Once your order is shipped, we’ll send you an email containing a unique tracking number so you can follow your package’s progress. Be sure to check your Spam or Promotions folders if you haven’t seen this email yet.

You can also visit the Track Order page, found in our website’s header, to view the real-time status of your shipment.

If you encounter any difficulties or have questions about your order, please contact our support team at support@luneandbrush.com, and we’ll be happy to help!

Once you upload your pet’s photo, our artists will start crafting your tumbler. The hand-painting process typically takes 3-5 days, and shipping times vary depending on your location—usually 5-10 business days for international orders.

We offer free Standard Shipping on all orders.

To deliver your order as quickly as possible, we do not offer design previews or proofs. But rest assured! If the photo you provide isn’t ideal for creating the best hand-painted design on your tumbler, our team will reach out to request a new one. For optimal results, please review our Image Guidelines here.

Sometimes our postal service needs extra time to initiate package scans and update tracking information. We recommend allowing 7–9 days for the carrier to complete its process, as most carriers do not perform frequent scans or updates.

Several factors can delay updates, including:
1. High Holiday Volume
2. Carrier Delays
3. Inclement Weather
4. Packages Not Yet Scanned
5. Packages Not Scanned at Intermediate Stops

If your tracking information remains unchanged for 10–14 days, please reach out to us via our Contact Us page or email us at support@luneandbrush.com. One of our agents will assist you promptly.

We’re sorry to hear your order was returned. Here’s how to get it resolved:

1. Verify Your Address: Check that the shipping address you provided is correct, complete, and up to date. Make any necessary corrections right away.

2. Contact Customer Support: Email us at support@luneandbrush.com with your updated shipping information and details about the delivery issue.

3. Reshipment: We’ll reship your order once we confirm the correct address. We typically use our standard shipping carrier unless you have a specific preference.

4. Request a Specific Carrier: If you prefer a certain carrier, please let us know before your order ships. We can usually accommodate special requests when notified in advance.

5. We’re Here to Help: If you have any questions or need further assistance, our customer support team is ready to guide you.

We appreciate your patience and will do our best to ensure your order is delivered successfully.

1. Check Your Location: Look around your property (behind bushes, near the garage, or with neighbors) in case the carrier left the package in a less obvious spot.
2. Verify Shipping Address: Make sure the address on your order is accurate. An incorrect address can lead to misdelivery.
3. Contact the Carrier: If your package was shipped via USPS, FedEx, or UPS, reach out to them using the tracking information provided. They may have more details or can initiate an investigation.
4. Wait a Bit Longer: Sometimes the delivery status is marked prematurely. Allow a few hours (or until the end of the delivery day) to see if it arrives.
5. Contact Us: If you’ve tried the above steps and still haven’t received your package after the expected delivery date, email us at support@luneandbrush.com. We’ll work with the carrier to help locate your order and ensure you receive your items as soon as possible.

Your satisfaction is our priority, and we’ll do our best to assist you in resolving any delivery issues.

We understand your concern and apologize for any inconvenience. Often, what looks like a double-charge is actually a temporary authorization by your payment provider (e.g., bank or PayPal) to confirm available funds. Here’s what you can do:

1. Check for Pending Transactions: Look at your payment account (bank, PayPal, etc.) to see if the second charge is still pending. In most cases, it’s only an authorization, not an actual charge.

2. Wait a Few Days: If it’s a pending transaction, please allow a few days for it to be reversed automatically. The funds should be released back into your account.

3. Contact Us if Needed: If the pending transaction doesn’t clear after a reasonable timeframe or if you have any further questions, please reach out to our customer support at support@luneandbrush.com. We’ll gladly assist you and investigate any issues if necessary.

Our goal is to ensure you’re never overcharged and that your shopping experience remains smooth and trouble-free. We appreciate your patience as we work to resolve any concerns.

Absolutely. We take multiple precautions to protect your transactions and personal information when you shop with us:

1. Secure Payment Processing: We partner with trusted, reputable payment gateways that use rigorous security standards and encryption protocols to keep your payment details safe.
2. Data Encryption: We employ SSL (Secure Socket Layer) technology to encrypt sensitive data, preventing unauthorized access to your private information.
3. Privacy Protection: Your information is used only for order processing and communication with you. We do not share or sell your data to third parties.
4. Regular Security Audits: We frequently conduct security audits and updates to guard against emerging threats. Staying up to date with the latest measures helps us keep your data secure.
5. Positive Track Record: Our customer reviews reflect a secure, reliable shopping experience. We’re proud of our reputation for trustworthy service.
6. Dedicated Support: If you have any questions or concerns, our customer support team is here to help. You can reach us at support@luneandbrush.com.
7. Secure Browsing: Our website uses HTTPS and other security best practices to protect your browsing experience.

Your trust is our priority, and we’re committed to delivering a safe and secure shopping experience every time you choose Lune&Brush.

If your payment attempt fails or is declined, please follow these steps:

1. Verify Your Payment Information: Double-check that the billing address and other details you entered match what your bank or payment provider has on file.

2. Try an Alternate Payment Method: If your credit card isn’t working, consider using PayPal, another credit card, or a different accepted payment option.

3. Contact Your Bank or Payment Provider: Sometimes transactions are declined for security reasons. Reach out to your bank or payment provider to confirm the status of your account and resolve any issues on their end.

4. Clear Browser Cookies and Cache: Browser issues can occasionally disrupt payment processing. Clear your cookies and cache or try using a different browser or device.

5. Retry the Payment: After completing the steps above, attempt the payment again. Some security checks may cause brief delays.

6. Contact Our Support Team: If you’re still having trouble, please email us at support@luneandbrush.com or use our live chat. Our team will investigate and help resolve the issue.

7. Consider Another Payment Method: If none of these steps work, you may want to use a different form of payment or get in touch with your payment provider for further assistance.

We understand that payment issues can be frustrating, and our goal is to ensure your checkout process is as smooth as possible. Don’t hesitate to reach out if you need further assistance!