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How can we help?

If you're not experiencing less mess and more ease with your new Luuup litter box, we've got the intel on our 3-tray perpetual shifting system. Check out our FAQ guide below that's packed with tips to help you make the most of your new purchase.

Shipping times

All orders are shipped out within 24 hours of purchase *Business Days Only

All U.S. orders are sent directly from our two warehouses ideally positioned to service Western, Central and Eastern United States. Shipping costs are affordable and vary depending on the distance from our three warehouses, and are calculated at check out. All shipping services include tracking information.

Standard Shipping: 2-3 Business Days*
Economy Shipping (Discount Bundle Shipping): 5-7 Business Days*

Canadian orders are shipped from our two Canadian warehouses (British Columbia and Ontario)
All shipments include tracking information.

Expedited Shipping 1 -3 Business Days*

*Rural shipments may take an extra day or two.

Sticking Litter and Clumps

Not all litters are created equal. If your litter turns into concrete and/or sticks, you're not alone (check the reviews online) We suggest Tidy Cat 24/7 Performance (full weight versions), Qualicat if you shop at Costco (Canada), and World's Best Cat Litter.

It’s also very important to use enough litter to minimize sticking. The amount is far more than most people are used to adding to a box. Adding the recommended amount (approx 15 lbs, 3-4” deep), when combined with daily cleaning and top ups to main the level, will provide the best experience overall.

Tip: Sifting or scooping litter before wet clumps have had time to dry or set can cause them to break apart or stick.

Clogged Slats

Ensure the recommended 15 lbs of litter is being used in the box.

It's very important to use enough litter for optimum function. The amount is far more than most people are used to adding to a box. This will help prevent diggers from going on the sides or bottom of the box. The weight of the litter also helps maintain the seal between bottom trays.

If any small debris gets stuck in the slots, just press the affected tray into the litter in the box and wiggle it gently. This will work the litter up from the bottom, and remove any debris caught in the tray.

Tip: While it's advised to use approximately 15lbs, the litter level should be tailored to your cat's preferences and behaviors. You can try less litter and see if that's enough to minimize sticking while still functioning as required. As long as there is enough litter in the box to have liquids congeal before touching the bottom, you’re set.

Where is Luuup Available for Purchase?

Luuup is currently available exclusively online at in Canada and Contiguous United States. We are working on international shipping options. Sign up to our email list at and we'll make sure to let you know when it's available.

What Forms of Payment Do You Accept?

We currently accept any credit or debit card with a MasterCard, Visa, or American Express logo. We also accept Apple Pay on compatible iOS devices.

What are the dimensions of the Luuup litter box?

The dimensions are 15.4” X 20.2” X 5.2” (7.5” with the spill guard)

Leaking From The Bottom of the Stack

The seal in the bottom pans may have been disturbed.

Be mindful to only lift the top tray when cleaning, and keep a firm grip with both hands on the bottom two trays when stacking,and be gentle with them while stacking or moving. Disturbing the seal in the bottom pans while sifting the top tray can lead to leaking of litter between the layers.

Tip: Wiggle the Luuup while it is on the floor after cleaning to even out litter in the pan. This allows the weight of the litter in the box to keep the seal tight.

When stacked properly, your Luuup should not leak. If you're experiencing litter leaking from the bottom of your Luuup, please contact us at

Where can I buy an enclosure/hood for my litter box?

We're working on it. Sign up to our email list here, and receive a discounted rate when it launches.

Refund Policy

Should you change your mind about your Luuup, we are happy to accept returns on litter boxes that are in new, original condition within 30 days from the date of shipment (Less S&H). Returns must be sent via USPS or Canada Post. In order to process your return you must upload a photo of your packaging to ensure that the box is in the same condition you received it and is in the original box and/or packaging.

Postage costs to return items are non-refundable. Unauthorized or hand delivered returns will not be accepted.

Due to our product coming into contact with pet waste, we regret that it is not possible for us to accept returns on litter boxes that have been opened. To obtain your return authorization number, please click here.The RMA Number needs to be included in order to process your return. Items shipped without adding the RMA to the shipping label will not be refunded.

We are happy to send a replacement if your litter box is deemed to be defective. If you are experiencing any issues with your Luuup, please contact us at for assistance.

What if my tracking status is delivered, but I have not received my order?

It you order shows as delivered by the carrier, but you don’t physically have the item(s) It is up to the customer to follow up with the carrier to resolve the issue. If the carrier and the customer are unable to resolve the situation, Luuup is not liable to refund or resend your order.

What happens if I provide an incorrect shipping address?

There is a risk that your order could be lost in transit. It’s important that your confirm your information in the order confirmation email to ensure that the details are correct. We will do our best to help locate the order however Luuup cannot be held liable to resend your order if it is lost as a result of an incomplete or incorrect shipping address.

If shipping to a business address, the company name must be included in the shipping information, our it will be considered incomplete.

Can I cancel my order or change my address?

All orders are processed instantly to our warehouse. As a result we can not accept cancellations or changes to orders that have been placed. You can contact us at to request a cancelation to your order, and we will do our best to assist if possible. It is important to carefully confirm your order details before completing your order.

My litter box was damaged when it arrived

If your order arrived damaged, send us an email and we will help you out as soon as possible: Email Luuup Support

My cat likes to dig to the bottom of their litter box. Would the litter box be able to deal with that?

The Luuup Litter Box requires enough litter in the box so that liquids congeal before touching the base of the tray. If your cat digs right to the bottom of the box every time, our litter system isn't suitable for your cat's needs.

Returned Mail

If you order is returned to due to an incorrect address, we will not be responsible for the cost to reship the order. We will email you for the correct address. You will be required to pay the shipping and handling charges for us to reship your order again.

Refused/Unclaimed Mail

If a package is unclaimed or delivery is refused, we will only issue a refund after the item has returned to Luuup. Once we receive the item(s), a refund will be provided for the cost of the items only.

My payment keeps being declined, why is that?

All payments processed in Canada. Certain credit card issuers automatically reject payments not made in the United States. If you're having this problem, please contact your financial institution, and they can easily correct the issue.

I have a larger cat, will Luuup work for them?

We've redesigned with larger cats in mind, and have tested it with great results.

Watch this video from one of our beta testers to see how your larger cat will manage.

Don't be shy. We'd love to hear from you whether you have a question, a suggestion or simply want to share your review of the Luuup litter box. Contact us directly.