FAQs

How long does it take to ship after placing an order?

We typically process and ship orders within 1-3 business days. After your order is placed, you'll receive a confirmation email with a tracking number, allowing you to track the shipping progress in real time.

Do I need to pay for shipping?

We offer free standard shipping on all orders; there are no additional shipping charges.

How long does it typically take to ship?

Orders typically arrive within 7-14 business days, depending on your delivery address and local logistics conditions. There may be slight delays in remote areas or during holidays.

Can I change my order or delivery address?

If your order hasn't been shipped, please contact our customer service team at ella@lozeyrw.com to make changes.

If your package has already been shipped, we can't change the address directly. Please stay tuned for shipping updates.

What if the item I received has quality issues or doesn't match the description?

Please take a photo of the item and contact us via email within 48 hours of signing for it. We will promptly provide a return, exchange, or refund.

How long does it take for a refund to arrive?

After receiving and verifying the returned item, we will refund the original payment method within 7-10 business days.

What payment methods are supported?

Currently, we accept major international credit cards such as Visa and MasterCard. We will continue to expand secure and convenient payment methods.

What is the difference between a pet bed and a pet sofa?

A pet bed is more suitable for daily rest and features a lightweight and comfortable design; a pet sofa focuses on shape and support, making it suitable for pets that require additional support.

What is the difference between a pet carrier and a pet bag?

A carrier is typically a hard shell and suitable for checked-in travel; a bag is lighter and more commonly used for carry-on travel, ideal for smaller pets.

What are pet backpacks suitable for?

A pet backpack is suitable for short trips, city walks, or public transportation, making it easy to take your pet with you.

How do I clean my pet bed or pet sofa?

Most products have removable covers that can be machine or hand washed. Non-fabric surfaces (such as wood or hard shells) should be wiped with a damp cloth and kept dry. How can I create a comfortable sleeping environment for my pet?

Choose an appropriately sized pet bed or sofa and place it in a quiet, dry, and well-ventilated location away from direct sunlight and excessive moisture. Keep it clean and wash the mattress and cover regularly.

How can I ensure my pet's safety and comfort while traveling?

Use an appropriately sized pet carrier or bag with soft cushions to make your pet feel secure. For long trips, prepare a water bottle, treats, and familiar toys to help alleviate anxiety.

How can I help my pet quickly adjust to a new bed or nest?

Place a familiar blanket or toy in the new bed. Items with familiar scents can help pets develop a sense of security more quickly.

How can I arrange my home to make my pet more comfortable?

Designate a separate resting area for your pet, prepare a comfortable bedding, maintain a comfortable temperature and good ventilation, and provide a play area and scratching posts to prevent boredom and anxiety.

How can I reduce my pet's anxiety?

Maintain regular companionship and interaction, take your pet out for appropriate activities, provide toys and treats as rewards, and ensure a quiet environment for rest.