Frequently Asked Questions

We want to make your shopping experience at Lovinel as simple, pleasant, and worry-free as possible. Below you’ll find answers to the most common questions from our U.S. customers. If you need further assistance, contact us anytime — we’re happy to help.

1. Do you ship outside of the United States?
No. Lovinel currently delivers exclusively within the United States. International shipping is not available at this time.

2. When will I receive my order?
• Order cut-off: Orders placed after 5:00 PM (ET — New York/Washington, D.C. time) or on weekends/holidays will be processed the next business day.
• Processing time: 1–3 business days (Monday to Friday)
• Shipping time: 6–12 business days (Monday to Friday)
Delivery times may vary due to carrier delays, peak-season volume, weather, or address verification.

3. How much does shipping cost?
Shipping is free for all orders within the United States. There are no hidden fees at checkout.

4. Will I receive order tracking?
Yes. As soon as your order has been shipped, you will receive an email with your tracking information so you can follow your package at any time.

5. Which carriers deliver my order?
We work with reliable carriers in the United States, including USPS, UPS, and FedEx (and DHL where applicable).

6. What payment methods do you accept?
We accept various secure payment options, including: American Express, Apple Pay, Google Pay, Klarna, Mastercard, Maestro, Shop Pay, UnionPay, and Visa.

7. Can I return a product?
Yes. You can request a return within 30 days after delivery, provided the item is unused, in its original condition, and (where possible) in its original packaging. For hygiene and safety reasons (especially for pet-related products), we may not be able to accept returns for items that have been used or show signs of wear, unless the item arrived damaged/defective or was incorrectly delivered.
For full details, please see our Refund Policy: https://lovinel.com/policies/refund-policy

8. Who pays for return shipping?
• If the item is damaged, defective, or incorrectly delivered, Lovinel will cover the return shipping cost (or provide an appropriate solution).
• For returns due to a change of mind or preference, the customer is responsible for return shipping costs.

9. How long does it take to receive my refund?
Approved refunds are processed within 10 business days after we receive and inspect the returned item. Refunds are issued to the original payment method. Depending on your bank or payment provider, it may take a few additional days for the refund to appear.

10. What should I do if my item arrives damaged, defective, or incorrect?
Please contact us within 7 days after delivery at info@lovinel.com and include photos of the issue (and the packaging if possible). We’ll work quickly to replace the item or issue a refund at no additional cost to you.

11. Can I exchange my item for another model, size, or color?
We typically handle exchanges by processing a return and then you can place a new order for the desired item (subject to availability).

12. What do I do if my tracking hasn’t updated yet?
Tracking updates may take some time to appear after the label is created or after the carrier’s first scan. Please check again after a few hours (and within 24 hours). If it still hasn’t updated, email us and we’ll help.

13. How can I contact you?
Email: info@lovinel.com
Phone: +1 307-400-2048
Facebook: https://www.facebook.com/lovinelshop

Opening Hours:
Monday to Friday: 8:00 AM to 5:00 PM (GMT+10:00)
Saturday and Sunday: Closed

We strive to respond to all emails and inquiries within 1–2 days.

If your question wasn’t answered here, please don’t hesitate to contact us — we’re always happy to help and make your Lovinel experience as pleasant as possible.