Personal Support & Important Answers
Here you will find important information about personal advice, exchanges, your right of withdrawal and everything that gives you confidence before or after your purchase.Why Is a Sturdy Base So Important in a Dog Carrier?
A sturdy bottom is one of the most important criteria when choosing a dog bag. Of course, a bag should look nice and be comfortable for you to carry. But even more important is that it provides your dog with rest, support, and a sense of security.
When you carry the bag and move, your dog should still be able to lie stable and relaxed. He should only move when he wants to – not because the bag sags or doesn't provide him with secure support.
A suitable dog bag is therefore more than just a nice accessory. It becomes a protected retreat for your dog while on the go.
You can read more about it in our guide: Why a sturdy bottom is so important in a dog bag
Can I Personalise or Update My Dog Carrier Later?
Yes, many Lucy & Fly dog bags can be further customized or supplemented later. That's what makes them so special: you are not just buying a bag, but a companion for your everyday life with your dog.
Depending on the model, suitable inserts, cushions, covers, or other details can be reordered. This way, you can make your bag more comfortable, change its color, or better adapt it to the season and the needs of your dog.
This is especially practical when your daily routine changes, your dog needs more comfort, or you simply want to give your bag a new look.
A dog bag should not only be functional. It can also be a beautiful accessory that matches you, your dog, and your style.
You can read more about it in our guide: Customize your dog bag & reorder insert
Which Carrier Size Might Be the Best Fit for My Dog?
The appropriate bag size is not only determined by weight. Body length, back height, build, and your dog's preferred lying position are equally important.
Please always compare your dog's measurements with the specifications of the respective bag. Your dog should be able to sit or lie comfortably without being cramped.
In our guide, we explain in detail what to consider when making your selection: What bag size fits my dog?
If you are unsure, I am very happy to assist you personally with the assessment.
Is a Summer Dog Carrier Only Suitable for Hot Days?
No, a summer bag is not just meant for hot days. Especially in summer, the weather can change quickly: in the morning it is still cool, by noon it gets warm, in the evening the wind picks up, or a short rain shower surprises you while you're out.
Our summer bags are light and airy for warm days, but depending on the model, they can be supplemented with an insert, cushion, or cover if your dog needs more protection, warmth, or coziness.
This is especially practical for small, older, or cold-sensitive dogs. This way, the bag remains a protected and cozy resting place for on the go, even in changeable weather.
You can read more about it in our guide: Which dog bag for changeable weather?
Are Lucy & Fly Dog Carriers Stable Enough for Dogs with Back Problems?
Yes, our dog bags are deliberately designed to be sturdy. Especially for dogs with back problems, joint sensitivity, or pain, a firm bottom is particularly important.
Each bag has a removable wooden plate that provides more support for the dog and prevents the bottom from sagging significantly or wobbling uncomfortably.
The wooden plate is made with water-repellent fabric, making it easy to care for. If something happens, you can remove the plate, clean it carefully, let it dry well, and put it back in.
For health concerns, we additionally recommend consulting your veterinarian. I would be happy to assist you personally in selecting a suitable bag.
To learn more about our experience with sturdy bag bottoms and why a firm wooden plate can be so important for small dogs, read our guide: Why is a stable bottom so important in a dog bag?
How Do I Care for My Lucy & Fly Dog Carrier Properly?
To keep your dog bag looking nice for a long time, we recommend gentle and regular care. Light dirt can usually be carefully removed with a damp cloth.
Please always pay attention to the care instructions for the respective model. Many bags have removable inserts, cushions, or covers that can significantly ease cleaning in everyday life.
It is important: Please do not clean the bag aggressively, do not use strong cleaning agents, and let all parts dry well before using the bag again.
Detailed tips on cleaning and care can be found in our guide: Care tips for dog bags
What do I do if a model or size does not fit properly?
If a model, size, or dog bag does not fit optimally, you are not alone.
Within 14 days of receiving your order, we can check together whether an exchange makes sense or if a return would be the better solution.
I will personally advise you and am very happy to help you find a more suitable coat, a better-fitting dog bag, or another solution for you and your dog.
It is best to send me photos or short videos of your dog with the received item. This way, I can better assess the fit and honestly tell you which size or model might fit better.
The only important thing is: The items must be unworn, unused, unwashed, and undamaged. Please test dog coats, dog bags, and all other products exclusively at home.
Your statutory right of withdrawal remains, of course, in place.
Personal assistance with exchange or return
WhatsApp / Phone: +49 151 72156454
E-Mail: info@lucyandfly.com
Will I get personal help with the selection?
Yes, of course. Lucy & Fly is a family business – and that is exactly where our strength lies: personal consultation, real accessibility, and a lot of love for detail.
I am Nataly Löblein and I am very happy to advise you personally if you are unsure which model, size, or dog bag is best for your dog.
Especially with dog coats and dog bags, a personal assessment is often very helpful because every dog is built differently and not every model fits every dog.
I take the time for your questions and help you as honestly and carefully as possible to find a suitable solution for you, your dog, and your everyday life.
Personal Consultation
WhatsApp / Phone: +49 151 72156454
E-Mail: info@lucyandfly.com
Can I exchange my order?
A return is possible within 14 days after receiving your order.
If a model or size does not fit properly, you can exchange unworn and unused products during this period.
It is important that all items are tried on exclusively at home – just as it would be possible during a fitting in a retail store.
For an exchange, dog coats, dog bags, and all other products must be completely new. The items must not have been worn outside, washed, or damaged.
Please feel free to contact me via WhatsApp, email, or by phone. I will personally assist you and help you quickly find a suitable solution.
Request exchange
WhatsApp / Phone: +49 151 72156454
Email: info@lucyandfly.com
Can I cancel my order?
Yes, of course. You have a legal right of withdrawal of 14 days after receiving your order.
It is important that you only try on dog coats, dog bags, and all other products at home – just as you would during a fitting in a retail store.
The items must not be worn outside, washed, or damaged.
If you would like to withdraw your order, please first contact me briefly via WhatsApp, email, or phone. Very often, a suitable solution can still be found together – for example, through a different size or a more suitable model.
Of course, your legal right of withdrawal remains unaffected.
Advice & Contact
WhatsApp / Phone: +49 151 72156454
Email: info@lucyandfly.com
