materials, filling materials, stitching details, soft surfaces, zippers, closures, handles, covers, or other pet sleep product components, we recommend inspecting your order promptly after delivery.
If your product arrives damaged, crushed, torn, stained, deformed, incomplete, or otherwise affected during transportation, please contact us as soon as reasonably possible.
For Pet Beds, please inspect applicable fabric surfaces, stitching, filling structure, cushions, covers, zippers, and other visible components for transit-related damage.
For Pet Blankets and Pet Sleep Mats, please inspect applicable fabric surfaces, edges, seams, stitching, closures, and overall product condition where relevant.
To help us review your request, please provide:
• Your order number
• Clear photographs of the damaged product
• Photographs of the inner packaging
• Photographs of the outer shipping package
• A photograph of the shipping label
• A short video where helpful
Please do not discard the damaged item or packaging until our support team has reviewed the issue.
Depending on the circumstances and applicable policies, we may provide an appropriate resolution such as a replacement, refund, or other remedy.
Lost or Delayed Packages
If tracking information shows an unusual delay or your package cannot be located, please contact us so that we can review the available carrier information.
Where appropriate, we may assist with carrier inquiries or other available resolution procedures.
Investigations and resolutions may depend on the individual carrier's policies and the specific circumstances of the shipment.
Packages Marked as Delivered
If tracking shows that your package has been delivered but you cannot locate it, we recommend first checking:
• Your mailbox or delivery area
• Front, side, or rear entrances
• Building reception or mailroom
• Household members
• Neighbors
• The local delivery carrier
If you are still unable to locate the package, please contact us and we will review the available delivery information with you.
Split Shipments
In some cases, products from the same order may be shipped separately due to:
• Inventory location
• Product type or size
• Protective packaging requirements
• Warehouse availability
• Fulfillment requirements
For example, products from different Pet Beds, Pet Blankets, or Pet Sleep Mats collections may be shipped from separate fulfillment locations.
Larger pet beds, multiple pet sleep products, or products requiring different protective packaging arrangements may also require separate fulfillment procedures and therefore may be shipped separately.
If your order is divided into multiple shipments, each package may have a separate tracking number and may arrive at different times.
You will not be charged additional shipping fees solely because we choose to split an order into multiple shipments.
Receiving Your Order
When receiving Lunaveller products, we recommend:
• Opening the package carefully
• Removing protective packaging slowly
• Avoiding sharp tools near fabric surfaces, covers, stitching, zippers, or other easily damaged components
• Handling soft materials and structured filling carefully when unpacking
• Inspecting product surfaces, edges, seams, closures, stitching, and components
• Checking pet beds, blankets, and sleep mats for visible damage before use
• Checking that all ordered items, components, and accessories are included
• Reviewing product-specific cleaning, care, storage, or usage instructions before first use
For Pet Beds, follow any applicable placement, cleaning, maintenance, and care instructions before use.
For Pet Blankets, review any applicable washing, drying, storage, and fabric care instructions before use.
For Pet Sleep Mats, review any applicable placement, cleaning, storage, and maintenance instructions before use.
If your product includes specific cleaning, storage, maintenance, or usage instructions, please review the applicable instructions before use.
Contact Us
If you have any questions regarding shipping, tracking, delivery, or a damaged shipment, please contact our customer support team:
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
When contacting us about an existing order, please include your order number so that we can assist you more efficiently.
For damaged or product-related inquiries, including photographs of the product and packaging will help us review the situation more quickly.
Lunaveller — Thoughtful Pet Comfort. Cozy Resting Spaces. Everyday Companionship.