All of these beautiful pet products are handmade by Isiah and I (Josie). Thank you for supporting our small shop. If you do not find the information that you are looking for here, feel free to check out our Frequently Asked Question page or Contact Us directly.
Tail wags and purrs,
Josie, Isiah and furbabies
Order Status
What is your order processing time frame?
Once you receive your confirmation email, it takes us 5 to 7 business days (excluding weekends and holidays) to handmake, package and ship. You will receive another notification when your order has shipped.
In November and December, we tend to have an announcement bar at the top of our Home Page, that states our current processing time. If there is no current announcement, it will take us no more than 2 weeks to ship your order.
If you have any questions about our current processing time, please do not hesitate to reach out via our Contact Us Page.
On the rare occasion, if there are any changes to this timeline, we will reach out to you directly.
I have a few questions about the products in my order. Where can I get answers?
Check out our Frequently Asked Questions Page! We have general care instructions, information about our catnip blend, and general policies.
If you still, didn't find your answer reach out to us. We would love to strike up a conversation and make sure your burning questions are answered.
Domestic Shipping
What are your domestic shipping rates?
Shipping charges for your order will be calculated and displayed at checkout. We provide a few option and upgrades, so you can select which fits your needs the best.
Once shipped, how long will it take to get to me?
Majority of the carriers that we work with will take 3 - 7 days to get your package to you. It depends on the shipping option that you selected at check out and where your package is going. We ship our of Portland, Oregon.
Do note, that starting October through January, most carriers increase their transport time due to the influx of holiday mail. If you have a question about shipping speed, you can reach our to us directly, via our Contact Us Page.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number and carrier, you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 10 days of receiving your shipping confirmation email, please Contact Us with your name and order number, and we will look into it for you.
International Shipping
What are your international shipping rates?
Shipping charges for your order will be calculated and displayed at checkout. We offer a few options for you to choice from.
Normally, USPS is the least expensive option, when shipping internationally. Although, they tend to take a few days longer to transport packages.
Who pays for duties?
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. The Luminous Pets is not responsible for these charges if they are applied. Duty taxes are the responsibility of the customer.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number and carrier, you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 14 days of receiving your shipping confirmation email, please Contact Us with your name and order number, and we will look into it for you.
Disclaimer
Supervise your pets while wearing or engaging with our products. No items are indestructible, if an items is damaged please discard to prevent accidental ingestion or injury.
The Luminous Pets is not responsible for damages or injuries due to lack of supervision, negligence, or misuse while wearing or engaging with our products. Thank you.