Shipping policy

Shipping, Delivery, and Pickup Policy

Effective date: July 1, 2026
Last updated: July 1, 2026

This Shipping, Delivery, and Pickup Policy applies to orders placed with Luzdan through our online store, physical store, social media, or other official channels.

By selecting delivery, shipping, or in-store pickup, the customer accepts this policy.

1. Delivery Methods

Luzdan may offer, subject to availability:

• Local delivery.

• Delivery through a driver or external provider.

• Third-party courier or transportation.

• In-store pickup.

• Other methods enabled by Luzdan in the future.

Available options may vary depending on address, schedule, product type, inventory availability, payment method, service area, and operational capacity.

1. Delivery Times

Delivery times are estimates and are not guaranteed, unless Luzdan expressly states otherwise in writing.

Once the order has been prepared, dispatched, or handed over to the driver, delivery provider, or carrier, timing may depend on factors outside Luzdan’s control.

Luzdan shall not be responsible for delays caused by:

• Traffic.

• Weather conditions.

• Emergencies.

• Failures by the delivery provider.

• Incorrect or incomplete address.

• Customer absence.

• Access issues at the delivery location.

• Security restrictions.

• Situations beyond Luzdan’s reasonable control.

1. Tracking Information

When applicable, the customer may receive tracking information, confirmation, coordination, or communication related to their delivery.

Not all delivery methods include real-time tracking.

1. Delivery Address

The customer is responsible for providing a complete, correct, and accessible address.

The address must include, when applicable:

• Recipient’s name.

• Phone number.

• Urbanization, street, number, apartment, or unit.

• Municipality.

• Zip code.

• Special access instructions.

• Landmark, if necessary.

If the customer provides an incorrect, incomplete, or inaccessible address, any additional cost for redirection, second delivery, trip cancellation, or new coordination will be the customer’s responsibility.

1. Customer Absence or Failed Delivery

If the driver, delivery provider, or carrier arrives at the address provided and no one receives the order, any charge for a second delivery attempt, storage, redirection, or new coordination will be the customer’s responsibility.

Luzdan shall not be responsible for delays, losses, or additional costs caused by customer absence, lack of response, incomplete instructions, or incorrect information.

1. Deliveries Affected by Weather, Emergencies, or Safety Issues

Luzdan reserves the right to reschedule, pause, cancel, or modify deliveries due to heavy rain, storms, hurricanes, emergencies, safety issues, force majeure events, or any situation that may affect the safety of staff, the driver, the customer, or the merchandise.

In these cases, Luzdan may contact the customer to coordinate a new delivery, in-store pickup, substitution, credit, or refund, as applicable.

1. Products Damaged During Delivery

If the order arrives with visible damage, the customer must notify Luzdan within the first twenty-four (24) hours after receiving the order.

To evaluate the claim, Luzdan may request:

• Order number.

• Photographs of the product.

• Photographs of the packaging.

• Photographs of the label, lot number, or expiration date, if applicable.

• Description of the damage.

• Preservation of the product and original packaging while the claim is being evaluated.

Claims for damages reported outside the indicated period will not be accepted, unless applicable law provides otherwise.

1. Incorrect or Incomplete Products

If the customer receives an incorrect product or an incomplete order, they must notify Luzdan within the first twenty-four (24) hours from delivery or pickup.

Once the case has been validated, Luzdan may coordinate, as applicable:

• Delivery of the correct product.

• Replacement.

• Store credit.

• Refund.

• Order adjustment.

• Another reasonable solution.

1. Delivery Fees

Delivery, handling, processing, service, courier, or transportation fees are non-refundable, except when the error is attributable to Luzdan or when applicable law provides otherwise.

Any additional charge caused by an incorrect address, customer absence, second delivery, redirection, or special coordination will be the customer’s responsibility.

1. Product Restrictions

Some products may not be available for delivery, shipping, or certain areas due to size, weight, availability, fragility, temperature, safety, product type, or delivery provider limitations.

Luzdan reserves the right to limit delivery methods according to the product, address, or available operation.

1. Food and Sensitive Products

The customer is responsible for properly receiving and storing food, supplements, edible products, hygiene products, animal health products, or any sensitive merchandise after delivery or pickup.

Luzdan shall not be responsible for damage, deterioration, heat exposure, humidity, rain, contamination, loss of freshness, or improper handling after the order has been delivered to the customer or picked up in store.

If food arrives in good condition but the pet does not accept it, does not like it, or the customer changes their mind, this does not constitute a product defect or automatic grounds for return.

1. Pick Up / In-Store Pickup

Orders selected for in-store pickup must be picked up during our business hours:

Monday to Saturday: 8:00 a.m. – 5:00 p.m.
Sunday: Closed

At the time of pickup, the customer must verify that:

• They received the correct products.

• The order is complete.

• The products are in good condition.

• The packaging does not show visible damage.

Once the order has been picked up, Luzdan’s Exchange, Return, and Refund Policy will apply.

1. Orders Not Picked Up

Luzdan shall not be responsible for products not picked up within the reasonable time established for the order.

If an order is not picked up after several communication attempts, Luzdan may cancel the order, return the product to inventory, and process the corresponding remedy according to the payment method and the circumstances of the case.

1. Inventory Errors

If a product is not available after the order has been processed, Luzdan may contact the customer to offer:

• Substitute product.

• Exchange for a similar product.

• Store credit.

• Order adjustment.

• Refund for the unavailable product.

• Partial or full cancellation of the order.

1. Contact

For questions about deliveries, shipping, or pickups, you may contact Luzdan by:

Phone: 787-798-7350
Hours: Monday to Saturday, 8:00 a.m. – 5:00 p.m.
Sunday: Closed

You may also send us a private message through our official social media channels:

• Facebook Messenger

• Instagram DM

• TikTok