Frequently Asked Questions (FAQ)
1. SHIPPING & ORDERS
How long does shipping take?
We process all orders within 1–3 business days. Delivery takes 7 to 12 business days to US addresses, 10 to 20 business days to Canadian addresses and 9 to 18 business days to European addresses, and you will receive a tracking number via email as soon as your order ships.
Do you ship worldwide?
We ship to the United States and Europe — all EU countries, the United Kingdom, Norway and Switzerland. Standard shipping is free on all orders. For European orders, import duties and taxes are handled via our carrier's delivered-duties-paid line where available.
Can I cancel or change my order?
Yes, you can change or cancel your order within 12 hours of placing it. Please email us immediately at support@lumipawsmall.com with your order number.
2. CHOOSING THE RIGHT PRODUCT
How do I choose the right ramp height?
Measure from the floor to the top of the surface your dog needs to reach (bed, couch or car seat), then pick the ramp setting closest to that height. Our adjustable wooden ramp offers 6 heights, from 13.8" to 25.6", so it works for most couches and beds.
Should I choose a ramp or stairs?
A ramp gives your dog a gradual incline with no jumping or stepping up, which makes it the gentler option for senior dogs and dogs with back, hip or joint problems. Stairs take up less floor space and suit dogs who can still step up comfortably. Each product page lists the heights and sizes it covers.
How do I size a dog wheelchair?
Measure your dog's height and hip width, and check their weight against the size chart on the wheelchair product page. If your dog falls between two sizes, choose the larger size. If you are unsure, email us your dog's measurements at support@lumipawsmall.com and we will help you pick.
How do I size a lift harness or support brace?
Measure your dog's waist circumference (and leg circumference where the product page asks for it) with a soft tape measure, then match the measurements to the size chart on the product page. If your dog falls between two sizes, choose the larger size.
Do you offer discounts?
Join our email list for 5% off your first order. Or, if you found us through one of our creator partners, their personal code takes 10% off. One code per order.
3. RETURNS & REFUNDS
What is your return policy?
You have 30 calendar days from the date you receive your item to request a return. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging.
How do I start a return?
Email our support team at support@lumipawsmall.com before sending anything back — returns must be authorized by our team first. Once your return is approved, we will provide the return shipping address and instructions. Please note that customers are responsible for their own return shipping costs, and items sent back without a return request cannot be accepted.
What if my item arrives damaged, defective, or is the wrong item?
Please inspect your order when it arrives and contact us right away at support@lumipawsmall.com with a clear photo or video of the issue and your order number. We will evaluate the issue and arrange a replacement or another proper solution.
When will I receive my refund?
Once we receive and inspect your returned item, we will notify you whether the refund is approved. If approved, the refund is applied to your original method of payment within 5 to 7 business days.
Still have questions?
If you didn't find the answer you were looking for, please head over to our Contact Us page or email us directly at support@lumipawsmall.com. We are always happy to help!
