Information

Processing time

- Usually all US domestic orders are processed within 7-14 business days. If we encounter a large number of orders, the delivery may be delayed, especially during holidays. Please allow a few more days in transit. If there is a significant delay in your order, we will notify you by email.

Transit time

American warehouse

- All products are in stock for 3-7 days.

International warehouse.

- All expedited shipping orders 5-12 days.

- All standard shipping orders are 12-30 days.

You will receive an order confirmation at the time of purchase, and once your order has been processed, you will receive a shipping confirmation with your tracking number via text message and/or email. Allow 1-2 days of processing time before tracing your package. You can also contact us by email for assistance.

Customized pre-order

- All US pre-ordered items will take 1-3 months to arrive.

Order Cancellation Policy

Our policy is simple. Cancellations are unconditionally allowed within 24h of placing an order and receiving a full refund! Please send us an email with your order number and the reason for cancellation and we will be happy to refund you 100%.

Return Policy

Some products support both prepayment and final payment stages, usually the prepayment is 50% of the total order price, this is to ensure your place on the production waiting list. We will contact you within 24h after we receive your order and give you the order completion time. After that time has been set, it also means your order is in lock status. After that, we will communicate with you instantly via WhatsApp to clarify your needs for the details of the order that will be made. If you require a faster order delivery time than this, we will give maximum coordination to handle it.

Please note: If you cancel any order with locked status, we will only refund 30% of the prepaid amount. Thank you for your understanding.

After each order is completed, we will confirm with you via video and photo preview, and then we will mail it to you after passing your approval. If you are not satisfied with the product you received, don't hesitate to contact us at support@luckygangs.com within 3 days after you receive the item. We will try our best to solve any problems you have.

Please note that we have the following conditions for not accepting returns. - The product is damaged due to improper use, mishandling or improper maintenance. - For personal reasons such as change of mind, personal taste, etc. - If you find a problem with the quality when you sign the receipt, we can redo or refund part or all of it at our discretion.

If there is a problem with the above, we provide a free repair service within 30 days, but you need to bear the cost of round-trip postage.

Order Change Policy

If you have an adjustment to your order details, please email us as soon as possible within 48 hours of placing your order with your order number in the subject line and we need to confirm that it is in production. We will get back to you as soon as possible and confirm the adjustment details with you.

How long will it take to complete the order?

The production cycle for customized products varies, usually taking 1-3 months. We will contact you within 24h after receiving the order and confirm the delivery time of your order. A confirmed order also means that your order has been locked. After that, we will communicate with you immediately through WhatsApp to confirm the details of the order to be made. If you need faster delivery times than this, we will give you maximum coordination processing.

Can I change my mind or cancel the order?

Sure, cancellations are allowed within 24 hours of your order. Please send us an email stating your order number and the reason for the cancellation and we will be happy to refund you 100%. Please note that anything after that is subject to a 30% replenishment charge.

What should I do if I want to return a customized order during production?

Because customized products are unique, customized according to your unique requirements. If you are not satisfied with the product solution already in production, our professional artists will be more than happy to make any adjustments and will do their best to provide a solution to your satisfaction. Please note that if you want to cancel an order that has already been put into production, you will be charged 30% of the price of each item as return fee and paid to me. Once your return has been processed, you will receive a confirmation email; Note that it may take an additional 7-10 business days from the date you receive this email for the funds to appear in your account, and it may take additional billing cycles for the funds to appear on your statement. Please note that the following reasons are not covered by our Return/Exchange policy and we are not responsible for them. 1. the product is damaged due to improper use, improper handling or improper maintenance. 2. due to change of mind, personal taste and other personal reasons. If the quality is found to be defective when you sign for it, we may redo or refund part or all of it at our discretion.

What if you want to change the style, size, or photo?

If you would like to return and exchange it, please contact us, we need to confirm if it is in production. Send us an email with your order number and any changes in the body in the subject line. We will give you an answer as soon as possible and make it a reality.

Want to change your shipping address?

If you need to change your shipping address, please send us an email stating your order number, your current shipping address and the address you would like to change. We can change the address until your order leaves our facility.

Can you draw portraits of humans?

Sure, our team of professional and very talented pet artists will only cost you $15- $30 more, depending on your photo and request.

What if you want to return an order?

Our personalized item cannot be returned unless it is defective or damaged. But before the order is mailed, we will confirm with you through videos and photos, and we will send it after your approval. Therefore, if you are not satisfied with the ordered products, we will provide an adjustment service within 30 days, but you need to bear the cost of round-trip mailing.

What is the transport policy?

We ship worldwide, so wherever you are. We offer free postage for orders over $99. After your review and approval, we will ship the product and you will receive your customized gift within 3-4 weeks. Please note: We are not responsible for any additional charges arising from your change of delivery or shipping after your order has been placed.

What does the warranty cover?

If your product has a non-human defect within 90 days of ownership, we will repair or rework it for you free of charge, including possible postage. Please provide clear photos or video records and send them to us by email. Here's what's covered under the limited warranty: 1. Mistakes in product sewing or loose accessories falling off 2. We failed to follow the customization you selected in our creation wizard (e.g., mouth position, ear style, body posture, color). 3. We failed to implement the mark you specified in the description

How do I get a warranty?

Please indicate your order number in the subject line of the email, and send the above defective photos or videos to us as far as possible to ensure the clarity of the photos or videos. The email address is support@luckygangs.com