Shipping
Canada
Orders are shipped via Canada Post. Shipping fees are calculated automatically at checkout based on the rates provided by Canada Post.
Once your order has been placed, you will receive a confirmation email from Luoxe containing your receipt and order details. Please note that this confirmation email acknowledges that your order has been received and does not constitute final acceptance of the order. All orders are subject to availability.
Once your order is confirmed, a member of our team will begin processing it. Our current processing time is 1–5 business days.
After your order has been processed and shipped, you will receive a shipping confirmation email containing your tracking information.
USA, UK & Australia
All orders are shipped via Canada Post. Shipping costs are calculated automatically at checkout.
Orders over $150 CAD before tax are eligible for FREE standard shipping.
Customs & Duties
All orders are shipped from Canada. International customers are responsible for any applicable customs fees, import duties, taxes, or other charges imposed by their destination country upon receipt of the order.
Returns
At Luoxe, what matters most to us is that you and your furry friend are happy with your purchase.
If, for any reason, you are not satisfied with your purchase, we are happy to accept returns on eligible items. Return requests must be made within 14 days of receiving your order.
To qualify for a return, items must be:
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Unworn and unused
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Undamaged and in their original condition
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Returned with all original tags attached
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Returned in their original packaging
Final Sale Items
For safety and hygiene reasons, all harnesses, collars, and leashes are considered final sale and are not eligible for returns or exchanges.
We strongly recommend checking the product details and sizing guide carefully before placing your order.
Non-Returnable Items
The following items are not eligible for return:
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Grooming items
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Treats
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Gift cards
How to Request a Return
To request a return, please contact Luoxe via email and provide your order email address, order number, and a detailed description of the reason for your return.
Our team will review your request and provide further instructions.
Once an approved return has been received and inspected by Luoxe, please allow 2–5 business days for our team to process your return.
Approved refunds will be issued to the original payment method, and a confirmation email will be sent once the refund has been processed.
Luoxe reserves the right to reject any returned products that do not comply with the conditions outlined in this policy.
Rejected items may be returned to the original shipping address at the customer’s expense.
If you have any questions or concerns regarding shipping or returns, please contact our customer support team.
Order Cancellations
If you wish to cancel your order, please contact us before your order has been processed and shipped.
Once you have received a shipping confirmation email containing your tracking number, your order can no longer be cancelled.