Shipping and Returns

SHIPPING POLICY

Please make sure all shipping information is correct before placing any orders. Lúxe Pup NYC is not liable for any packages delivered to any incomplete or wrong address. If you have any issues with your order, please contact support@luxepupnyc.com within one hour of your order placement.

All orders will be shipped within 3-5 business days for standard shipping and 1-3 business days for expedited shipping. Currently, we are only shipping within the U.S. Lúxe Pup NYC is not responsible for any lost or stolen packages after it has been handed to the postal service.

RETURN & EXCHANGE POLICY

All products are final sale unless defective. If you wish to exchange, we will gladly exchange it for a different size or same priced product within 14 days of delivery. Customers must return the original product(s) that they wish to exchange and place a new order with us in order to receive the new product(s). Refunds for original orders will be completed within 1-3 business days once we receive the product(s) and up to 5-7 business days depending on your bank. Lúxe Pup NYC is not responsible for any return shipping prices/labels. All products exchanged must be unused, unworn, and in their original packaging. Please contact us at support@luxepupnyc.com with the subject line, “Exchange Request – Your Name” and include your order number. In the body of the email, please state reason of exchange and what product you would like to exchange it for.

REPLACEMENT POLICY

We understand that some products, though very rare, may be defective from time to time. Like you, we are all human and cannot guarantee every product to be perfect (we’re trying our best!). If at any point your product breaks, please contact us within 30 days of delivery at support@luxepupnyc.com with the subject line, “Defective Product – Your Name” and include your order number. In the body of the email, please state what was wrong with the product. To ensure 100% customer satisfaction, we will send out a free replacement if it’s during the 30-day window. Unfortunately, if 30 days have passed, the free replacement will not be valid but we will offer you 30% off a same priced product.

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