FAQ
Welcome to Loumity's Help Center.
We've gathered answers to the questions our customers ask most often. If you can't find the information you're looking for, feel free to contact our support team at support@loumitypet.com.
To help us assist you more efficiently, please include your Order Number and the email address used when placing your order.
Orders & Payments
How do I use a discount or promo code?
After adding your favorite Loumity products to your shopping cart, continue to checkout.
- On desktop: Enter your discount code in the promotional code field before completing payment.
- On mobile devices: Tap "Show order summary" to reveal the discount code section, then enter your code and apply it.
If the code is valid, the discount will be reflected before you complete your purchase.
Which payment methods do you accept?
We offer secure payment options through encrypted checkout systems, including:
- Visa
- Mastercard
- American Express
- PayPal
- Apple Pay
- Google Pay
Available payment methods may vary depending on your country or region.
How much is shipping?
Standard shipping is USD $5.99.
From time to time, shipping fees may vary because of promotional events or destination requirements. The final shipping cost will always be displayed during checkout before payment.
Shipping & Delivery
Do you ship internationally?
Yes.
Loumity ships to many countries around the world. Whenever possible, orders are fulfilled from the warehouse that can provide the most efficient delivery to your location.
How long does shipping take?
Once your order has been processed and shipped, estimated delivery time is generally between 10–20 business days.
Delivery may take longer during holidays, customs inspections, or peak shopping seasons.
How can I track my order?
After your package has been shipped, you'll receive a confirmation email containing your tracking number.
You may use your tracking number on 17TRACK or your local courier's tracking website to monitor shipment progress.
My tracking hasn't updated. Should I be concerned?
Not necessarily.
Tracking information often requires 24–48 hours to appear after shipment. During international transportation, tracking updates may temporarily pause while the parcel is moving between logistics centers.
Why did my order arrive in separate packages?
If your purchase includes multiple products, they may be shipped separately from different warehouses to improve delivery efficiency.
If this happens, each shipment will have its own tracking number.
Order Changes
Can I change my shipping address?
Yes, but only before your order enters processing.
Please contact support@loumitypet.com as soon as possible with:
- Your Order Number
- Your registered email address
- Your updated shipping address
Once an order has been shipped, we're unable to change the delivery address.
Can I change the items in my order?
If your order has not yet been prepared for shipment, we may be able to assist with changes such as:
- Product selection
- Color
- Size
- Quantity
Please email support@loumitypet.com immediately with your order details and requested changes.
Can I cancel my order?
Orders may be cancelled before they are shipped.
If your order has already been dispatched, cancellation is no longer possible. Please refer to our Return Policy if you wish to return your purchase after delivery.
Product Support
My product arrived damaged. What should I do?
We're sorry your order didn't arrive in perfect condition.
Please contact support@loumitypet.com and provide:
- Your Order Number
- Your registered email address
- Photos or a short video showing the damage
- A photo of the shipping label on the package
Our support team will review your case and provide an appropriate solution.
I believe my product has a quality issue.
Customer satisfaction is important to us.
If you believe your product has a manufacturing defect or quality concern, please send us:
- Your Order Number
- Your registered email address
- A description of the issue
- Clear photos or videos showing the problem
We'll carefully review the information and assist you as quickly as possible.
I received the wrong item or something is missing.
We apologize for the mistake.
Please email support@loumitypet.com with:
- Your Order Number
- Your registered email address
- Photos of the item you received (if incorrect)
- A description of the missing product(s)
We'll investigate the issue and work toward a suitable resolution.
Emails & Account
I didn't receive my order confirmation email.
Please check your:
- Spam folder
- Junk folder
- Promotions tab
If you still cannot locate the email, contact support@loumitypet.com using the email address used during checkout, and we'll resend your order confirmation.
I haven't received my tracking number.
Tracking emails are usually sent within 1–2 business days after your order has been shipped.
If you haven't received one after this period, please:
- Check your spam or junk folder.
- Contact support@loumitypet.com.
We'll be happy to help locate your tracking information.
Need More Help?
If your question isn't covered above, our customer support team is always ready to assist.
Loumity Customer Support
We appreciate your trust in Loumity and are committed to providing reliable service, quality pet products, and a smooth shopping experience for every customer.