Shipping

Orders are shipped from our warehouse located in Ontario, Canada direct to your door. We use standard shipping for orders within Canada, Premium Express for orders within the United States, and UPS for orders outside North America. If You need expedited shipping service, please email us at generalinquiry@lukamoo.com.  

Canada

United States

 (Continental U.S., Alaska, Hawaii, Puerto Rico)

International

Delivery timing is estimated from the time your order is placed. All orders are processed Monday through Friday, excluding holidays. Deliveries are made Monday to Friday from 9am - 8pm. An adult signature will be required upon delivery. Lukamoo is not responsible for any unanticipated delivery delays beyond Lukamoo’s control.

Pre-order, Back-order, Made to Order and DIY items will be shipped on the estimated date noted on the product description page. These items will ship through Standard Shipping once they become available.

Once your item(s) have shipped, you will receive a confirmation email where you will find a link to track your order. You will receive an email confirmation once your order has been delivered.

Items can only be shipped to one address per order. Please place a separate order for each location to ship to multiple addresses.

If you need to modify your shipping or delivery information after placing your order, please contact us as soon as possible. Shipping information, including delivery address, cannot be modified once the order has already been shipped.

Returns & Exchanges 

We understand that each cat is particular and has a unique personality. They may not like the product their hoomans have chosen for them. So we offer free returns or exchanges on your purchase within 30 days of order delivery. To start the process, please contact us at lukamoo@pm.me with your order #. Items sent back to us without first requesting a return will not be refunded.

Customers outside Canada will need to pay the shipping cost.

Once we received returned or exchanged items in the warehouse, returns will be processed within approximately 7-10 business days and credited back to the original form of payment. You will receive an email confirmation when your return has been completed.

All items must be in their original packaging with original condition. Merchandise that has been used, altered, chewed or damaged will not be accepted. Freebies need to be returned as well; if not, we will only refund you the difference between the retail value of the free gift and the full-price item.

Refunds 

After we have received and inspected your return, we will send you an email to inform you whether the refund was approved. If approved, the refund will be automatically sent to your original payment method for the full amount you paid for the item(s). Please note that it may take some time for your bank or credit card company to process and transfer the refund.