Last Updated: September 2026
Thank you for shopping with PawLuno.
We work with third-party fulfillment and logistics partners to process and deliver orders efficiently.
Some orders may be fulfilled from different warehouses depending on product availability and destination.
ORDER PROCESSING
Ready-to-ship products are generally processed within:
1–3 business days
Custom or pre-order products may require additional processing time.
Processing times may be longer during holidays, promotions, periods of high demand, or unexpected circumstances.
ESTIMATED SHIPPING TIMES
Estimated shipping times after dispatch may vary by destination.
Typical estimates are:
Mainland China: 3–5 business days
Southeast Asia & East Asia: 5–10 business days
Europe, North America, Australia & New Zealand: 10–20 business days
Middle East, South America & Africa: 20–40 business days
These are estimates, not guaranteed delivery dates.
Actual delivery times may vary because of customs clearance, carrier schedules, weather, public holidays, remote destinations, and other circumstances beyond our control.
SHIPPING METHODS
Depending on your product and destination, different shipping methods and carriers may be available.
Shipping options may include international and local carriers.
The available shipping methods and prices are displayed during checkout.
SHIPPING COSTS
Shipping costs are calculated according to the available shipping method, destination, product, package weight, and dimensions.
The final shipping cost displayed at checkout applies to your order.
TRACKING
When your order has been dispatched, you will receive tracking information when available.
Please note that tracking updates may not appear immediately after dispatch.
For some destinations, tracking information may be limited during certain stages of transit.
MULTIPLE PACKAGES
If your order contains multiple products, the products may be shipped separately.
You may therefore receive multiple packages and tracking numbers for one order.
CUSTOMS, DUTIES & TAXES
International orders may be subject to customs duties, VAT, import taxes, or other charges imposed by the destination country.
Unless explicitly stated otherwise at checkout, these charges are the responsibility of the customer.
PawLuno does not control customs decisions or the amount of applicable customs charges.
INCORRECT ADDRESS
Customers are responsible for providing a complete and accurate delivery address.
If you notice an error, contact us immediately at:
support@pawluno.com
We will do our best to help before your order is processed.
Once an order has been shipped, we cannot guarantee that the address can be changed.
Additional reshipping costs resulting from an incorrect address may be the customer's responsibility.
DELAYED ORDERS
Delivery may take longer because of:
- Customs clearance
- Carrier delays
- Weather
- Public holidays
- High shipping volumes
- Incorrect address information
- Remote destinations
- Transportation disruptions
- Other circumstances outside our control
If your order is significantly delayed, contact us at:
support@pawluno.com
LOST OR UNDELIVERED ORDERS
If tracking shows that an order has been delivered but you cannot locate it, please first check with your household, neighbors, building reception, local carrier, or local post office.
If you still cannot locate the package, contact us.
We may request additional information or documentation to investigate the shipment.
RETURNED PACKAGES
If a package is returned because of an incorrect address, refusal of delivery, failure to collect the package, or another issue attributable to the customer, additional shipping or reshipment charges may apply.
CONTACT
For shipping questions:
support@pawluno.com
Please include your order number when contacting us.
PawLuno — Happy Pets. Happy Homes.