Most Asked !
Explore our Frequently Asked Questions (FAQs) to discover solutions to your inquiries!
SHOPPING & ORDER
Loobani Pet ships nationwide throughout the United States, excluding Alaska, Hawaii, and Puerto Rico. For domestic orders exceeding $50, you'll enjoy free shipping. Additionally, we offer international shipping to any destination that can be reached by major carriers.
After you place your order, give us 2 business days to get it ready and ship it out from our warehouse. Once our shipping partner picks it up, Standard Shipping usually gets it to you in about 3 to 10 days. If you're in a hurry and pick Expedited Shipping, you're looking at 3 to 5 days.
So, if you go with Standard, expect your package in roughly 5 to 12 business days. Choose Expedited, and you'll have it in your hands in about 5 to 7 days.
We ship from our partnered warehouses located across the United States and China. Please anticipate that your items may be shipped separately (if you order more than one item) since different products may be stored in different warehouses.
What are the shipping rates?
Ground Shipping: Orders over $50 - Free Shipping; Orders $0-$49.99 - $5.99
Expedited Shipping: $15.99. Please note that the free shipping policy does not apply to Alaska, Hawaii, and Puerto Rico. If you require shipping to any of these three areas, kindly reach out to us in advance for assistance.
We'll make every effort to accommodate modification or cancellation requests for orders as long as they're received promptly after placement and before shipment.
Please contact our customer service team at [email protected] with your order details and requested changes or cancellations. While we cannot guarantee all modifications can be made once an order enters fulfillment processing, we'll do our best to accommodate feasible changes before shipping.
Our customer service hours are Monday to Friday, 9 AM to 7 PM. The sooner you reach out to us after placing your order, the more likely we will be able to update or halt the order as you requested. Once an order is shipped, it cannot be canceled or modified.
RETURN & EXCHANGE
We understand that wear and tear can occur, especially when dogs are involved. So, if any components of our products are damaged within one month of purchase, we are pleased to offer complimentary replacements.
Please email us at [email protected] to discuss the details of our warranty.
Please note that we cannot accept returns or exchanges for dirty or dog-damaged items. However, if the product arrives damaged or defective, we will pleased to exchange it for you or provide a refund on a case-by-case basis.
While we take pride in the durability of our products, we understand that some dogs may become energetic and chew on them.
Unfortunately, such damage is not considered a manufacturing defect or normal wear and tear. Feel free to contact [email protected] to see what we can do for you.
For information regarding returns or exchanges, kindly visit this link. If you wish to proceed with an exchange or return for a refund, please ensure that you reach out to our customer support team at [email protected] within 14 days of receiving your order. To be eligible, the items must remain in new, unused condition and include the original packaging.
After providing us with the tracking number for your return parcel, kindly allow 1-3 business days for our team to process your return. Subsequently, it may take another 2-3 business days for your bank to post the refund to the original form of payment.
We will email you once our team completes the refund process, ensuring you know it is on its way.
If any issue with our product results in your desire for a refund, we will cover the full return shipping fee. However, if it is due to personal preference or a change of heart, you will be responsible for covering the return shipping costs.
CARE & MAINTENANCE
Washing bamboo dog toys is really easy - just use some warm water and a little bit of mild soap or a pet-friendly cleaner. Don't use anything too harsh that might damage the bamboo. Give the toys a good scrub with a damp cloth or sponge to get them nice and clean, then rinse them off really well to get all the soap out.
It's important to let the toys air dry completely before giving them back to your pup. Don't put them in the dishwasher or let them sit soaked in water - that can make the bamboo warp and get weaker over time.
We suggest washing your pup's puzzle toys after each use. Leaving food bits and residue in the toy can allow bacteria to grow. To keep your dog's toys fresh and germ-free, be sure to give them a quick wash with warm, soapy water after mealtime puzzles and games. It only takes a minute to swish some soap and water through the toy and rinse it clean. Letting the puzzle air dry ensures it's ready for your dog's next tasty meal or treat!
With proper care, high-quality bamboo toys can last 5-10 years. But as with any chew toy, you should replace it if worn, damaged, or splintered. Look for signs of rough surfaces and discard toys before major splintering occurs.
We understand the concern about splintering with natural bamboo toys. When properly cared for, our bamboo toys are formulated to be very durable and resistant to splintering. The lacquer coating helps prevent splintering by protecting the surface from damage caused by chewing.
However, we recommend closely monitoring the condition of toys and replacing them at the first sign of any splintering, rough surfaces, or loose pieces. Don't allow your dog to continue chewing on a splintering toy. While the bamboo is non-toxic if ingested, splinters can pose a choking hazard, so supervision is key.
The heat and harsh detergents can damage and dry out the bamboo over time. It's best to simply wash bamboo toys by hand with warm, soapy water and allow them to fully air dry before giving back to your dog.
To ensure both durability and environmental friendliness, we have specifically chosen Nan bamboo as the primary material for our products. Nan bamboo is known for its strength and sustainability, making it an ideal choice for our puzzle feeder toys.
We understand the importance of minimizing our ecological impact, which is why we have also tried to reduce plastic use in our designs. While some of our classic offerings may still contain a small amount of plastic, it is important to note that we only use biodegradable materials, specifically food-grade polypropylene approved for baby bottles.
Our goal is to eliminate all plastic from our toys by 2024. We understand that this journey requires patience, but our dedication remains unwavering. With the ongoing support of our loyal customers, we will make significant progress in the right direction.
Currently, our products are manufactured in China. However, we are extremely selective when it comes to choosing our partners. We only collaborate with companies that prioritize quality, fair treatment of workers, fair wages, and environmentally responsible practices.
Unlike many other companies that aim to produce cheap and quick items, we take the time to seek out factories that share our commitment to responsibly creating exceptional products.
While we could potentially reduce costs by disregarding the production process and location, it goes against our principles. We understand that our customers want to feel good about their purchases, and so do we. Despite the extra effort in finding reliable partners, we ensure that our manufacturing partners in China share our values.
So, we can guarantee that every product leaving our facility is well-crafted and produced ethically.
We've introduced eco-conscious packaging for our environmentally-friendly products. The outer packaging is made from biodegradable cardboard, while the inside is cushioned with eco-friendly honeycomb paper and secured with hemp rope. Our instruction manual is printed on Yasil paper, a sustainable option showcasing natural fibers. To seal the packages, we use eco-friendly sealing tape.
By 2024, we aim to complete the upgrade of all our packaging to be more sustainable. Since our toys are constructed from bamboo, and some of the larger toys can be quite heavy, we must carefully evaluate various factors to find environmentally friendly and sufficiently sturdy packaging. We appreciate your patience as we persist in exploring more sustainable packaging options.
Currently, we do not possess any certifications. However, we are committed to obtaining certificates as we introduce new products and collaborate with the appropriate manufacturers for each component of our puzzle toys.
Yes, most of our materials are sustainable, and many factories involved in the production process hold certifications. However, it's important to note that while specific components or stages of manufacturing may be certified, our final product does not possess a certificate.
Therefore, due to compliance restrictions, we cannot provide specific certification names or license numbers for these materials or manufacturers. We genuinely regret any lack of transparency caused by these limitations, as we aim to provide you with as much insight as possible.
Still Have Questions?
Pon't hesitate to reach out to our Customer Care Team. We will get back to you within 24 hours! ...and that's a promise!