How much is shipping, and where do you ship?
Orders of $49 or more ship free. Orders under $49 ship for a flat $5.95. We ship to street addresses in all 50 states and Washington, D.C. We don't ship to P.O. boxes, APO/FPO addresses, U.S. territories or outside the United States yet. Every order ships from our fulfillment partner in Clovis, New Mexico.
How long does delivery take?
Orders leave our fulfillment partner within 1–2 business days and arrive 2–5 business days after that by USPS or UPS, so most orders are at your door 3–7 business days after you place them. Business days are Monday through Friday, excluding U.S. federal holidays. Alaska and Hawaii can take a few extra days.
How do I track my order?
You get a shipping confirmation email with a tracking link as soon as your order ships. Tracking can take up to 24 hours to show the first scan. If you have several items, they may arrive in separate packages, each with its own tracking number. No tracking movement for 7 business days? Email us and we'll open a trace with the carrier.
What's your return policy?
You have 30 days from the delivery date to return an item that's unused and in its original packaging. Email support@lucentisllc.com with your order number, and we'll send return instructions within 1 business day. You pay return shipping, unless the item is defective or we made a mistake, in which case we send a prepaid label (report damage or defects within 7 days of delivery). Refunds go to your original payment method within 5–10 business days after the return reaches us. Personalized items can't be returned. Full details in our Return and Refund Policy.
How do I pick the right bed size?
Measure your dog from the nose to the base of the tail while lying down in a normal sleeping position, then add 6–8 inches. That's the minimum length of the sleeping surface you want. Then check the size guide on the product page: each bed lists its outside dimensions and the weight range it suits. Dogs who curl up can go a size down; dogs who stretch out flat should go a size up. If you're between sizes, choose the larger one. Still not sure? Email us the measurement and your dog's weight and we'll tell you which size to order.
What are your products made of?
Each product page lists the materials in its description, for example the foam type in a bed, the cover fabric, whether a lick mat is food-grade silicone, or whether a bowl is stainless steel. We list what we've been able to verify with the supplier. We don't sell food, treats, supplements or anything meant to treat a health condition. If a material matters for your dog's allergies or chewing habits, email us before you order and we'll check.
What payment methods do you accept?
Visa, Mastercard, American Express, Discover and Diners Club, plus Shop Pay, Apple Pay and Google Pay. All prices are in U.S. dollars, and your payment method is charged when you place the order. Payments are processed by Shopify Payments; we never see or store your full card number. See our Payment Methods page.
Do you charge sales tax?
Where we're required to collect sales tax, it's calculated on your shipping address and shown at checkout before you pay. The total at checkout is the total you're charged. Since we only ship within the United States, there are never customs duties or import fees.
Can I cancel or change my order?
Yes, as long as it hasn't shipped. Email us right away with your order number and what you'd like to change. Orders usually ship within 1–2 business days, so the sooner the better. Once an order has shipped we can't change the address or cancel it, but you can return it under our 30-day return policy.
Is there a warranty?
Every item is covered by our 30-day return policy. If something arrives damaged, defective or isn't what you ordered, email us within 7 days of delivery with a photo and we'll send a prepaid label and a replacement or a full refund, including the original shipping charge. Some manufacturers offer their own warranty; when they do, it's listed on the product page and we'll help you with the claim.
Do you sell wholesale or in bulk?
Not right now. We're a small retail store focused on customers in the United States. If you run a shelter, rescue, grooming salon or daycare and need a larger quantity, email support@lucentisllc.com with what you have in mind and we'll see what we can do.
How do I reach a person?
Email support@lucentisllc.com or use the form on our Contact page. We reply within 1 business day. You can also call +1 605-524-4927, Monday through Friday, 9am–5pm ET. Our office is Lucentis LLC, 1401 Pennsylvania Ave, Suite 102, Wilmington, DE 19806, USA. It's an office, not a store, so please don't send returns there; we'll email you the return address when you request a return.