Shipping policy

Every Char and Lu necklace is handmade to order. We appreciate a little extra time to make something especially for your dog.

Processing time

Please allow 3–5 business days for your order to be made and prepared for shipment.

Personalized orders may require the full processing window.

Business days are Monday through Friday, excluding major holidays.

Processing time is separate from shipping transit time. The delivery estimate for your selected shipping method begins after your order has been completed and handed to the carrier.

Shipping rates

Char and Lu currently ships within the United States.

Our current shipping options are:

Standard Shipping — $8
Free Standard Shipping — orders of $75 or more

Available shipping options and charges are shown at checkout.

Delivery estimates

Any delivery dates or transit estimates shown at checkout are estimates provided by the shipping carrier and aren't guaranteed delivery dates.

Weather, holidays, carrier disruptions, and other circumstances outside Char and Lu's control may occasionally cause delays after a package has shipped.

Tracking

When your order ships, you'll receive a shipping confirmation with tracking information when tracking is available for the selected service.

Please allow some time after receiving your shipping confirmation for the carrier's tracking system to begin showing movement.

Address changes

Please review your shipping address carefully before submitting your order.

If you need to change an address, contact us as soon as possible at support@charandlu.com.

We'll do our best to make the change before the package ships, but we can't guarantee that an address can be changed once an order has entered fulfillment or been handed to the carrier.

Customers are responsible for providing a complete and accurate shipping address.

Packages returned to sender

If a package is returned to Char and Lu because of an incorrect or incomplete address, failed delivery, or another issue not caused by Char and Lu, please contact us.

We can arrange reshipment when appropriate. Additional shipping charges may apply.

Lost or delayed packages

If your tracking hasn't updated for an unusual amount of time or you believe your package has been lost in transit, please contact us at support@charandlu.com with your order number.

We'll help review the tracking information and, when appropriate, work with the carrier to investigate the shipment.

Packages marked delivered

If tracking shows that your package was delivered but you can't locate it, we recommend:

Checking around the delivery location and with other members of your household.
Checking with neighbors, a front desk, mailroom, or other secure delivery location.
Allowing up to 24 hours, as some carriers occasionally mark packages delivered shortly before final delivery.

If the package still can't be located, contact us at support@charandlu.com and we'll help you determine the next steps.

Damaged or incorrect orders

If your order arrives damaged, defective, or different from what you ordered, please contact support@charandlu.com within 7 days of delivery with your order number and, when possible, a photo of the issue.

If the problem is ours, we'll make it right.