FAQs

LUCIEBEAR FAQ

We keep things simple and clear. If you ever need help, email us at info@luciebear.com (Mon–Fri 9–5 ET).

ORDERS & SHIPPING
1) How long does processing take?
Orders are typically processed in 1–3 business days (not including weekends/holidays).

2) Do you ship outside the U.S.?
Not right now — we currently ship within the United States only.

3) How long does shipping take?
Transit time varies by location and carrier after your order ships. Tracking will show the most accurate updates.

4) Will I get tracking?
Yes. You’ll receive a shipping confirmation email with tracking once your order ships. Tracking may take 24–48 hours to update after the label is created.

5) My tracking says “delivered” but I don’t have it—what do I do?
First: check around the delivery area, confirm with household members, and check with neighbors. Then contact the carrier for delivery scan/GPS details. Email us with your order number and we’ll help with next steps.

6) My item arrived damaged or incorrect—what should I do?
Email info@luciebear.com within 7 days of delivery with your order number and photos of the item + packaging. We’ll make it right with a replacement or refund.

SIZING & PRODUCT USE
7) How do I choose the right size?
Email us your dog’s weight + neck measurement (snug, 2 fingers under the tape). If you can, include a quick photo of your dog. We’ll help you pick the best fit.

8) Can my dog wear this without supervision?
We recommend supervising your pet during use, especially during recovery. If your pet seems uncomfortable or irritated, discontinue use and follow your veterinarian’s guidance.

RETURNS & EXCHANGES (SHORT + EASY)
9) What’s your return window?
You can request a return within 30 days of delivery.

10) What qualifies for a return?
Returns must be like-new: unused (or only tried on briefly indoors), clean/hair-free, and free of odor/stains/wear.

11) Who pays for return shipping?
If it’s a change of mind, sizing preference, or it didn’t work for your dog, the customer covers return shipping. If we made a mistake or the item is defective/damaged, we cover it.

12) Do you provide return labels?
Yes. We can email a prepaid return label for convenience. If you use our label, the label cost is deducted from your refund (unless the return is due to our error or a verified defect).

13) Do you offer exchanges?
Yes—within 30 days if the item is like-new. Email us and we’ll guide you through the best option.

14) When will I receive my refund?
After we receive and inspect your return, refunds are typically processed within 3–7 business days (bank posting times may vary).

CONTACT
15) What’s the best way to reach you?
Email info@luciebear.com (Mon–Fri 9–5 ET). Please include your order number for faster help.