BounceBot Interactive Smart Dog Toy Ball

We offer free returns within 14 days of receiving your order. Items must be unused and in their original packaging.

Last Updated: April 2025

We want you to love your LumiSnail products! If you’re not completely satisfied, we’re here to help. Please review our return and refund policy below.

1. Eligibility for Returns

• You have 14 days from the date of delivery to request a return.

• To be eligible for a return, the item must be:

  • Unused and in the same condition you received it.

  • In its original packaging, with all accessories and manuals included.

• Items that are used, damaged, or missing parts for reasons not due to our error are not eligible for return.

2. Non-Returnable Items

• Gift cards

• Sale or clearance items (unless defective or damaged)

• Personalized or custom-made products

3. How to Request a Return

To start a return, please contact our customer support team at support@lumisnail.com with the following details:

• Your full name

• Order number

• Reason for the return

• Photos of the item (if applicable)

We’ll review your request and provide instructions on how to proceed.

4. Return Shipping

• Customers are responsible for the cost of return shipping, unless the return is due to a damaged, defective, or incorrect item sent by us.

• We recommend using a trackable shipping service as LumiSnail is not responsible for returns lost in transit.

5. Refunds

• Once your return is received and inspected, we’ll notify you via email about the approval or rejection of your refund.

• If approved, your refund will be processed within 7 business days, and the credit will automatically be applied to your original method of payment.

Note:

• Original shipping charges are non-refundable, except in cases where the return is due to our error.

• Refund times may vary depending on your payment provider.

6. Damaged or Defective Items

If you receive a damaged, defective, or incorrect product:

• Contact us immediately at support@lumisnail.com with your order number, photos, and a description of the issue.

• We’ll arrange for a replacement or refund at no additional cost.

7. Exchanges

We currently do not offer direct product exchanges. If you’d like a different item, please return the original product and place a new order.

8. Cancellations

Orders can only be canceled within 5 hours of purchase. After this period, orders will have been processed and cannot be canceled.

9. Contact Us

For any return, refund, or product issue, please contact us:

Email: support@lumisnail.com

Standard shipping typically takes 3-10 business days. Depending shipping options that are available at checkout for region.

Shipping Policy

Last Updated: April 2025

Thank you for shopping with LumiSnail! We aim to provide fast, reliable, and secure delivery for all our customers worldwide. Please review our shipping policy for details on how your order will be handled.

1. Order Processing

• Orders are typically processed within 1-3 business days after the order is placed.

• Orders placed on weekends or public holidays will be processed on the next business day.

• You will receive an order confirmation email once your order has been placed, and a shipping confirmation email with tracking information once your order has been dispatched.

2. Shipping Destinations

We ship worldwide!
Delivery is available to most countries. If your country isn’t listed at checkout, please contact us at support@lumisnail.com.

3. Shipping Times

Estimated delivery times (after dispatch):

Note: Delivery times are estimates and may vary depending on your location, customs clearance, and courier delays.

4. Shipping Costs

• Shipping costs are calculated at checkout based on your location and the size/weight of your order.

• Occasionally, we may offer free shipping promotions — these will be clearly advertised on our website.

5. Customs, Duties & Taxes

• Depending on your shipping destination, additional customs fees, import duties, or taxes may apply.

• These charges are the responsibility of the customer and are not included in the product or shipping prices.

• LumiSnail is not responsible for delays due to customs clearance.

6. Tracking Your Order

Once your order has been shipped, you will receive an email with a tracking number and link to monitor your delivery status in real-time.

If you haven’t received your tracking information within 5 business days after placing your order, please contact us at support@lumisnail.com.

7. Missing or Delayed Orders

• If your order hasn’t arrived within the estimated time, first check your tracking details.

• If your order appears lost or severely delayed, contact our customer support team — we’ll investigate and work to resolve the issue quickly.

8. Incorrect Address

Please make sure all shipping details are correct before confirming your order.
LumiSnail is not responsible for orders shipped to incorrectly provided addresses.

9. Contact Us

For any questions regarding shipping or your order, reach out to us:

Email: support@lumisnail.com

Yes! We ship to most countries worldwide. Shipping costs and times vary based on destination.

Once your order is shipped, you’ll receive a confirmation email with a tracking link to follow its progress.

Please contact us within 48 hours of delivery with photos of the item and packaging. We'll arrange a replacement or refund right away.