Order Policies & Instructions

The purpose of this policy is to ensure consistency of how orders are submitted, processed and fulfilled to Sales Reps, Demo Staff and Lucy Pet corporate staff. This procedure does not pertain to retail, e-commerce or distributors.

All requests for marketing supplies, samples, and promo items must be placed on the online Marketing Portal site.  We do not typically maintain large quantities of supplies at the Westlake Village warehouse, and some items may require longer lead times for re-orders for large quantities.

  • Quantities for fulfillment are subject to availability and pre-approved quantities. 
  • Large events that require significant quantities more than normal order limits should be communicated at least 30 days in advance to ensure sufficient stock. 
  • Major events may require longer lead times for imported items.
  • Special order items may have limited availability.
  • Tip for entering quantities: You may either use the “+” or “-“  sign to adjust quantities or you may overwrite a new quantity over whatever existing number is shown. 

Marketing Supply Orders should be submitted via online Marketing Portal site. Orders will auto-route to the appropriate Supervisor for approval.

Local CA-based Lucy Team members: We do not permit team members in the warehouse. Please submit orders with standard lead times and call ahead to request and schedule a pickup date/time. Do not show up at the warehouse unannounced, as your order may not be available to you. When you place your order, if you wish to pick up instead of having it shipped to you, please indicate this in the “Order Notes” section.

Required Lead Times for Processing:

  • Normal Orders/Events: 14 days lead time required.
  • New Hire Kits: 2 days lead time is permitted.
  • Rush Orders: 2 days lead time, requires approval from Rick or Joey.
  • For Special Events: Indicate event date and date supplies required to arrive (if different).
  • Orders will ship standard freight rates, expedited delivery requires Exec approval.
  • The online Marketing Portal site will be monitored Mon – Fri, excluding holidays.

PLEASE NOTE: Items will only remain in your shopping cart for 1 business day, and will be deleted if the order is not completed that day.