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Big Lu Frequently Asked Questions
How to return items? Need I pay any other fees?
If you would like to process a return, simply reject the package or return it to the post office with a Return to Sender label. Please note that the package must be in its original condition.
Upon receipt of your return, you will receive a refund for the value of the unused returned merchandise. At this time, they are not able to accept returns of any used items or opened packages for safety reasons.
At no time do they charge any restocking or repackaging fees. They value your business and hope that you don't need to return product to us, but want you to feel comfortable knowing that you can if needed.
What if my doggo didn't like your treats?
Got a picky eater on your hands? No problem! They just want to see your dog find the perfect chewing they like. If your dog doesn't like the reception he received, just send your order number and return reason directly to their email [email protected] Therefore, they can find the best solution for your furry friends.
How long after I place my order does items shipped?
Orders are usually delivered within 48 hours after placing orders on normal business days (excluding national holidays). Most orders will be delivered within 3-5 working days.
Can I get free shipping?
They offer free shipping on all of their subscription boxes and deliver to all 48 continental U.S. states.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from them which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 7 days of receiving your shipping confirmation email, please contact them at [email protected] with your name and order number, and they will look into it for you.