FAQ
# Frequently Asked Questions (FAQ)
Welcome to the Petlunae FAQ page. Here you'll find answers to some of the most common questions about ordering, payment, shipping, delivery, and after-sales support.
If you cannot find the answer you need, please contact us at:
**support@petlunae.com**
When contacting us about an existing order, please include your **Order Number** and the **Email Address used to place the order** so we can assist you more efficiently.
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## Ordering & Payments
### Q: How do I apply a discount code?
You can apply your discount code during checkout.
1. Select the product you wish to purchase and click **"Add to Cart."**
2. Proceed to checkout.
3. Enter your discount code in the available discount code field.
**On mobile:**
Tap **"Show order summary"** to locate the discount code field.
**On desktop:**
The discount code field will normally appear on the right-hand side of the checkout page.
Once the code has been successfully applied, continue with your preferred payment method.
Please note that discount codes may be subject to specific conditions and may not be combinable with certain promotions.
### Q: What payment methods do you accept?
Available payment methods may vary depending on your location and checkout availability.
Supported payment methods may include:
- PayPal
- Visa
- Mastercard
- American Express
- Major credit and debit cards
- Apple Pay
- Google Pay
- Other payment options displayed at checkout
The available payment methods will be shown clearly before you complete your purchase.
### Q: How much is shipping?
Our standard shipping fee is generally:
**USD $5.99**
The final shipping cost may vary depending on your destination, order details, or active promotions.
The exact shipping cost will always be displayed during checkout before payment is completed.
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## Shipping & Delivery
### Q: Do you offer international shipping?
Yes, Petlunae ships to many international destinations.
Shipping availability depends on your destination, carrier coverage, product restrictions, and other logistical factors.
In the uncommon event that we cannot ship your order to your location, we will contact you and provide an appropriate solution.
### Q: How long does shipping take?
Orders are generally processed within approximately **3 business days**.
After shipment, estimated delivery typically takes:
**10–20 business days**
Please note that shipping times are estimates and may vary due to customs clearance, carrier delays, holidays, weather, or other circumstances outside our reasonable control.
### Q: How can I track my order?
Once your order has shipped, you will receive a shipping confirmation email containing your tracking number.
You can track your shipment at:
**https://www.17track.net**
### Q: Why isn't my tracking information updating?
Tracking information may take **24–48 hours**, or occasionally longer, to appear after your shipping confirmation is sent.
It is also normal for a package to go several days without a new scan while it is moving between shipping facilities.
If your tracking has not updated for more than **7 days**, please contact us at:
**support@petlunae.com**
### Q: I only received part of my order. Why?
If your order contains multiple items, they may occasionally be shipped in separate packages.
This can happen when different items are fulfilled separately or when splitting a shipment allows part of your order to arrive sooner.
Each shipment may have its own tracking number.
Receiving one package does not necessarily mean the remaining items are missing.
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## Order Modifications & Cancellations
### Q: Can I change my shipping address, name, or phone number?
Please contact us as soon as possible at:
**support@petlunae.com**
We recommend using the subject line:
**Urgent: Address Change**
Please include:
- Your Order Number
- Your Order Email
- The complete corrected shipping information
We will make reasonable efforts to update your order if it has not yet entered fulfillment.
Once an order has already been processed or shipped, we may no longer be able to make changes.
### Q: Can I change the items in my order, such as size, color, or quantity?
Please contact us as soon as possible at:
**support@petlunae.com**
You may use the subject line:
**Urgent: Order Change**
Please include:
- Your Order Number
- Your Order Email
- The specific change you would like to make
Changes can generally only be made before an order enters fulfillment.
Because orders may be processed quickly, we recommend contacting us immediately after noticing an issue.
### Q: Can I cancel my order?
If your order has not yet been processed or shipped, please contact us as soon as possible to request cancellation.
We will review the status of your order and let you know whether cancellation is still possible.
Once an order has already shipped, it generally cannot be canceled. You may instead be able to request a return after delivery in accordance with our Return & Refund Policy.
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## Post-Delivery Issues
### Q: My order arrived damaged. What should I do?
We’re sorry to hear that your order arrived damaged.
Please contact us at:
**support@petlunae.com**
Include:
- Your Order Number
- Your Order Email
- Clear photos or a video showing the damaged item
- A photo of the shipping label or outer package, where available
Our support team will review the issue and provide an appropriate solution.
### Q: What if I believe my item has a quality issue or defect?
Please contact us at:
**support@petlunae.com**
Include:
- Your Order Number
- Your Order Email
- A clear description of the issue
- Photos or a short video clearly showing the defect
We will review the information and assist you accordingly.
### Q: I received the wrong item or am missing an item. What should I do?
Please contact us at:
**support@petlunae.com**
Include:
- Your Order Number
- Your Order Email
- A description of the incorrect or missing item
- Photos or video of the package contents, where applicable
- A photo of the shipping label, if available
We will review your order and work to resolve the issue.
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## Returns & Refunds
### Q: Do you accept returns?
Yes. We offer a **30-day return window** for eligible items.
Return eligibility depends on the condition of the product and the type of item.
For full details, please review our Return & Refund Policy.
### Q: How do I start a return?
Please email:
**support@petlunae.com**
Include:
- Your Order Number
- Your Order Email
- The item you wish to return
- The reason for the return
- Photos, where relevant
Please do not send items back without receiving return authorization or instructions from us first.
### Q: How long does a refund take?
Once an approved return has been received and inspected, refunds are generally issued to the original payment method.
Please allow up to **10 business days** for us to process the approved refund.
Your bank or payment provider may require additional time to post the funds to your account.
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## Account & Communication
### Q: I didn't receive an order confirmation email. What should I do?
First, please check your spam, junk, or promotions folder.
If you still cannot find the confirmation email, contact us at:
**support@petlunae.com**
Please include the email address you believe you used during checkout and any available order details.
### Q: I haven't received my tracking number yet. What should I do?
Tracking information is normally provided after your order has been processed and shipped.
If your order has already passed the expected processing period and you have not received a shipping confirmation email:
1. Check your spam or junk folder
2. Confirm that the email address used at checkout is correct
3. Contact us at **support@petlunae.com**
Please include your Order Number and Order Email so we can check the status.
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## Contact Petlunae
If you still need assistance, please contact our customer support team:
**Email:**
support@petlunae.com
**Phone / Text:**
(424) 383-8178
**Company:**
HONG KONG NIU LING WEN INTERNATIONAL LIMITED
**Business Address:**
KINGS COMMERCIAL BUILDING
2 CHATHAM COURT
FLAT/RM 09, 11/F
TSIM SHA TSUI, KOWLOON
HONG KONG