Frequently Asked Questions

Here are a few of the questions we get the most. If you don't see what's on your mind, reach out to us anytime on email.

Shipping & Delivery

  1. When my order can be shipped?

    • Order processing time is within 72 hours after payment.

  2. How long does it takes to get my order?

    • The delivery time depends on different shipping methods. Express shipping: Within 3-10 business days after shipment. Standard shipping: Within 7-20 business days after shipment.
    • Delivery can take longer during peak periods or if your parcel is being checked by customs. It maybe delayed for 5 business days for any special situations. While we do all we can to ensure your order is delivered on time, we cannot be held responsible for any late delivery or failure to deliver due to circumstances beyond our control.

  3. How much does shipping cost?

    • Free shipping for those orders above $89 USD.
    • For orders below $79 USD, it will be charged a flat shipping fees $8.99 USD. Orders below this amount will be charged shipping as follows: Standard shipping---$19.99 USD Express shipping--$29.99 USD. For OTHER area, orders will be charged shipping as follows: Standard shipping---$49.99 USD Express shipping--$99.99 USD For more details, please see our shipping policy.(Additional shipping charges will be charged if the package is oversized like the cat tree and cat Scratcher bed)

Order

  1. Can I change or update my shipping address on my order?

    • There is a very limited time in which you can change or update the shipping address. We can change or update your shipping address as long as you contact us with your new address and ORDER NUMBER before your order is shipped out. Please contact our customer service team as soon as possible. We are sorry that the shipping address can't be changed if the order is shipped.

  2. Can I cancel my order?

    • We can cancel the order if it has not been shipped out. Once the package has been delivered, please ensure that the product and its packaging are both in good condition and then return the product to us. We are sorry the return shipping fee have to paid by you.

  3. How do I track my order?

    • Once your package ships out, you will receive a shipping confirmation email with tracking information. You can click <HERE> or ‘Track My Order’ in the footer to enter the page, fill in it with Tracking Number or Order Number for inquiry.

Return

  1. Can I return my product?

    • We offer a 30-day money back guarantee from the date when the order is delivered.
    • Returned items must be new, unused and undamaged. You will need to ship any return with your own carrier of choice at your own expense. Please contact customer@hooluxe.com if you want to initiate return process, for more details, please check return&refund policy.

Payment

  1. How to use discount code?

    • Applying a promotion code is simple! At Checkout, simply type the code into the box that says “Coupon.” Then, click the button that says “Apply.”

  2. Can I use multiple discount code at once?

    • All discount codes can only be used once, we are sorry that discount codes cannot be used in combination.