Frequently Asked Questions

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.

Will Luuup work on larger cats?

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

What litter works best with Luuup?

Luuup is designed to be used with clumping or crystal litter, and as feedback rolls in we have found that some brands of litters perform much better than others. We have seen the best results with Arm & Hammer SlideWorld's Best Cat LitterMimi Litter and Pretty Litter. Based on customer feedback, we would not suggest using wheat pine, or walnut based litters, or any other litter that is not effective at clumping, as these can cause sticking issues. 

It is also important to use approximately 15 lbs (or 4") of clumping litter in your Luuup, or 8 lbs of crystal litter. The depth of the litter allows it to catch waste before it reaches the surface of the tray, and the weight helps maintain the seal between layers to prevent leaking. Sifting once a day per cat using the Luuup is recommended for the best results.

I have sticking litter / clogged slots. What should I do?

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 Arm & Hammer SlideWorld's Best Cat LitterMimi Litter and Pretty 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 of clumping litter (3-4”), or 8 lbs (2-3") of crystal litter), 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 with clumping litters.

Tip: 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.

What are you shipping times?

All orders are shipped out within 24 hours on business days.

U.S.
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

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

Standard Shipping 1 -3 Business Days. Rural shipments may take an extra day or two.

Where is Luuup available for purchase?

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

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

Sometimes a tracking status is incorrectly updated before a package is physically delivered. If your order shows as delivered by the carrier, but you don’t physically have the item(s), your item may still be delivered later that day. If it is not delivered within 48 hours of receiving the delivery notification, please contact us at support@luuup.com.

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)

My Luuup is leaking from the bottom of the stack. What's happening?

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 support@luuup.com.

What is your money-back guarantee?

We’re here to ensure that you have the best possible litter cleaning experience with your Luuup litter box. We’re always happy to help with any issues you may be experiencing, through chat on our website at luuup.com, or via email at support@luuup.com.

If you still want to return your Luuup, you have within 30 days of receiving your products to do so. Customers are responsible for return shipping costs. Returned items that have been used will be subject to a 15% restocking fee. Any original shipping and handling charges are not refundable. After 30 days we reserve the right to refuse refund. If for any reason you are not completely satisfied with your purchase, simply follow the return instructions below.

What are your return instructions?

Within 30 days of delivery, log into luuup.com/returns to create your return merchandise authorization (RMA).

Within 24 hours we will email your approved authorization number - please include the RMA number on the return postage affixed to the box. If your RMA number isn’t included with your return, we won’t be able process your return.

Verify that the item(s) are clean, in "like-new" condition, with ALL packing materials. Ship to the address provided by Luuup and allow 10-14 days from the time we receive the return for the items to be inspected and for your refund to be issued. If returned items have been used they will be subject to a 15% restocking fee.

If you have any issues during the Return process or RMA creation, contact us directly at support@luuup.com

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