FAQ

Orders & payment

What payment methods do you accept?
Visa, Mastercard, Apple Pay, Google Pay, Shop Pay, and PayPal.

Is checkout secure?
Yes. All payments are processed by Stripe with PCI-DSS Level 1 compliance. We never store card data on our servers.

Can I modify or cancel my order?
Only before it ships. Email contact@loftpet.com as soon as possible with your order number. Once shipped, modification and cancellation are not possible.

Will I receive an order confirmation?
Yes — to the email you used at checkout. Check spam if you don't see it within five minutes.

Shipping & delivery

How long does shipping take?
Total estimated delivery is 7 to 14 business days: 2–4 business days handling plus 5–10 business days transit.

Where do you ship from?
Orders are fulfilled from international warehouses depending on product availability. Shipments may originate outside your country.

Is shipping really free?
Yes. Standard shipping is free worldwide on every order. No minimum.

Will I pay customs or import duties?
Possibly. Import duties and local taxes are determined by your country's customs authority and are not included in the product price. The recipient is responsible for these charges where they apply.

How do I track my order?
A tracking link is emailed once your order ships. You can also log into your account to view tracking.

What if my package is delayed?
Carrier delays do happen, particularly during peak periods or customs review. If your order hasn't moved in over 7 business days, email us with your order number.

Returns & refunds

What is your return policy?
We accept returns only for items that arrive damaged, defective, incorrect, or significantly not as described. Full details are in our Refund Policy.

I changed my mind. Can I return it?
Unless required by consumer protection law in your jurisdiction, we don't accept returns for change of mind, wrong size selection, or personal preference.

How long do refunds take?
Once approved and the returned item is received and inspected, refunds are issued to your original payment method. Bank processing times typically add 3–10 business days.

Do you offer exchanges?
No direct exchanges. If you want a different item, place a new order.

Products & materials

What materials do you use?
Each product page lists its specific materials and construction. See our Materials & Care page for general guidance.

Are your foams non-toxic?
Yes. All foam used in LOFTPET beds is CertiPUR-US grade or equivalent — free of formaldehyde, heavy metals, and ozone depleters.

How do I choose the right size?
Every product page shows full dimensions in cm and inches. For beds and carriers, measure your pet from nose to base of tail and compare to the size chart. When in doubt, size up.

Are bowls dishwasher-safe?
Ceramic bowls are dishwasher-safe on the top rack. Wood and metal components should be hand-washed.

Are bed covers removable?
Most are. Check the individual product page — covers that are removable are clearly noted, with machine wash instructions.