For some of the items, you have the option to pre-order in advance.

*All Pet Food (NOT include Korean/Japan Brand) if Pre-order, gets 5% Discount!!!!!!*

Please be aware that the processing time for pre-reserved items is approximately 1-4 weeks. However, actual delivery times may vary due to supplier conditions, resulting in either earlier or delayed shipments. Once the reserved items reach our warehouse, we will coordinate pickup, delivery, or shipment within 1-2 business days.

You will receive a confirmation email once all pre-reserved products in your order are ready for dispatch.

Please Note: In the event if the pre-order products becomes unavailable from our suppliers, we may remove them from your order or cancel the entire order if all item is not available (e.g: This will happen if company stop producing them) :(

We appreciate your understanding and patience in this matter.

Thank you~

Return and Exchange

Because all sales are final, there is no return or exchange for the sold item. 

Defective Product

Suppose you think you received a defective product. In that case, you will need to take clear pictures or record a video and include a description to tell us where the defect is and how it is a defect and send it to us. Our email is: lunapetsup@gmail.com

If you cannot provide good pictures or videos to show the defect, you need to ship or bring the product to our warehouse. However, you are responsible for the return shipping fee. The warehouse address is only provided when requested by emailing lunapetsup@gmail.com

And then, we will forward the pictures or videos to the brand. Then, the brand will review and determine whether it is a defect or wear and tear. If the brand confirms it is a defect, we will issue you a refund for the defective product.

We are not responsible for any manufacturing defect product because the responsibility is of the brand. However, we will help you with the defective claim as much as we can.

Please note that you cannot claim a product defective after 30 days, starting from when the carrier's tracking system marks your parcel or parcels as delivered.

Cancelations

You cannot cancel your order after you receive a tracking number.

Also, you cannot cancel a pre-order item.

Late or Missing Refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at lunapetsup@gmail.com 

Contact Us

We are here to answer your questions. Please email us at lunapetsup@gmail.com 

*Mandarin and Cantonese Service Also Available*

We will reply to you in 1 or 2 business days.

Thank you~