Frequently Asked Questions:
Orders and Delivery
What are the delivery times?
Delivery times may vary depending on the product and destination. An estimate is provided at the time of order. You will receive an email with your tracking number as soon as your package is shipped.
Is delivery free?
Yes, standard delivery is free.
How can I track my order?
Once your order has been shipped, you will receive an email containing a tracking link. Please check your spam folder if you don't find this email.
Can I modify or cancel my order?
Contact us as soon as possible at support@cat-luna.com. We will do our best to modify or cancel the order, but this is not guaranteed once it has been prepared or shipped.
Can my order arrive in multiple packages?
Yes. When your order contains multiple products, they may be shipped separately and arrive on different dates. You will receive tracking for each package when necessary.
Returns and Refunds
Can I return a product?
You have 14 days after receiving your order to request a return, in accordance with the conditions indicated in our refund policy.
The product must be returned clean, unused, and in its original packaging.
What if the product is damaged or incorrect?
Contact us quickly at support@cat-luna.com stating:
- your order number;
- a description of the problem;
- photos or a short video of the received product.
Our team will propose a suitable solution.
When will I receive my refund?
Once the return is received and verified, the refund will be issued to the payment method used for the order. The time it takes to appear in your account then depends on your bank.
Cat Luna Products
How to choose the right product for my cat?
Consult the dimensions, features, and advice indicated on each product sheet. Also consider your cat's age, weight, habits, and temperament.
If in doubt, you can write to us before ordering.
Are the products suitable for all cats?
Most of our products are suitable for many cats, but some may have size, weight, or age restrictions. Always check the information on the product sheet.
How to maintain a water fountain?
We recommend regularly cleaning the reservoir, pump, and various parts in contact with water. The filter should also be replaced according to the frequency recommended on the product sheet.
Can a fountain encourage my cat to drink?
Moving water can attract some cats and encourage them to drink more regularly. However, every cat is different, and an adaptation period may be necessary.
How do I get my cat used to an automatic dispenser?
First, place the dispenser near their old food bowl. You can leave some kibble around the device and start with small portions so that your cat gradually gets used to the noise and operation.
Do connected devices require a Wi-Fi connection?
Yes, functions accessible from an application generally require a compatible Wi-Fi connection. Consult the product sheet to check the accepted Wi-Fi frequency and available functionalities.
Are replacement filters and accessories available?
When compatible filters or accessories are available, they are offered on our store or indicated on the relevant product sheet.
Payment and Security
What payment methods do you accept?
Available payment methods are displayed when placing the order. Depending on your device and country, you can use a credit card or payment solutions offered by Shopify.
Is payment secure?
Yes. Payments are processed by secure platforms. Cat Luna does not directly store your bank details.
Customer Service
How to contact Cat Luna?
You can write to us at:
Please include your order number when your request concerns a purchase. Our team will respond to you as soon as possible.