Frequently Asked Questions

How do I make an order?

You may order through the following platforms:

a) Our website:
Making an order with is very simple, just find the products you would like to order, add them to your cart, and then checkout!

b) PM us through Facebook or Instagram:

c) Shopee / Lazada:

What is the availability of the products on your site?

You can see on our website whether the item you would like is in stock, or not.

What payment methods are available?

We accept all major payment methods, which include:

  • Visa (credit and debit cards);
  • MasterCard (credit and debit cards);
  • Online Bank Transfer;
  • E-wallets and

Any other payment method displayed on our Site.

How do I change or cancel my order?

If you decide to cancel your order, please contact us immediately at 

(Monday to Friday: 8am-4pm, Saturday: 8am-11am).

Order cancellation request should be within 24 hours.

Shipping & Delivery
How do I track my order?

Once your order has been picked up by one of our courier partners, you will receive an email with your tracking number to follow the entire process of your order, and to keep you in the loop.

How soon will my order be delivered?

Here at Luxury Catz and Dogz we are very proud of our delivery time. We do our best to dispatch all orders as quickly as possible and you should expect your order to arrive according to the following schedule:

Shipping AddressDelivery Time
Metro Manila3-5 business days
Outside Metro Manila7-10 business days

Business days include Mondays to Saturdays, excluding Sundays and Holidays.
*Outside delivery zone locations can take an additional 2 days for delivery.

What if I’m not home when my order arrives?

The courier will attempt to deliver your items a maximum of 3 times. After the 3rd attempt, the items will be returned to us. If you are not present upon delivery, we may release your items to any authorized recipient upon presenting the following:

Valid ID of authorized recipient

Valid ID of customer who placed the order

Signed authorization letter

What do I do if my order is late or even lost?

If your item does not arrive within 5-12 business days of it being dispatched (5 business days for Metro Manila & 12 business days outside Metro Manila), please email us at with your order number and we will carry out an investigation with our courier to find out exactly where your parcel is. We will send out a replacement product (depending on stock availability) immediately if the courier is at fault.

Which couriers do you use?

The delivery company used varies according to the size / weight of your item(s). We currently deliver using the following couriers: J&T Express and GoGo Xpress. 

Once your order has been dispatched from our warehouse, you will receive a confirmation email and this will specify the courier and tracking number for your parcel(s).

Do you offer Same Day Delivery?

Same day delivery of orders may be possible for Greater Metro Manila, however cannot be guaranteed. Please contact us first at or through our contact form to check for availability. Additional charges will apply.

Returns, Damages & Refunds
How do I return an item?

Only defected or incorrect items delivered are eligible for a refund/return or exchange.

Before making a refund/return request, kindly send us an email at within 7 days from the date of receiving the order and provide the following information:

Order number
Short description of the case

Our Customer Support will reach out to you via email within 24h (weekdays only) regarding the return options. 

You acknowledge that replacement of item due to change of mind is not allowed. Products must be returned in a clean and new condition, with all packaging and brand labels secure. 

Opened pet food cans, pouches or sacks are excluded from any return and reimbursement!

We are not responsible for goods damaged or lost in return shipment. Therefore, we recommend you to use an insured and trackable mail service. We are unable to issue a refund without actual receipt of the goods or proof of received return delivery.

With regard to a refund, our company will reimburse you no later than 14 days from the day on which we receive the returned goods. We will use the same means of payment as you used for the order.

I received my order, but there is a problem? What do I do?

If your order is damaged or defective, please send us an email at 

Kindly include a photo of the damaged item as well. We will make sure to replace it for you at no extra cost.

How long will it take to process my return, exchange or refund request?

We will send your replacement item/s once we’ve confirmed that the original item/s have been picked up. 

With regard to a refund, our company will reimburse you no later than 14 days from the day on which we receive the returned goods. We will use the same means of payment as you used for the order.

What do I do if I have been sent the wrong item?

All the parcels are carefully packed by our logistics partner and then double checked but in the unlikely event you end up with a different item email us at Leave the parcel in the exact condition it arrived and we will arrange for collection with our courier. We will send you a new item immediately.

What do I do if my order has been stolen or damaged?

All items we send are fully insured. If in the unlikely event your order is damaged or stolen email us at

If damaged please take photos of the parcel in the exact same condition it arrived to you in and email them back to us. As soon as we receive photos we will send you a new item with no extra fee.

General Pet Enquiries
What size should I get for my pet?

Size Chart is posted per categorized page. If you need help with the measurements, please contact us at and we will be happy to help you.

What is a complete food?

A complete food is a tasty, fully balanced, quality food. It contains all the essential vitamins and minerals to ensure the overall health and condition of your pet.

What is a ‘kibble’?

Kibble is a word for ground meal shaped into pellets and used for pet foods.

How do I know how long my bag of food will last?

The easiest way to find a rough estimate of how long a bag will last is by carrying out the following equation: 

Amount of grams in bag / Average amount of grams to feed = Days bag will last.

Can I feed my puppy adult food?

We wouldn’t recommend this, as puppies need a lot of things to grow into healthy, happy dogs. Puppies need calcium for bone growth, protein for healthy muscle tissue, and lots of nutrients to allow these fat little balls of fur to grow into healthy adult dogs. Adult food contains nutrients for an adult dog, not puppies.

How do I ensure my pet has a healthy skin and coat?

To ensure a healthy coat and skin there are many different things you can do, including feeding them a balanced healthy diet, regularly grooming your pet and keeping your pet clean with shampoos and regular washes.

My pet is overweight, what can I do?

If you feel your dog or cat has put on a few pounds to the point where it’s unhealthy, then giving them a light food is a great option. We stock high premium brands for both dogs and cats.

Why is it important that I feed my dog food based on their life stage?

It is important to feed your dog a diet that is appropriate to their life stage as it provides balanced nutrition that can go a long way in keeping them happy and healthy. Puppy foods have higher levels of protein, fat, calcium phosphorous, sodium and chloride in comparison to adult foods – this is to support your dogs rapid growth and development. Adult foods are the appropriate choice for most adult dogs as these foods provide the balanced nutrition needed to keep dogs that are in the prime of their life healthy and happy. Senior diets tend to contain lower levels of fat to help prevent weight gain, increased levels of anti-oxidants or moderate levels of protein aimed at maintaining muscle mass while not overworking the kidneys.

Can I feed my cat dog food?

People often ask this question as dog food is usually cheaper than cat food, and many cat owners have seen their cats stealing dog food from their dog’s food bowl and wonder whether it’s okay for cats to eat. We certainly don’t recommend it, cats and dogs both have very different nutritional needs and therefore should have different foods to suit them. A few nibbles from the dog bowl however won’t do your cat any harm!

How do I prevent my pet from getting fleas?

Regular flea treatment is important to keep your pet safe from the nasty parasites that are waiting to jump on to your pet during walks and even in your own garden. We stock plenty of flea treatments at

Is your question not here? E-mail us at