Terms and Conditions

These Terms and Conditions (“Terms”) apply to purchases made through https://urbanlunea.com/.

https://urbanlunea.com/ is owned and operated by Dezhou Meisen Network Technology Co., Ltd.

By submitting an order through our website, you acknowledge that you have read, understood, and agree that your purchase is subject to these Terms and the applicable policies made available on https://urbanlunea.com/.

1. Scope of These Terms

These Terms apply to purchases of products offered through https://urbanlunea.com/.

Additional policies may also apply to your purchase, including our:

  • Shipping Policy

  • Return and Refund Policy

  • Payment and Security Policy

  • Privacy Policy

  • Product Support and Warranty

These policies should be read together with these Terms where applicable.

If a product page contains product-specific terms, specifications, care instructions, warranty information, safety warnings, or other conditions, those terms may also apply to that product.

2. Product Information

We make reasonable efforts to present product descriptions, materials, dimensions, colors, finishes, photographs, design details, pricing, and availability accurately.

Urbanlunea products may include:

  • Pet Chew Toys

  • Interactive Pet Toys

  • Squeaky Toys

  • Plush Pet Toys

  • Puzzle Toys

  • Rope Toys

  • Rubber Pet Toys

  • Other pet toys and pet play accessories offered through our store

Actual product appearance may vary slightly due to:

  • Screen or display settings

  • Lighting conditions

  • Photography

  • Manufacturing tolerances

  • Material or fabric variations

  • Product batch differences

  • Minor production variations

Products featuring plush fabrics, rubber, silicone, rope, plastic, squeakers, electronic components, or other design details may vary slightly in color, shape, texture, size, or surface appearance.

Minor variations that do not materially affect normal use, functionality, or structural integrity do not necessarily constitute a defect.

We reserve the right to correct errors, update product information, revise availability, or modify website content where reasonably necessary.

If a material pricing, product, or technical error affects an order that has already been placed, we may contact you regarding available options or cancel the affected item and issue an appropriate refund.

3. Product Specifications

Certain Urbanlunea products may have product-specific characteristics relating to:

  • Product size and dimensions

  • Product weight

  • Material composition

  • Texture and surface characteristics

  • Durability and intended use

  • Interactive or sound-producing functions

  • Squeaker and internal mechanisms

  • Detachable components and accessories

  • Color or finish

  • Assembly requirements

  • Other specifications stated on the product page

Customers should review the applicable product page before purchasing.

Product dimensions are intended to provide a useful reference. Minor measurement differences may occur because of manufacturing methods, material characteristics, product construction, or measurement techniques.

Unless expressly stated otherwise, Urbanlunea does not guarantee that every product will perform identically in all usage scenarios, as performance may vary depending on the pet's size, chewing habits, play behavior, usage method, maintenance, and environment.

Customers should select toys appropriate for their pet's size, activity level, and chewing behavior.

4. Orders and Order Acceptance

After submitting an order, you may receive an automated order confirmation.

This confirms that we have received your order but does not necessarily mean that the order has been finally accepted, processed, or shipped.

We may reasonably verify, limit, refuse, or cancel an order in circumstances including:

  • Payment authorization failure

  • Suspected fraud

  • Unauthorized payment activity

  • Inventory limitations

  • Incorrect pricing or product information

  • Shipping restrictions

  • Duplicate or unusual orders

  • Suspected unauthorized resale

  • Abuse of promotions

  • Legal or regulatory restrictions

  • Other circumstances that prevent reasonable fulfillment

If we cancel an order after payment has already been successfully processed, the refund will be issued to the original payment method within 5–10 business days after the cancellation is confirmed.

After we issue the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

5. Order Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible at:

service@urbanlunea.com

We will make reasonable efforts to assist before fulfillment begins.

However, we cannot guarantee that changes or cancellations can still be made once an order has entered:

  • Processing

  • Picking

  • Packing

  • Fulfillment

  • Shipping preparation

  • Dispatch

If an order has already shipped, you may need to follow the applicable procedure under our Return and Refund Policy after delivery.

If we successfully cancel an order after payment has already been processed, the refund will be issued to the original payment method within 5–10 business days after cancellation is confirmed.

6. Prices

Prices on https://urbanlunea.com/ are displayed and processed in U.S. dollars (USD) unless otherwise stated.

Prices may vary depending on:

  • Product selection

  • Product size or variation

  • Color or design

  • Quantity

  • Destination

  • Promotional eligibility

  • Applicable taxes

  • Shipping charges

The final amount payable will be displayed during checkout before the purchase is completed.

We may update prices for future purchases at any time.

If an obvious pricing, technical, or display error occurs, we may correct the error and, where appropriate, contact you before fulfillment or cancel the affected item and issue an appropriate refund.

7. Taxes, Customs, and Other Charges

Applicable taxes, shipping charges, and other order-related fees will be displayed during checkout where required or supported.

International orders may also be subject to:

  • Customs duties

  • Import taxes

  • Brokerage fees

  • Clearance charges

  • Other local government or carrier fees

Unless otherwise stated during checkout or required by applicable law, these charges may be the responsibility of the recipient.

Please review our Shipping Policy for additional information.

8. Payment

Available payment methods are displayed during checkout and may vary depending on customer location, device, order value, and available payment services.

Transactions on https://urbanlunea.com/ are displayed and processed in U.S. dollars (USD).

By submitting payment information, you confirm that:

  • You are authorized to use the selected payment method

  • The information provided is accurate and complete

  • You authorize the applicable transaction amount to be processed

Transactions may be subject to authorization, verification, fraud prevention, and security checks.

Urbanlunea does not ask customers to send complete payment card information, CVV/security codes, or account passwords through email or customer support messages.

For additional information, please review our Payment and Security Policy.

9. Promotions and Offers

Urbanlunea may periodically offer:

  • Promotional pricing

  • Discount codes

  • Product bundles

  • Limited-time offers

  • Free or reduced shipping

  • Other promotional benefits

Promotions may be subject to additional conditions, including:

  • Start and end dates

  • Minimum purchase requirements

  • Product exclusions

  • Geographic restrictions

  • Quantity limitations

  • Customer eligibility

  • Usage restrictions

Unless otherwise stated, promotional offers may not be combined.

Discounts generally cannot be applied retroactively to completed orders.

Promotional pricing, compare-at pricing, savings claims, and other promotional information will apply only where actually offered and displayed for the relevant product or order.

We may modify, suspend, or discontinue promotional offers where permitted by applicable law.

10. Shipping and Delivery

Orders are typically processed within 1–3 business days after payment is successfully confirmed.

Once an order has been processed and shipped, the estimated delivery time is typically 7–20 business days.

Estimated delivery times are calculated from the date the order is shipped and do not include the 1–3 business days required for order processing.

Delivery times are estimates only and may vary depending on:

  • Destination

  • Carrier availability or capacity

  • Customs clearance procedures

  • Local delivery conditions

  • Public holidays

  • Weather conditions

  • Transportation disruptions

  • Other circumstances outside our reasonable control

Fulfillment and Shipping Origin

Orders may be fulfilled from our own or partner fulfillment facilities depending on product availability, inventory location, and the delivery destination.

Some orders may be fulfilled internationally or from facilities located outside the customer's destination country.

Products from the same order may occasionally be shipped from different fulfillment locations and may arrive in separate packages.

We do not represent that all orders are shipped from a local warehouse.

Shipping Charges

Available shipping methods and applicable shipping charges are displayed during checkout.

If free shipping or a free-shipping promotion applies to an order, it will be displayed during checkout.

Tracking

Once tracking information becomes available, a shipping confirmation email will normally be sent to the email address used at checkout.

Tracking information may take some time to update after a shipping label is created.

Customers are responsible for providing complete and accurate shipping information during checkout.

For complete shipping terms, please review our Shipping Policy.

11. Returns and Refunds

Eligible products may generally be returned within 30 calendar days after confirmed delivery, subject to the eligibility requirements, procedures, and exclusions described in our Return and Refund Policy.

Before returning any product, please contact:

service@urbanlunea.com

Our customer support team will review the request and provide the applicable return instructions and return address.

Please do not return products to our registered business address unless our customer support team specifically instructs you to do so.

Our registered business address is not necessarily our product return facility.

Preference-Based Returns

For preference-based returns, including change of mind or customer selection errors, customers are generally responsible for return shipping costs where permitted by applicable law.

Refund Processing

Once a returned item has been received, inspected, and approved, an approved refund will be issued to the original payment method within 5–10 business days.

After Urbanlunea issues a refund, the bank, card issuer, or payment provider may require additional processing time before the funds appear in the customer's account.

For full eligibility requirements, return procedures, exclusions, and refund information, please review our Return and Refund Policy.

12. Damaged, Defective, Incorrect, or Incomplete Products

Please inspect your order promptly after delivery.

If a product arrives:

  • Damaged

  • Broken or visibly affected

  • Defective

  • Incorrect

  • Incomplete

  • Missing components or accessories

  • Materially different from the product description

Please contact:

service@urbanlunea.com

as soon as reasonably possible.

We may request:

  • Your order number

  • Product name

  • Clear photographs of the product

  • Photographs of the packaging

  • A photograph of the shipping label where available

  • A short video demonstrating the issue where relevant

For pet toys, photographs or videos may be particularly helpful for issues involving broken parts, damaged stitching, detached components, defective squeakers, malfunctioning interactive features, damaged rubber or plush materials, or other product quality concerns.

Please retain the affected product and packaging until our customer support team has reviewed the request.

If a pet toy appears damaged or presents a potential safety concern, please stop allowing your pet to use it immediately.

If Urbanlunea confirms that an item arrived damaged, defective, incorrect, incomplete, or materially different from its product description, we will provide an appropriate replacement, refund, return solution, or other remedy at no additional cost to the customer.

If a physical return is required because of an error on our part, we will provide a prepaid return label where available or reimburse reasonable return shipping costs in accordance with the return instructions provided by our customer support team.

Customers should not independently purchase expensive international return shipping before receiving instructions from us.

Nothing in this section limits any rights or remedies available under applicable consumer law.

13. Product Warranty

Most eligible Urbanlunea products are covered by a 90-day limited warranty beginning on the date of confirmed delivery, unless otherwise stated on the applicable product page.

The warranty generally applies to qualifying:

  • Manufacturing defects

  • Defects in materials or workmanship

  • Structural defects occurring during normal and intended use

  • Defective stitching, seams, or material construction

  • Manufacturing-related failures involving squeakers or interactive mechanisms

  • Other qualifying structural or functional defects

The limited warranty does not generally cover damage caused by:

  • Pet chewing or biting beyond the product's intended use

  • Excessive chewing, tearing, or pulling

  • Accidental damage or impacts

  • Misuse

  • Improper handling or storage

  • Normal wear and tear after repeated use

  • Unauthorized repairs or modifications

  • Improper cleaning or maintenance

  • Chemical damage

  • Customer-caused damage

  • Loss or theft

Pet toys are subject to different levels of wear depending on an animal's size, strength, chewing habits, and play behavior. No toy should be assumed to be indestructible unless expressly stated otherwise for the specific product.

Product-specific exclusions or different warranty terms, if any, will be stated on the applicable product page.

Approved warranty claims may result in:

  • A replacement product

  • A replacement component where available

  • A refund

  • Store credit where agreed with the customer

  • Another appropriate remedy

Where a warranty refund is approved, it will be issued to the original payment method within 5–10 business days after the refund is approved.

For complete warranty coverage, exclusions, and claim procedures, please review our Product Support and Warranty.

Warranty coverage is provided in addition to any statutory consumer rights that cannot legally be excluded.

14. Product Use and Care

Products purchased from Urbanlunea should be used for their intended purpose and in accordance with applicable product instructions, specifications, care information, and warnings.

Pet Chew Toys

For Pet Chew Toys:

  • Select a toy appropriate for your pet's size and chewing strength.

  • Use the product only for its intended purpose.

  • Supervise your pet during use where appropriate.

  • Inspect the toy regularly for cracks, tears, loose parts, or other damage.

  • Remove the toy from use if it becomes damaged or unsafe.

  • Avoid allowing pets to swallow detached components.

Interactive Pet Toys

For Interactive Pet Toys:

  • Follow the applicable setup and usage instructions.

  • Ensure that all components are properly assembled before use.

  • Keep detachable accessories secure where applicable.

  • Inspect interactive mechanisms regularly.

  • Stop using the product if its functions or components become damaged.

Plush and Squeaky Toys

For Plush and Squeaky Toys:

  • Check stitching and seams regularly.

  • Inspect squeakers and internal components for damage.

  • Avoid allowing pets to swallow loose stuffing or detached parts.

  • Follow the product-specific cleaning instructions.

  • Remove damaged toys from use.

Puzzle Toys and Pet Play Accessories

For Puzzle Toys and Pet Play Accessories:

  • Use the product according to its intended function.

  • Follow assembly and cleaning instructions where provided.

  • Ensure removable components are properly fitted.

  • Inspect the product regularly for damage or missing pieces.

  • Stop using the product if structural damage occurs.

Product-specific care instructions take priority where provided.

15. Cleaning, Moisture, Heat, and Environmental Exposure

Urbanlunea pet toys are intended for normal pet play use unless the applicable product page expressly states otherwise.

Unless specifically confirmed for an individual product, customers should not assume that a product is:

  • Suitable for machine washing

  • Suitable for dishwasher cleaning

  • Suitable for tumble drying

  • Suitable for bleaching

  • Resistant to shrinkage under all cleaning conditions

  • Colorfast under all conditions

  • Suitable for high-temperature cleaning

  • Suitable for prolonged exposure to excessive heat

  • Waterproof or fully water-resistant

  • Resistant to all chewing or biting behavior

We recommend following the cleaning and care instructions stated on the applicable product page or product label.

Avoid unnecessary exposure to excessive heat, harsh chemicals, abrasive cleaning agents, or similar conditions.

Any machine-washable, dishwasher-safe, waterproof, washable, or similar claim applies only where specifically stated for the individual product.

Allow products to dry appropriately after cleaning before returning them to normal use, where applicable.

16. Product Variations

Pet toys featuring plush fabrics, rubber materials, ropes, molded components, interactive mechanisms, or other design characteristics may not be completely identical from piece to piece.

Minor differences in:

  • Color

  • Texture

  • Shape

  • Size

  • Stitching

  • Material appearance

  • Surface appearance

  • Minor design details

may occur because of production methods or batch variations.

Such minor variations do not necessarily constitute a defect where they do not materially affect the normal use, functionality, or structural integrity of the product.

17. Personal Use and Resale

Products offered through https://urbanlunea.com/ are intended primarily for lawful personal pet care, household pet use, or gift use unless otherwise expressly agreed by us.

Unauthorized commercial resale may be restricted where reasonably necessary.

18. Prohibited Activity

You may not use https://urbanlunea.com/ or its purchasing systems for:

  • Fraudulent transactions

  • Unauthorized payment activity

  • Abuse of discounts or promotions

  • Manipulation of checkout systems

  • Misuse of return or refund procedures

  • Unauthorized resale where restricted

  • Interference with website security

  • Other unlawful or deceptive activity

We may take reasonable measures to protect customers, the website, the business, and payment systems where suspicious or unlawful activity is identified.

19. Intellectual Property

Unless otherwise stated, website content including:

  • Urbanlunea branding

  • Logos

  • Product descriptions

  • Images

  • Graphics

  • Videos

  • Layouts

  • Design elements

  • Original written content

is owned by, licensed to, or otherwise used with authorization by Urbanlunea, Dezhou Meisen Network Technology Co., Ltd., or the applicable rights holder.

Website content may not be reproduced, distributed, modified, commercially exploited, or otherwise used without appropriate authorization except where permitted by applicable law.

20. Third-Party Services

Urbanlunea may use third-party service providers to support:

  • Ecommerce infrastructure

  • Payment processing

  • Order fulfillment

  • Shipping and logistics

  • Customer support

  • Analytics

  • Advertising and attribution

  • Fraud prevention

  • Security

  • Other technology services

Third-party providers may process certain information or perform services on our behalf in accordance with their applicable terms and privacy practices.

The use of third-party service providers does not remove any responsibility that Urbanlunea or Dezhou Meisen Network Technology Co., Ltd. is required to retain under applicable law.

Independent third-party services that customers choose to use separately may be governed by their own terms and policies.

21. Electronic Communications

By placing an order or contacting us electronically, you acknowledge that we may communicate with you electronically where appropriate.

Communications may include:

  • Order confirmations

  • Payment notifications

  • Shipping updates

  • Tracking information

  • Customer support responses

  • Return or refund communications

  • Warranty communications

  • Security notices

  • Important service-related information

Marketing communications are handled separately and remain subject to applicable consent and unsubscribe requirements.

22. Privacy

Our collection, use, disclosure, and protection of personal information is described in our Privacy Policy.

Where applicable, additional privacy controls may be available through our privacy preference or privacy choices features.

23. Website Availability

We make reasonable efforts to keep https://urbanlunea.com/ available and functioning properly.

However, we do not guarantee uninterrupted website availability or that every technical issue will be corrected immediately.

We may temporarily suspend, modify, or maintain portions of the website where reasonably necessary.

Nothing in this section limits any consumer right, guarantee, warranty, or remedy that cannot legally be excluded.

24. Limitation of Liability

To the fullest extent permitted by applicable law, Urbanlunea and Dezhou Meisen Network Technology Co., Ltd. will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages arising from or relating to a purchase, transaction, product, or use of the store where such liability may lawfully be limited.

Nothing in these Terms is intended to exclude, restrict, or limit:

  • Liability that cannot lawfully be excluded

  • Mandatory consumer rights

  • Statutory warranties or guarantees

  • Remedies available under applicable consumer protection laws

Where applicable law provides greater rights or remedies, those legal rights will continue to apply.

25. Consumer Rights

Depending on your country, state, province, or region, you may have statutory consumer rights relating to:

  • Product conformity

  • Defective products

  • Damaged products

  • Repairs

  • Replacements

  • Returns

  • Refunds

  • Cancellations

  • Other consumer remedies

Nothing in these Terms is intended to waive or restrict rights that cannot legally be waived or restricted.

Where mandatory consumer protection laws provide greater rights than these Terms or our other store policies, those legal rights will continue to apply.

26. Severability

If any provision of these Terms is determined to be invalid, unlawful, or unenforceable, the remaining provisions will continue in effect to the fullest extent permitted by applicable law.

27. Changes to These Terms

We may update these Terms periodically to reflect changes in:

  • Business operations

  • Products or collections

  • Website functionality

  • Store policies

  • Legal requirements

  • Regulatory requirements

The updated version will be posted on this page.

The version of these Terms in effect when an order is placed will generally govern that transaction unless applicable law requires otherwise.

28. Contact Us

If you have questions regarding these Terms and Conditions, your order, an Urbanlunea product, or our store policies, please contact us:

Brand: Urbanlunea

Website: https://urbanlunea.com/

Legal Entity: Dezhou Meisen Network Technology Co., Ltd.

Registered Address: East side of the road, 200 meters north of Renheng Village Committee, Luquantun Town, Wucheng County, Dezhou City, Shandong Province, China.

Unified Social Credit Code: 91371428MAEE4GYU25

Customer Support Email: service@urbanlunea.com

For order-related inquiries, please include your order number and the email address used at checkout where possible.

Please do not send complete credit card information, CVV/security codes, or account passwords by email.

https://urbanlunea.com/ is owned and operated by Dezhou Meisen Network Technology Co., Ltd.