Frequently Asked Questions
Have questions? We've got answers. If you can't find what you're looking for, feel free to contact us directly.
Orders & Payments
What payment methods do you accept?
We accept the following payment methods, all processed securely through Shopify Payments:
Credit & Debit Cards: Visa, Mastercard, American Express, Diners Club, Discover
Digital Wallets: Shop Pay (with Shop Pay Installments), Apple Pay, Google Pay, PayPal Wallet
All transactions are encrypted and processed securely. Your financial information is never stored on our servers.
Can I modify or cancel my order after placing it?
Orders can be cancelled or modified within 24 hours of placement, provided they have not yet been processed or shipped. Please contact us immediately at info@petsera.store with your order number.
Will I receive an order confirmation?
Yes. Once your order is placed, you will receive an order confirmation email with your order details and a receipt.
Shipping
How much does shipping cost?
We charge a flat rate of $5.00 on all orders shipped within the contiguous United States. This applies to every order regardless of size or quantity.
How long does delivery take?
Orders are processed within 1–3 business days and transit takes 5–8 business days, for a total estimated delivery time of 6–11 business days.
Do you ship internationally?
At this time, we ship within the United States only.
How do I track my order?
Once your order ships, you will receive a confirmation email with a tracking number. You can use this to monitor your shipment in real time. Visit our Order Tracking page for more details.
What if my order arrives damaged?
If your order arrives damaged, take photos immediately and contact us within 48 hours of delivery at info@petsera.store. We will arrange a replacement or refund at no cost to you.
Returns & Refunds
What is your return policy?
We accept returns within 30 days of delivery for items in their original, unused condition. Please visit our Refund & Return Policy page for full details.
How do I start a return?
Email us at info@petsera.store with your order number and reason for return. Our team will respond within 1–2 business days with return instructions.
When will I receive my refund?
Once we receive and inspect your returned item, refunds are processed within 5–7 business days and will appear on your statement within 5–10 business days depending on your bank.
Do you offer exchanges?
We do not offer direct exchanges at this time. Please return the original item and place a new order for the desired product.
Products
What sizes do the Lucidium Pet Pens come in?
Our Lucidium Pet Pens are available in 27" (Small & Medium) and 36" (Medium Extra-Tall) heights. Each pen is made from premium clear acrylic and is designed for indoor use. Expansion kits and replacement parts are also available.
Are the Lucidium Pet Pens easy to assemble?
Yes. The pens are designed for straightforward assembly. All necessary hardware is included. If you need replacement parts such as corner tubes, cross tubes, wall tubes, or door assemblies, these are available separately in our store.
What are the Cat Caves made of?
Our handcrafted Felt Cat Caves are made from 100% organic New Zealand wool. They are soft, durable, and naturally temperature-regulating.
Are your products safe for pets?
Yes. All Petsera products are designed with pet safety in mind. Our acrylic pens are non-toxic and our cat caves are made from natural organic wool with no harmful chemicals.
Can I buy replacement parts separately?
Yes. We sell individual replacement parts including Corner Tubes, Cross Tubes, Wall Tubes, Door Assemblies, Swing Arm Assemblies, Wall Panels, and Glass Feeder Bowls.
Contact & Support
How can I reach customer support?
You can reach us by email at info@petsera.store or by phone at +1 8572193007. Our team is available Monday to Friday, 9:00 AM to 5:00 PM EST (GMT-5). We respond within 1–2 business days.
Where is Petsera located?
We are based at 3726 Albany Post Rd, Hyde Park, New York 12538, United States.