FAQ
PRODUCTS
I purchased a "Pre-Ordered" item, what does that mean?
That means you purchased one of our newest items! It is not available to ship yet, and will ship around the approximated date shown on the listing. Please note that the dates are approximate and are subject to change, but we will try our best to ensure an on time delivery!
Can I use more than one coupon code?
Only one coupon code is valid per order. But hey, you can earn more coupons through our rewards program easily!
What is the advantage of registering for an account?
You will receive an up-to-date order status, you can manage your returns and your address book. Also, by signing up for an account you will be automatically enrolled in our rewards program and start earning points on your purchases.
Is there a disadvantage to ordering as a guest?
The long answer: In addition to being unable to see the status of your order, you may not receive emails, you will not be able to manage your returns through your account and if you do check out as a guest you will not receive rewards points. The short answer: Join our rewards program!
Do you ever restock items?
Not usually. Our hoodies are made by independent brands and artists, meaning that they aren’t make in large quantity. The good side effect is that your hoodie is truly unique!
How can I be sure of my measurements?
The best way is to use a standard measuring tape to compare to the garment measurement that is included inside each listing.
Every style listed will have slightly different measurements based on its design, so double checking your standard measurements against the garment measurements in each style’s listing will ensure that you get the perfect size for you.
How do I wash my hoodie?
Since we are often confused by the washing labels ourselves, we try to make washing your LunaCatz items simple and easy. Most of our products can be machine washed on cold and put in the dryer to dry. With that said, we highly recommend letting your hoodie sunbath in the California sunshine for extra freshness!
As a general rule for washing any LunaCatz item, fully zip up the hoodie and turn inside out for washing.
I would like to be a Brand Ambassador or a Collaborator with LunaCatz, what do I need to do?
We love that you want to share our items with your friends! Please email us to find out more about how we can collaborate.
SHIPPING
How long does it take you to ship a domestic order?
Most of our items are in stock and ready to ship within 3-7 business days of your purchase and are shipped from our studio in Southern California.
Unless notified otherwise, WE WILL SHIP TO THE ADDRESS ON YOUR ACCOUNT. Please make sure your address on your Paypal/Credit Card is current and correct, as we are not responsible for any lost items due to incorrect addresses. The customer will be responsible for any additional shipping charged incurred for a shipment sent to an incorrect or invalid address.
How long is the shipping time for domestic order?
Shipping times vary from 2-15 business days, depending on the shipping method selected. We currently ship by either USPS or UPS to allow the customer the best price for shipping. Upon shipment of your item, a shipping notification will be emailed to the email address used to purchase the item. Please reference your shipping notifications as to which carrier has been used and the shipping time that will be applied to your order. Please allow 1-2 days for your tracking number to update once you have received your tracking information via email.
Do you ship internationally?
We currently ship to Canada. Shipping rate is $10 for orders over $75. Shipping is Free for orders over $200.
The shipping discount is automatically applied at checkout, after you enter your address.
Shipping time takes about 6 - 10 business days from Southern California to Canada. Please note that there may be delays in shipping during peak shopping days. If you need to receive your package by a specific date, you can always contact us for help in choosing an expedite service.
How much will duties, customs, and additional fees cost?
While we take steps to minimize the cost of importing for our customers, all international orders may be subject to additional duties, import taxes, or brokerage or customs fees upon delivery. These fees are calculated and charged by customs officials, and are difficult for us to estimate prior to shipment.
RETURNS
What is your return policy?
We are sorry if an item doesn’t work out, and we want to be as accommodating as possible within our limitation.
Items must be unworn, unwashed and in original packaging with tags in order for your return to be approved. Please note that once your item has been received, you have 14 days to be eligible for a return or exchange. Items older than 14 days will not be eligible for a return or exchange.
To expedite your return/exchange, please clearly mark on the packing slip what you are returning. The customer is responsible for shipping costs and refund will not be made until LunaCatz has processed your item(s). Please allow us 5-7 business days for inspection, sorting and the refund to appear in your account.
Lastly, Not all returns or exchanges will be granted. Items washed, damaged, stained (food, makeup, deodorant, etc), heavily scented, worn, pilling and/or not in original packaging cannot be returned and may automatically sent back to you.
I purchased a Final Sale item and I don't love it, can I return or exchange it?
We are so sorry, but all items marked "Final Sale" are not eligible for returns, size exchange or refunds.