From our door to your pet's bowl

Shipping fees

• Orders under ฿1,000: ฿50 shipping per order

• Orders of ฿1,000 or more: free shipping nationwide

• Remote areas and islands: an extra ฿50 per order

• Big order? We split it into boxes of no more than 10 kg so every bag arrives undented, at no extra shipping cost.

When it ships and when it arrives

• Cut-off is 14:00 every business day. Orders after that ship the next business day.

• Bangkok and nearby provinces: about 1–2 business days

• Other provinces: about 3–5 business days

• Our system picks the right courier for each order automatically.

• Want to know where your order is? Just message us on LINE.

Cancelling an order

• You can cancel if the order has not yet left Lucky Jonny. Message us before 14:00 on the day you ordered (if you ordered after 2 pm, you have until 14:00 the next business day). Full refund, including shipping.

• Once it has shipped, sorry, it can no longer be cancelled. But if there's a problem when it arrives, Lucky and Jonny will sort it out using the steps below.

• Cancellations and refunds are handled only on LINE @lucky.jonny. Please include your order number.

A problem with your order? Lucky and Jonny will help

• We'll help if you received the wrong item or not what you ordered

• The bag is torn, faulty or damaged in transit

• Items are missing

• The order hasn't arrived within 7 business days of shipping

• You were charged twice

Here's what to do

1. Message LINE @lucky.jonny within 7 days of receiving your order

2. Send your order number with photos or a video of the problem

3. Our team checks and replies within 5 days of receiving all the photos or video. If it's our mistake, we refund you through the same payment method.

When refunds are paid

• Paid by credit/debit card: we submit the refund to the same card within 15 days of approval. When it shows on your card depends on your bank.

• Paid by QR or bank transfer: we transfer the refund to your account within 7–15 days of approval (send us the account name and number on LINE).

Sending items back

• Our team will tell you case by case whether you need to send it back. If we sent the wrong item, we pay the shipping.

Sorry, we can't accept returns when

• You changed your mind, or ordered the wrong recipe, size or quantity. Please check your cart before ordering.

• You asked to cancel after the order had already shipped

• You told us more than 7 days after receiving the order

• The food was damaged by storage after delivery, e.g. the bag was left open or kept somewhere hot and humid

• Not sure which recipe suits your pet? TryHelp me choose or message us on LINE.