Frequently Asked Questions
General Questions
We are constantly updating our FAQs list. If none of these answers satisfy your needs, feel free to contact us and we'll happily assist you!
Absolutely! All of our dog treats are 100% natural, and have NO hormones, NO antibiotics, NO preservatives, and NO harmful additives. Additionally, our products are wheat, gluten, grain, and soy FREE which is especially great for doggos with sensitive tummies. The health of your doggo is our #1 priority, so we make Natural Dog Treats You Can Barkin' Trust!Ā
At Big Lu, our standard processing time is 1-2 business days. However, during busy periods such as long weekends or sales, processing may take up to 7 business days.
Please note that selecting a specific shipping service at checkout does not shorten processing times; the chosen service applies only after your order has been shipped and is subject to the carrier's delivery schedule.
Orders typically arrive within 2-6 business days after leaving our facility, depending on the destination and the shipping method selected.
d. You will receive a notification with tracking information as soon as your order ships.
Shipping Delays
BigLu is not responsible for delays caused by third-party shipping carriers. If your package is delayed, we encourage you to contact the carrier directly for assistance.
If you have entered the wrong shipping address please contact our customer support team immediately to have this updated before shipping*.
*If the order has already shipped and you entered the wrong shipping address, please contact the carrier.
*If your order was delivered to the wrong address, we will have to wait and see if the person at the address returns it to the sender.
Shipping is calculated with real time rates from the carrier. This is the actual cost we pay to deliver your item.
Shipping is free for orders that have a subtotal of $65 or more after discounts have been applied.
How do I return?
- Email us your order #, which item you are interested in returning, and a brief description of reason for the return
- Once your request is approved, you will get a confirmation email with shipping guidelines
What items are returnable?
- Within 14 days of package being delivered
- In unused and resellable condition
- Used product that had issues
- In the original packaging with all the tags intact
What items are non-refundable?
- Gift cards
- Discounted items (if applicable)
The item I received is damaged!
- If the purchased product is faulty, reach out to us within 14 days of the delivered date.
Can the items be exchanged?
- We allow the exchange of purchased items for selectable variants. Once the exchange request item is received and approved, the replacement item will be shipped to you.
What are the refund options?
- Refund to the original payment method
- Refund to store credit (if applicable)
How do I ship back the items?
- For instructions on how to ship the returned products, refer to the email received after placing the return request.
How soon will I get my refund?
- Once your returned item is received and inspected, you will be notified via an email.
- You will also be informed about the approval or rejection of your refund request.
- If approved, the refund request will be processed within 5 - 7 working days after approval.
My question is not addressed
- If you have any queries regarding return or refund, reach out to us.
Nope, all of our Natural Dog Treats are 100% digestible and are a perfect alternative to rawhide. Not to mention all our treats are high in protein and make for an entertaining and nutritious chew.
Our treats are single ingredient animal parts made out of 100% beef, hare, venison, pork, or chicken.
We offer beef, chicken, hare, pork and venison treats & chews.
All our treats are 100% natural and not treated with harmful chemicals, so there will be a natural scent to our treats that your dog will love.Ā
Please email us at hello@big-lu.com for more information
We source our raw materials primarily from free-range, grass-fed cattle raised in South America, with a focus on Argentina. All raw materials are processed in the country of origin, ensuring consistency and quality.Ā
Every product is inspected and approved by the USDA
We recommend always supervising your dog during feeding. Some dogs may get a bit too eager and attempt to swallow the last few pieces whole, which, although rare, could pose a choking risk. Ensuring your pet chews thoroughly and removing small leftover pieces can help prevent any potential issues.
Our bakers are at your service, please email us at hello@big-lu.com. We'll get back to you real barkin' fast!
