Orders

How do I place an order?

Simply browse our collections, select the items you love, and add them to your cart. When you're ready, proceed to checkout and follow the steps to complete your purchase. You'll receive a confirmation email as soon as your order is placed.

Can I modify or cancel my order after placing it?

We process orders quickly to ensure fast delivery. If you need to make a change, please contact us at support@lucypaco.com as soon as possible. We'll do our best to accommodate your request before the order is dispatched, though we cannot guarantee changes once fulfillment has begun.

Will I receive an order confirmation?

Yes. A confirmation email with your order details and summary will be sent to the email address provided at checkout. Please check your spam or junk folder if you don't see it within a few minutes.

Do you offer gift wrapping or personalized notes?

We offer gift packaging options on select orders. If you'd like to include a personalized message, please mention it in the order notes at checkout or reach out to us directly and we'll do our best to make it special.

Shipping & Delivery

Where do you ship to?

Lucypaco ships to a wide range of countries worldwide. Shipping availability and rates are calculated at checkout based on your delivery address. We are continuously expanding our shipping coverage to reach more pet lovers around the globe.

How long does delivery take?

Standard delivery typically takes 7–14 business days depending on your location. Expedited shipping options may be available at checkout. Please note that delivery times may vary during peak seasons or due to circumstances beyond our control.

How can I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to monitor your delivery in real time. If you have not received tracking information within 3 business days of your order, please contact us.

Are there any customs duties or import taxes?

For international orders, customs duties and import taxes may apply depending on your country's regulations. These charges are the responsibility of the recipient and are not included in our product or shipping prices. We recommend checking with your local customs authority for more information.

Returns & Refunds

What is your return policy?

We accept returns on eligible items within 30 days of delivery, provided they are unused, in their original condition, and in original packaging. Certain product categories such as consumables, grooming items, and personalized products are non-returnable for hygiene and safety reasons.

How do I initiate a return?

To begin a return, please email us at support@lucypaco.com with your order number and the reason for your return. Our team will review your request and provide you with return instructions within 1–2 business days.

When will I receive my refund?

Once we receive and inspect your returned item, we will process your refund within 5–7 business days. The refund will be issued to your original payment method. Please allow additional time for your bank or payment provider to reflect the credit.

What if my item arrived damaged or incorrect?

We sincerely apologize if this has happened. Please contact us at support@lucypaco.com within 7 days of receiving your order, and include a photo of the item. We will arrange a replacement or full refund at no additional cost to you.

Products & Safety

Are your products safe for pets?

Pet safety is our highest priority. All products available on Lucypaco are carefully reviewed and selected to meet quality and safety standards. We only carry items made from non-toxic, pet-safe materials. If you have specific concerns about a product's suitability for your pet, please don't hesitate to ask us.

How do I choose the right size for my pet?

Each product listing includes a detailed size guide with measurements. We recommend measuring your pet's neck, chest, and length before purchasing apparel or accessories. If you're unsure which size is right, our team is happy to assist — just send us your pet's measurements and we'll advise accordingly.

Do you restock sold-out items?

We do restock popular items periodically. To be notified when a specific product is back in stock, please email us at support@lucypaco.com with the product name and we'll add you to our notification list.