At Petluno, we are committed to providing a reliable and transparent delivery experience.
This Shipping Policy applies to orders placed through petluno.com and shipped within Canada and the United States.
Order Processing
Orders are generally processed within 1–3 business days after payment is successfully completed.
Business days are Monday through Friday, excluding public holidays.
During major promotions, holidays, product launches, or periods of unusually high order volume, processing times may be slightly longer.
Once your order has been shipped, you will receive a confirmation email with tracking information when available.
Estimated Delivery Time
After your order has been processed and dispatched, estimated delivery is generally:
5–15 business days
- Delivery times may vary based on:
- Your delivery location
- Carrier availability
- Weather conditions
- Customs processing
- Holidays
- Transportation disruptions
- Other circumstances outside Petluno's reasonable control
- Delivery dates are estimates and are not guaranteed.
Shipping Destinations
Petluno currently ships to eligible addresses within:
Certain remote locations, territories, P.O. boxes, military addresses, or restricted destinations may have limited shipping options or longer delivery times.
If we are unable to ship to your address, we will contact you and provide an appropriate solution.
Shipping Rates
Shipping charges are calculated based on the shipping option and order details shown at checkout.
Petluno may offer:
- Flat-rate shipping
- Free shipping above a minimum order value
- Promotional free shipping
- Other shipping discounts
Any applicable shipping cost will be clearly displayed before payment is completed.
Free Shipping Promotions
When free shipping is offered, eligibility may depend on:
- Order value
- Shipping destination
- Promotional conditions
- Product eligibility
Free shipping promotions may be changed, suspended, or ended at any time.
Any applicable conditions will be displayed on our website or during checkout.
Order Tracking
Once your order is shipped, tracking information will normally be sent to the email address used during checkout.
Please allow some time for tracking information to become active after your shipment is dispatched.
Tracking updates are provided by the shipping carrier and may occasionally experience delays.
If your tracking information has not updated for an extended period, please contact us at: support@petluno.com
Shipping Carriers
Petluno works with reputable postal, courier, and logistics providers.
The carrier selected for your order may depend on:
- Your destination
- Product size and weight
- Shipping availability
- Delivery speed
- Fulfillment location
For this reason, customers may receive orders through different carriers.
Multiple Shipments
In some cases, products from the same order may be shipped separately.
If your order is divided into multiple shipments:
- You will not be charged additional shipping solely because we divided the shipment.
- You may receive separate tracking numbers.
- Packages may arrive on different dates.
Shipping Address Accuracy
Customers are responsible for providing a complete and accurate shipping address.
Please carefully review your address before completing your purchase.
This includes:
- Street number and name
- Apartment or unit number
- City
- Province or state
- Postal or ZIP code
- Country
Petluno cannot guarantee reimbursement for packages that cannot be delivered because the customer provided an incorrect or incomplete address.
Address Changes
If you notice an error in your shipping address, contact us immediately at: support@petluno.com
We will make reasonable efforts to update your information if your order has not yet been shipped.
However, once an order has entered fulfillment or has been dispatched, we may no longer be able to change the shipping address.
Order Cancellations
If you wish to cancel an order, contact us as soon as possible.
Orders may only be cancelled before they have entered fulfillment or shipment.
Once an order has been dispatched, it can no longer normally be cancelled.
If you receive an order you no longer want, our Return & Refund Policy will apply.
Taxes, Duties, and Import Charges
Applicable sales taxes may be collected at checkout where required.
Depending on the destination and fulfillment location, an international shipment may be subject to customs processing, import duties, taxes, brokerage charges, or other government fees.
Where such charges are not prepaid or included at checkout, they may be payable by the customer.
Petluno does not control customs authorities and cannot guarantee the amount of any government-imposed charges.
Where duties or import fees are included in the purchase or shipping price, customers will not be charged those amounts again upon delivery.
Shipping Delays
Occasionally, shipments may be delayed due to circumstances outside Petluno's reasonable control.
These may include:
- Severe weather
- Carrier disruptions
- Customs delays
- High seasonal shipping volume
- Transportation interruptions
- Government restrictions
- Natural disasters
- Holidays
While Petluno cannot guarantee carrier delivery times, we will make reasonable efforts to assist customers when a shipment experiences an unusual delay.
Lost Packages
If your tracking information stops updating for an unusually long period or you believe your package may have been lost, contact us at:
support@petluno.com
Please provide:
- Your order number
- Your full name
- Your shipping address
- Your tracking number, if available
We will review the shipment and, where appropriate, contact the carrier to investigate.
If the shipment is confirmed lost before delivery, Petluno will determine the appropriate remedy, which may include a replacement or refund.
Packages Marked as Delivered
If tracking shows that your package was delivered but you cannot find it, we recommend first:
- Checking around your delivery location
- Asking household members
- Checking with neighbors
- Checking with your building concierge or management
- Reviewing any delivery photo or carrier notice
- Contacting the carrier directly
If the package still cannot be located, please contact support@petluno.com.
We will review the circumstances and assist you with the next steps.
Damaged Packages
Please inspect your order after delivery.
If your product arrives damaged, contact us as soon as reasonably possible at:
support@petluno.com
Please include:
- Your order number
- A description of the damage
- Clear photos of the product
- Photos of the shipping packaging
- Video evidence where helpful
We will review the claim and provide an appropriate solution in accordance with our Return & Refund Policy.
Incorrect or Missing Items
If your order contains the wrong product, wrong variant, or is missing an item, contact us as soon as reasonably possible.
Please provide your order number and photos of the products and packaging where applicable.
If we confirm that Petluno made an order fulfillment error, we will provide an appropriate solution at no additional cost to you.
Undeliverable Packages
Packages may occasionally be returned to the sender because of:
- Incorrect addresses
- Incomplete addresses
- Repeated failed delivery attempts
- Failure to collect a package
- Customer refusal
- Carrier restrictions
If an order is returned because of information or circumstances attributable to the customer, additional shipping fees may apply if the customer requests reshipment.
Where permitted, shipping costs incurred as a result of an undeliverable package may be deducted from any refund.
If the delivery issue resulted from an error by Petluno, the customer will not be charged additional shipping fees.
Refused Deliveries
We recommend contacting Petluno before refusing delivery of a shipment.
A package refused without prior authorization may be treated as a return once it is received back and inspected.
Applicable return shipping costs may be deducted from the refund where permitted.
Consumer Rights
Nothing in this Shipping Policy is intended to limit rights or remedies available under applicable consumer protection laws in Canada or the United States.
Where applicable law provides greater protection than this policy, those legal requirements will apply.
Contact Us
For questions regarding shipping, tracking, delivery, or an existing order, please contact:
Petluno Customer Support
Email: support@petluno.com
Phone: +1 514 467 7773
Website: petluno.com
