Shipping policy
SHIPPING POLICY
Last updated: 4 September 2026
This Shipping Policy applies to orders placed through LUNA – Online Pet Shop.
LUNA – Online Pet Shop is operated by:
Vakhtang Aliokhin
AUST & VOGG
Jülicher Straße 6A
13357 Berlin
Germany
Email: lunaonlinepetshop@gmail.com
Telephone: +49 178 384 7935
1. Shipping Destinations
We currently offer shipping to destinations that are enabled in our online store, including:
- Germany
- Member States of the European Union
- United States
- Other countries or regions that may be made available at checkout
The availability of delivery to a particular destination is determined during checkout. If your country or region cannot be selected at checkout, we are currently unable to accept an order for delivery to that destination.
2. Fulfillment and Shipping Partners
LUNA – Online Pet Shop works with third-party suppliers, warehouses and fulfillment partners, including international fulfillment providers, to prepare and dispatch orders.
Products may therefore be dispatched directly from a fulfillment facility located in a country different from the customer's delivery address.
The use of a third-party supplier, fulfillment provider or carrier does not change the fact that your purchase contract is with LUNA – Online Pet Shop.
3. Estimated Delivery Time
Orders are generally expected to arrive within approximately 3–21 business days after the order has been confirmed, unless a different delivery estimate is expressly displayed for a particular product, destination or shipping method.
Business days generally mean Monday through Friday, excluding public holidays applicable to the relevant fulfillment or delivery location.
Delivery times are estimates and can vary depending on:
- the customer's country and delivery address;
- the location from which the product is fulfilled;
- product availability;
- order processing time;
- carrier capacity;
- customs or import processing;
- public holidays;
- weather or transportation disruptions; and
- other circumstances outside our reasonable control.
Where a specific delivery period is shown during checkout or expressly agreed with you, that delivery period applies to the relevant order.
For consumer purchases, applicable statutory rights relating to delivery times remain unaffected.
4. Order Processing
Once an order has been successfully placed and payment has been authorized, the order will be submitted for processing and fulfillment.
Processing time is included when determining the overall estimated delivery period stated above unless a different processing or delivery estimate is specifically shown to you.
Orders placed during weekends or public holidays may begin processing on the next applicable business day.
Once fulfillment has begun, we may not always be able to modify or cancel an order.
If you notice an error in your delivery address or other order information, please contact us as soon as possible at lunaonlinepetshop@gmail.com.
5. Shipping Costs
Available shipping methods and any applicable shipping charges are shown during checkout before you place your order.
We may offer free shipping to certain destinations, products or markets. Where free shipping applies, this will be indicated during checkout.
Shipping rates and free-shipping offers may change for future orders. Any change will not affect an order for which a purchase contract has already been concluded.
6. Multiple Products and Split Shipments
If an order contains several products, the products may be fulfilled from different warehouses or suppliers.
As a result, a single order may arrive in more than one package and on different dates.
You will not be charged additional shipping fees solely because we choose to divide an order into multiple shipments, unless a different arrangement was expressly agreed with you before the order was placed.
7. Tracking Information
Where tracking is available, tracking information will normally be provided by email or through your order information after the shipment has been dispatched.
Please note that tracking information may require some time after dispatch before it becomes active in the carrier's system.
Some shipping methods, destinations or local delivery services may provide limited tracking information.
8. Delivery Delays
We make reasonable efforts to ensure that orders are delivered within the indicated delivery period.
Delays may occasionally occur because of circumstances such as carrier disruptions, customs processing, severe weather, public holidays, supply-chain disruptions or other events outside our reasonable control.
If we become aware of a significant delay affecting your order, we will take reasonable steps to resolve the matter and, where appropriate, inform you.
If an order is not delivered within an agreed delivery period, your rights under applicable consumer law remain fully applicable.
In particular, where required by applicable law, you may be entitled to provide us with an additional reasonable period for delivery and, if delivery still does not take place, terminate the purchase contract and receive reimbursement of the applicable amount.
Nothing in this Shipping Policy limits statutory rights concerning delayed or failed delivery.
9. Lost or Damaged Shipments
Please contact us if your order appears to have been lost during transportation or if the package or product arrives damaged.
Contact:
Please include your order number and, where relevant, photographs showing the damaged product and/or packaging.
We will investigate the matter with the relevant supplier, fulfillment provider or carrier and arrange an appropriate remedy where applicable.
For consumer purchases, the risk of accidental loss of or damage to the goods generally remains with us until you, or a third party designated by you other than the carrier, receive the goods, except where applicable law provides otherwise.
Your statutory rights regarding defective, damaged, missing or non-conforming products remain unaffected.
10. Incorrect or Incomplete Delivery Address
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Please check your address carefully before completing checkout.
If you discover an error after placing an order, contact us immediately at lunaonlinepetshop@gmail.com.
We will make reasonable efforts to correct the address before dispatch, but we cannot guarantee that changes will be possible after fulfillment has begun.
If a shipment cannot be delivered because the customer provided an incorrect or incomplete address, additional reasonable costs for reshipment may apply where permitted by law.
11. Failed Delivery and Unclaimed Packages
Customers should follow any delivery instructions or collection notices provided by the carrier.
If a package is returned because delivery could not be completed or because it was not collected within the carrier's collection period, please contact us.
We will determine the appropriate next step, which may include reshipment or a refund, taking into account the circumstances and applicable consumer law.
Reasonable additional shipping costs may be charged where the failed delivery was caused by circumstances attributable to the customer and where such charges are permitted by law.
12. Customs, Import Duties and Taxes
Orders delivered within the European Union will be handled in accordance with applicable EU tax and customs rules.
For orders delivered to destinations outside the European Union, including the United States, customs duties, import taxes, sales taxes, brokerage fees or other governmental charges may apply depending on the destination, shipment origin and applicable law.
Where such charges are collected by us during checkout, this will be reflected in the amount payable.
Where import charges are not included or collected during checkout, the customer may be required to pay them directly to the relevant customs authority, carrier or other competent authority, where applicable.
We recommend reviewing the applicable import rules in your country before placing an international order.
13. Customs Delays
International shipments may be inspected or processed by customs authorities.
Customs processing is outside our direct control and can increase delivery times.
We cannot guarantee the duration of customs procedures. However, this does not affect any mandatory consumer rights that may apply to your order.
14. Product Availability
Products are offered subject to availability.
Although our inventory information is regularly updated through our suppliers and fulfillment partners, a product may occasionally become unavailable after an order is submitted.
If we cannot fulfill an ordered product, we will inform you as soon as reasonably possible and refund any payment received for the unavailable product where applicable.
15. Order Cancellation
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible:
We will make reasonable efforts to stop fulfillment. However, once an order has entered the fulfillment or shipping process, cancellation may no longer be possible.
If cancellation is no longer possible, your applicable return and statutory withdrawal rights remain unaffected.
Please see our Return and Refund Policy for further information.
16. Returns
Returns are governed by our Return and Refund Policy.
Please do not automatically return a product to our Berlin business address.
Because products may be fulfilled from different warehouses or suppliers, the appropriate return address may differ depending on the product and order.
Please first contact:
We will provide the appropriate return instructions and return address.
This requirement to contact us for return instructions does not restrict or delay a consumer's statutory right to notify us of withdrawal from a contract within the applicable withdrawal period.
17. Consumer Rights
Nothing in this Shipping Policy limits or excludes mandatory rights available to consumers under German, European Union or other applicable consumer-protection law.
For consumers in Germany and the European Union, where no different delivery period has been agreed, applicable law generally requires delivery without undue delay and no later than 30 days after conclusion of the contract.
Where we expressly agree with you on a different delivery period, that agreed period applies subject to mandatory law.
18. Contact
If you have questions about shipping, delivery or an existing order, please contact:
LUNA – Online Pet Shop
Operated by AUST & VOGG
Inhaber: Vakhtang Aliokhin
Jülicher Straße 6A
13357 Berlin
Germany
Email: lunaonlinepetshop@gmail.com
Telephone: +49 178 384 7935
VAT ID: DE370549128