ORDERING
We will keep you up to date about the status of your order by email. Upon placing an order online, you will receive an order confirmation email. You will receive another email when your order ships. If you have further questions about your order, please contact us at (310) 314-9837.
What happens after your order is placed online:
Order confirmation: this email confirms that we have received your order and includes your order number. Keep this email for your records.
Shipment confirmation: this email confirms that your order has shipped and typically contains carrier tracking information.
Back order updates: if you have ordered an item that is back ordered, we will notify you should the expected shipping day change, or if the item is not expected to come into stock within 72 hours
SHIPPING
We will ship out within 72 hours of when the order was placed. For personalized tag orders, those will be shipped within 5 days or receipt. General delivery time may vary depending on location of final destination and method of shipping. Luxepets uses USPS, UPS ground and FedEx ground. If you need rush service or special assistance, please call us directly at 310-314-9837.
CUSTOMS, DUTIES AND OTHER FEES FOR INTERNATIONAL ORDERS
The final country of destination may charge additional custom taxes, duties or VAT fees and customers are solely responsible for any customs, duties, foreign taxes or other fees that his/her country may impose to take delivery of his/her order. In order to comply with export regulations, we are required by U.S. law to declare the exact value of all items ordered and to mark them as dutiable merchandise. For more information, contact your local customs office for details about these charges.
RETURNS
We want to make sure you are happy with your order. Luxepets has a 10 day return policy from the date it was purchased online. Please email us at info@luxepets.com or call us directly at 310-314-9837 for refunds or exchanges. Please makes sure items have not been worn. All sales are FINAL on engraved pet tags or other personalized items.
PAYMENT METHOD
We accept the following payment methods: American Express, Visa, MasterCard.
SALES TAX
Where required by state law, all orders will be charged sales tax.
GIFT CERTIFICATES + GIFT MESSAGES
Luxepets gift certificates make a great gift especially for those who have lost a pet. Please call Customer Service at 310-314-9837 or e-mail us at info@luxepets.com for more information.
PRIVACY POLICY
We at Luxepets are committed to ensure your privacy is protected. We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We collect name, contact name/email, billing/shipping information so that we may ship you your orders. If you have signed up/opted in to our newsletter, we may send out promotional information about sales, new products and services using the email address you have provided.
As part of the registration process for our e-newsletter, we collect personal information. We use that information for a couple of reasons: to tell you about stuff you’ve asked us to tell you about; to contact you if we need to obtain or provide additional information; to check our records are right and to check every now and then that you’re happy and satisfied. We don’t rent or trade email lists with other organizations and businesses.