FAQ

Looma Pet Store FAQ

🛒 Ordering & Payment

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, and Shop Pay for fast, secure checkout.

Can I modify or cancel my pet product order?

Orders can be modified or cancelled within 1 hour of placement. After that, orders enter our fulfillment process. Contact us immediately at support@looma.com if you need changes.

📦 Shipping & Delivery

How long does shipping take for pet products?

Standard shipping takes 5-7 business days within the US. Express shipping (2-3 business days) is available. Perishable items like food and treats ship via expedited methods.

Do you ship pet food and treats?

Yes! We ship dry food, treats, and non-perishable items nationwide. Wet food and perishables are shipped via expedited methods to ensure freshness.

What if my pet's food arrives damaged?

Contact us immediately! We'll replace damaged pet food or products at no cost and work with carriers to prevent future issues.

🐕 Product Safety & Selection

How do I choose the right size toy for my dog?

Check our size guides on each product page. Generally: Small toys for dogs under 25lbs, Medium for 25-60lbs, Large for 60-90lbs, and XL for dogs over 90lbs.

Are your products safe for puppies and kittens?

Products are clearly labeled with age recommendations. Look for 'puppy safe' or 'kitten safe' labels. When in doubt, consult your veterinarian.

Do you test products for safety?

Yes! All Looma products meet or exceed pet safety standards. We work with reputable manufacturers and regularly review safety certifications.

What if my pet has allergies?

Check ingredient lists carefully. We clearly label common allergens. For severe allergies, consult your vet before trying new foods or treats.

🔄 Returns & Exchanges

What's your return policy for pet products?

Unopened products can be returned within 30 days. Opened food/treats can be returned within 14 days if your pet doesn't like them (we want happy pets!).

Can I return a toy my pet destroyed?

If a toy breaks within normal use during the first 30 days, we'll replace it. However, we can't replace toys destroyed by aggressive chewing beyond the product's intended durability.

What about food my pet won't eat?

We offer a satisfaction guarantee! If your pet won't eat a food within 14 days of opening, return it for a full refund or exchange.

🐾 Pet Care & Product Use

How often should I replace my pet's toys?

Inspect toys regularly for damage. Replace immediately if you see loose parts, sharp edges, or significant wear that could be dangerous.

How do I introduce new food to my pet?

Gradually mix new food with current food over 7-10 days, increasing the new food ratio daily. This prevents digestive upset.

Do you offer product recommendations?

Absolutely! Our Looma pet experts can recommend products based on your pet's breed, age, size, and preferences. Just contact us!

👥 Customer Support

How can I contact customer service?

Email us at support@looma.com or use our contact form. We respond within 24 hours during business days.

Do you have a loyalty program?

Yes! Earn points on every Looma purchase and get exclusive access to new products and special discounts for loyal pet parents.