LOCAL DELIVERY

We do local delivery service in the Greater Vancouver (also known as Metro Vancouver). If your address is outside of the Greater Vancouver, our system will count you as a shipping service automatically.

WHEN WILL I RECEIVE MY DELIVERY AFTER I PLACE AN ORDER?

You will receive an order confirmation email which includes the order number after you complete the purchase. If you did not receive order confirmation, either you did not complete the order correctly or did not provide a correct email address.

Your order will get forwarded to our warehouses in Vancouver, Canada, typically the next business day. Our staff will pack your order and get your order prepared within one to two business day(s). If you have an preorder, the date will be vary and you will receive an email from us after your preorder has arrived.

Usually we will do local delivery from Monday to Friday, except statutory holidays and weekends.

WHAT TIME CAN I EXPECT MY DELIVERY?

Generally, your delivery will be on the road from 2 pm to 9 pm. We cannot provide an exact ETA in advance of your delivery day.

You will receive a delivery confirmation email one day before your delivery day. If you want to change your delivery address, please contact us one day before your delivery day! If the delivery fails due to the incorrect address, extra delivery fee will be charged based on your area. 

*Please note that we cannot guarantee delivery times, but you can add your preferred day (Tuesday or Friday ONLY) to NOTES SECTION in cart when ordering. We will try our best to arrange your delivery day you requested, after we prepared your order! (Please note that LANGLEY and MAPLE RIDGE can ONLY be delivered on Wednesday)

DO I HAVE TO BE AT HOME IN ORDER TO RECEIVE MY DELIVERY?

Of course not! If you are okay with us to drop off your order at the front door or gate, please add your request to NOTES SECTION in cart when ordering.

*Please note that if your order is stolen by someone else after we drop off at the door, we will not take the responsibility of this.

WHAT IF I LIVE IN AN APARTMENT OR CONDO?

There are several options for you if you live in an apartment or condo and won’t be at home at the time of delivery:

  • If you can provide your BUZZ CODE to us and let us enter your building by using BUZZ CODE, we can leave your order at the door of your unit or leave your order with the concierge (Please confirm that they will accept the package as not all do!)
  • If you are not able to buzz us remotely, you can provide us with a DOOR CODE or KEY to access the building, we can leave your order with the concierge or leave it inside the building or mailroom.

WHAT IF I MISS MY DELIVERY?

If we cannot reach you at the time of delivery or are unable to enter your building, we will bring your order back to our delivery center at the end of the day. There are two options for you if you miss your delivery:

  1. You can pick up from our delivery center in Richmond from 2:30 pm to 4:30 pm from Monday to Friday. It’s free!
  2. You can contact us to reschedule your delivery. Re-delivery fee will be charge you based on your area.

HOW MUCH DOES MY DELIVERY COST?

Local delivery will be free when the minimum order for your area is met.

If you cannot meet the minimum order for free delivery, an extra delivery fee will be added to your order.

Delivery methods
Distance Price Free shipping standards
within 5km Free when80+，$6
Within 10km Free when100+，$8
Within 15km Free when120+，$12
Within 20km Free when 140+，$14
Within 25km Free when 160+，$16
25km+ Shipping or delivery，Free when

200+，$16

*Distance：refers to the direct distance from the map between our warehouse in
west Vancouver and the destination

PLEASE NOTE:

Please ensure you provide your full and correct delivery address and information. 

Please contact our Customer Service Team at lunapetsup@gmail.com with questions regarding your orders, and within 48 hours of receiving your order if you found a problem (item missing, damage, etc).