Shipping & Delivery
Where do you ship to?
Currently, LOLO'S SHOP exclusively ships to the United States. We focus all our efforts on providing the best possible service and fastest delivery times for our US-based pet parents.
How long will it take to receive my order?
Since we source high-quality pet products from various global partners to bring you the best designs, shipping times can vary. Typically, orders are processed within 1-3 business days, and delivery takes between 7 to 15 business days. You will receive a tracking number as soon as your order ships!
How can I track my order?
Once your order is dispatched, we will send you an email with a tracking number and a link to track your package. You can also visit the "Track Order" page on our website and enter your tracking number for real-time updates.
My order hasn't arrived yet. What should I do?
If your order hasn't arrived within the estimated delivery time (up to 15 business days), please check your tracking link first. If you still need help, contact our friendly support team at lolosshop.ask@gmail.com, and we will investigate it immediately for you.
Products & Quality
How do I choose the right size for my pet?
We know every pet is unique! That’s why we provide detailed sizing charts on every product page (especially for harnesses, collars, and beds). Please measure your pet carefully according to the guide before ordering. If you're between sizes, we usually recommend sizing up for comfort.
Are your products safe for my pets?
Absolutely. At LOLO'S SHOP, your pet's safety and comfort are our top priorities. We carefully select products made from pet-safe, durable, and non-toxic materials.
How do I clean the pet beds and accessories?
Most of our pet beds come with removable, machine-washable covers for easy cleaning. For specific care instructions, please check the details listed on the individual product page or the tag attached to the item.
Returns & Refunds
What is your return policy?
We want you and your pet to be 100% happy! We offer a 30-day return policy. If you are not satisfied with your purchase, you can return the unused item in its original packaging within 30 days of receiving it. Please note that for hygiene reasons, certain items (like chewed toys or used beds) cannot be returned unless they are defective.
What if my item arrives damaged or defective?
We are so sorry if that happens! Please contact us within 48 hours of receiving the item at [Your Support Email] with a clear photo of the damage. We will gladly send you a free replacement or issue a full refund immediately.
Payments & Orders
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, American Express, Discover) as well as secure express checkout options like PayPal, Apple Pay, and Google Pay. All transactions are encrypted and 100% secure.
Can I change or cancel my order after placing it?
We process orders very quickly to get them to you as fast as possible. If you need to change or cancel your order, please email us within 12 hours of placing it. Once the order has been shipped, we can no longer make changes or cancel it.