Product Information
How do I know what size bandana to order for my pet?
All of our bandanas come with three metal snaps that provide a 3 - 4 inch range.
It is best to take the time to measure your pet's neck size.
A simple way to do this is to measure a collar that already fits them. Then, I add one inch to the collar measurement. This is because collars tend to be tight against the neck, while we want the bandanas to have more space for comfort.
Take that number to our sizing guide on any product and see where your furbaby fits.
If you are still unsure, feel free to reach out via @theluminouspets or our Contact Page for sizing assistance. Over the years, Isiah and I have honed our ability to accurately size furbabies.
I am ordering for someone else and don't have their pet's neck size. What can I select the best fit?
There are a few things we can do!
First off, if you have a picture, or even a general description send it to us on our Contact Us Page or via Instagram. Over the years, Isiah and I have really honed in our ability to accurately gauge which size would fit the best.
Otherwise, if you feel more comfortable, we do sell Digital Gift Cards.
How do I clean my bandana?
It is best to hand-wash the bandana with mild detergent, avoiding the logo tag.
Then let the bandana hang dry. If there is some wrinkling, use an iron on low setting to gently go over the bandana. Make sure to avoid the tag and the metal snaps.
How do I clean my catnip playmat?
First up, remove the 2 drawstring pouches from inside the mat, and dump out the old catnip blend.
Then you can simply toss the mat into your washer and dryer with like colors.
Otherwise, you can hand-wash. Once dry, remember to refill the drawstring pouches with fresh catnip, and re-insert into the mat.
Do you make custom orders?
Currently, we do not offer custom designed accessories or toys.
If you are interested in wholesale items feel free to use the Contact Us Page to reach out to us, we would love to chat.
Catnip & Valerian Root Blend
What is difference between catnip and valerian root?
Did you know about 1/3 of the cats are not impacted by catnip! The ability to react to catnip has a genetic component. If your kitty does not respond to catnip, they will most likely respond to valerian root, which produces a similar reaction to that of catnip.
Where do you get your catnip blend?
We source our organic catnip - valerian root blend from a local farm in Washington State. There they grow the herbs, harvest, dry and mix our blend.
How long does the catnip blend last?
It depends on how it is stored. Keep the catnip in a cool and dry location. Our resealable bags are a great way to keep it fresh, or just a simple mason jar.
If you have one of our kicker toys, we have heard of many kitty customers playing and reacting to their toys well into a year.
If you are using our catnip playmat, we would recommend refreshing the catnip often, depending on how many cats you have an how frequently they are playing on it. This way, kitty always has the freshest and most potent catnip.
Long story short, our catnip blend lasts so long, because we get it straight from a local farm deliever right to our doorstep. Also, we pack a lot into each toy. Only the best for kitty!
Order Status
When will I receive my order?
Once you receive your confirmation email, it takes us 5 to 7 business days (excluding weekends and holidays) to handmake, package and ship. You will receive another notification when your order has shipped.
In November and December, we tend to have an announcement bar at the top of our Home Page, that states our current processing time. If there is no current announcement, it will take us no more than 2 weeks to ship your order.
If you have any questions about our current processing time, please do not hesitate to reach out via our Contact Us Page.
On the rare occasion, if there are any changes to this timeline, we will reach out to you directly.
How do I make changes to an order I've already placed?
If you are questioning the size you selected, or thinking a different product will work out better, reach out to us asap.
We cannot guarantee that we are able to make edits, but we will try our best to accommodate.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number and carrier, you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 10 days of receiving your shipping confirmation email, please Contact Us with your name and order number, and we will look into it for you.
Can I cancel my order?
Orders can be cancelled within 24 hours of being placed, if your order has not shipped yet. If you need to cancel, please email us immediately at theluminouspets@gmail.com
Shipping
What are your shipping rates?
Shipping is calculated at checkout and is based on the weight and destination of the package. You can preview different shipping options before you place your order.
We tend to use United States Postal Service (USPS).
Once the packages have been scanned into the carrier, we are no longer liable for lost, stolen, or damaged packages. If you have any concerns about your package, please contact the carrier with any questions.
Once shipped, how long will it take to get to me?
Majority of the carriers that we work with will take 3 - 7 days to get your package to you. It depends on the shipping option that you selected at check out and where your package is going. We ship our of Portland, Oregon.
Do note, that starting October through January, most carriers increase their transport time due to the influx of holiday mail. If you have a question about shipping speed, you can reach our to us directly, via our Contact Us Page.
How do I check the status of my package?
When your order has shipped, you will receive an email notification from us which will include a tracking number and carrier, you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 10 days of receiving your shipping confirmation email, please Contact Us with your name and order number, and we will look into it for you.
Returns and Refunds
I need to return an item, what do I do?
We accept returns up to 30 days after delivery, if the item is in its original condition, with no restocking fee.
We will refund the full item amount minus the initial shipping cost. Refunds are issued in the same form as payment received.
Exception: All sales are final for Last Chance Collection / Sale Items and Gift Cards
If you have any further questions, please don't hesitate to Contact Us.
Who is responsible for the shipping cost of the returned item(s)?
The Luminous Pets will pay for any US domestic return shipping labels.
If you are international, please reach out and we can see how we can best arrange a return.
How will my refund be issued?
Refunds are issued in the same form as payment received.
Refunds will be processed within 5 business day of receipt of returned merchandise. Refunds will be the full amount minus initial shipping cost.
If you have any further questions, please don't hesitate to Contact Us.
Miscellaneous
Where are you currently stocked?
Our website is the best place to find all our products.
If you would like to shop in person, we have an Events Page that details where we will be throughout the year.
All Burn Wax (Portland, Oregon) stocks our catnip and valerian root toys.
Shampooch Dog Wash (Happy Valley, Oregon) stocks our frayed flannel bandanas.
Oregon Humane Society (Portland, Oregon) stocks our catnip and valerian root toys.
Do you offer wholesale pricing?
We do!
At this time we work with a select few locations around the Portland Metro area to stock various products.
If you are interested in working with us, please reach out to us via our Wholesale Contact Us. We would love to get to know you and see if we are a good fit.
I still have some questions, how do I contact you directly?
Feel free to reach out, we would love to chat. You can email us at theluminouspets@gmail.com or reach out through our Contact Us Page.
Disclaimer
Supervise your pets while wearing or engaging with our products. No items are indestructible, if an items is damaged please discard to prevent accidental ingestion or injury.
The Luminous Pets is not responsible for damages or injuries due to lack of supervision, negligence, or misuse while wearing or engaging with our products. Thank you.