Contact Us
Have questions about your order or our products? We're here to help!
🚚 Shipping Information
- ✅ Free shipping on all US orders
- ✅ Ships from US-based warehouses
- ✅ Delivery: 1-4 business days
- ✅ Tracking provided for all orders
❓ Frequently Asked Questions
📦 Orders & Shipping
How can I track my order?
You'll receive a tracking number via email once your order ships. You can also track your order by logging into your account on our website. If you haven't received tracking information within 2 business days of placing your order, please contact us.
How long does shipping take?
Orders are processed within 1 business day (Monday-Friday, excluding holidays). Most products ship from our US warehouse and arrive within 1-4 business days. In rare cases where an item is temporarily out of stock in the US, it may ship from our international warehouse, which takes 5-10 business days. You'll be notified if this applies to your order.
Do you ship internationally?
Currently, we only ship to addresses within the United States, including Alaska, Hawaii, and US territories. We're working on expanding our shipping options in the future.
What shipping carriers do you use?
We use reliable carriers including USPS, UPS, FedEx, and other trusted logistics partners depending on your location and the warehouse your product ships from.
Can I change my shipping address after placing an order?
Address changes may be possible if requested within 12 hours of order placement. Please contact us immediately at info@cleverlulu.com with your order number and new address. We cannot guarantee changes after this timeframe as orders are processed quickly.
Do you ship to PO Boxes or APO/FPO addresses?
Yes! We ship to PO Boxes and APO/FPO/DPO military addresses within the United States.
What if my package shows delivered but I didn't receive it?
First, check with neighbors or building management. Verify the shipping address in your order confirmation. If you still can't locate your package, contact us at info@cleverlulu.com within 48 hours and we'll work with you to resolve the issue.
🔄 Returns & Refunds
What is your return policy?
We accept returns for defective or damaged products within 14 days of delivery. If you receive a defective item, contact us with photos and we'll issue a full refund - no return shipping required. Please see our Refund Policy for complete details.
Can I return an item if I changed my mind?
Unfortunately, we cannot accept returns for non-defective items, change of mind, or incorrect size/color selections. Because our products ship directly from fulfillment centers, we're unable to process these types of returns. We recommend reviewing product descriptions, dimensions, and customer reviews carefully before purchasing.
What qualifies as defective?
An item is considered defective if it arrives broken or damaged during shipping, has manufacturing defects that prevent normal use, is missing essential parts, or doesn't match the product description. Normal wear and tear, damage from misuse, or minor cosmetic imperfections that don't affect functionality are not considered defects.
How long does it take to receive my refund?
Once we approve your refund request, it takes 5-7 business days to process. The refund will be issued to your original payment method. Please allow an additional 5-10 business days for your bank to process the refund. You'll receive an email confirmation when the refund is processed.
Do I need to return a defective product?
No! To save you time and money on return shipping costs, we don't require you to ship defective items back. Simply provide photos of the defect and we'll process your refund. You can keep or dispose of the defective item.
💳 Payment & Pricing
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, Google Pay, and Shop Pay.
Is it safe to use my credit card on your website?
Absolutely! Our checkout is secured with industry-standard SSL encryption. We never store your complete credit card information on our servers. All payments are processed through Shopify's secure payment gateway.
Do you offer discounts or promotions?
Yes! Subscribe to our email list to receive exclusive discounts, new product announcements, and special promotions. We also occasionally run seasonal sales and limited-time offers.
Can I use multiple discount codes on one order?
Only one discount code can be applied per order. If you have multiple codes, we recommend using the one that provides the greatest savings.
🐾 Products & Quality
Where do you source your products?
We work with a carefully selected group of trusted suppliers who share our commitment to quality. Rather than offering thousands of products from countless suppliers, we focus on partnering with only the best manufacturers who consistently deliver premium, high-quality pet products. Every supplier is vetted for quality standards, ethical practices, and reliability before we add their products to our store.
How do you ensure product quality?
Quality is our top priority. We personally evaluate products from potential suppliers and only partner with manufacturers who meet our strict quality standards. We focus on curating the best products rather than offering a massive catalog. This selective approach ensures that every item in our store meets our high standards for durability, safety, and functionality.
Are your products safe for pets?
Yes! All our products are designed with pet safety in mind. We carefully select materials that are non-toxic and pet-friendly. However, always supervise your pet with new products and discontinue use if any irritation occurs.
How do I choose the right size?
Each product page includes detailed size charts and measurements. We recommend measuring your pet and comparing to our size guide before ordering. If you're between sizes, we generally recommend sizing up for comfort.
Do you test your products?
We work with trusted manufacturers who follow strict quality control standards. Many of our products are tested for durability, safety, and functionality before being offered in our store. We also monitor customer feedback to ensure continued quality.
Can I see more photos of a product?
Product pages include multiple photos showing different angles and details. If you need additional photos or have specific questions about a product, feel free to email us at info@cleverlulu.com.
Why don't you have as many products as other pet stores?
We believe in quality over quantity. Instead of overwhelming you with thousands of mediocre options, we carefully curate a selection of premium products from the best suppliers in the industry. Every product in our store has been hand-picked for its quality, functionality, and value. This focused approach means you can shop with confidence knowing that we stand behind every item we sell.
👤 Account & Privacy
Do I need an account to place an order?
No, you can checkout as a guest. However, creating an account allows you to track orders, save shipping information, and view your order history for easy reordering.
How do I create an account?
Click "Account" or "Sign In" at the top of our website, then select "Create Account." You can also create an account during checkout by checking the "Create an account" box.
I forgot my password. What should I do?
Click "Sign In" and then "Forgot your password?" Enter your email address and we'll send you a password reset link.
How do you protect my personal information?
We take your privacy seriously. We never sell or share your personal information with third parties for marketing purposes. Please see our Privacy Policy for complete details on how we collect, use, and protect your data.
📧 Still Have Questions?
👇You can also fill in the form, we'll get back to you within 24 hours 👇