Frequently asked questions

• When will my order ship?

  In-stock items are packed and shipped within 1–2 business days (excluding weekends and holidays). You'll get a shipping confirmation with a tracking link as soon as your order leaves our warehouse.

• How much does shipping cost?

  Standard shipping is free on every order — no minimum. Most orders arrive within 2–8 business days after they ship. Need it sooner? Email us and we'll look at expedited options.

• Do you ship internationally?

  Not yet — we currently ship within the continental United States. International shipping isn't available at this time; join our newsletter to be the first to know when it is.

• Why did my order arrive in multiple boxes?

  Larger items can ship in more than one box, and boxes may arrive on different days. That's normal and doesn't mean anything is missing — your tracking covers each package.

• Can I change or cancel my order?

  If your order hasn't shipped yet, email support@luckymuffin.com right away and we'll do our best to update or cancel it. Once it's on its way, you can start a return instead.

• What is your return policy?

  You can return most items within 30 days of delivery. Items need to be unused, unwashed, and in original condition, with all original packaging, tags, and accessories. Refunds go to your original payment method.

• How do I start a return?

  Email support@luckymuffin.com with your order number and the reason for your return. Return shipping is paid by the customer. Once we receive and inspect the item, we issue your refund to the original payment method within 5–10 business days.

• Can I exchange for a different size?

  We handle exchanges as a return plus a new order: send back the item you have, and once the return is accepted, place a separate order for the size you want.

• Are any items final sale?

  Final sale and clearance items can't be returned, and are marked as such at checkout. Used grooming items, and items showing signs of use, also can't be returned.

• How long does assembly take?

  Most products assemble in about 10 minutes with the included tools. Lay panels on a soft surface and follow the manual page-by-page — no power tools needed.

• Are your products chew-proof?

  Our products are durable but not chew-proof, and aren't recommended for aggressive chewers. Supervise the early sessions if your dog is in a heavy chewing phase.

• What size should I choose for my dog?

  Each product page has a sizing guide by weight and breed. When between sizes, we generally recommend sizing up so your dog has room to turn and settle.

• Can I use your products outdoors?

  Our products are designed for indoor use only. Panels and hardware aren't weather-rated, and sun or moisture will shorten their life.

• How do I clean it?

  Wipe surfaces with a damp cloth — no harsh cleaners needed. Fabric covers and cushions remove for machine wash; follow the care label inside the cover.

• Can I buy replacement parts?

  Yes. Wheels, cushions, covers, and hardware are available in our Accessories collection, so you can refresh a piece instead of replacing it.

• What does the warranty cover?

  Every product carries a 1-year limited warranty against defects in materials and workmanship. Normal wear and chew damage aren't covered.

• How do I make a warranty claim?

  Email support@luckymuffin.com with your order number, a short description, and a photo of the issue. If an item arrives damaged or defective, let us know within 7 days of delivery so we can sort it out quickly.

• Do I need an account to order?

  No — you can check out as a guest. Creating an account lets you track orders, start returns, and save your details for faster checkout.

• How do I update my email preferences?

  Use the unsubscribe or preferences link at the bottom of any email, or manage them from your account settings at any time.

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