Faq
Ordering & Payment
How can I place an order?
Simply browse our products, add items to your cart, and proceed to checkout. You'll need to create an account or check out as a guest.
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay for your convenience.
Is my payment information secure?
Absolutely. We use SSL encryption and never store your full payment details on our servers.
Shipping & Delivery
What are your shipping options?
We offer standard (3-5 business days), expedited (2-3 business days), and express (1-2 business days) shipping options.
Do you ship internationally?
Yes, we ship to most countries worldwide. Shipping costs and delivery times vary by destination.
How can I track my order?
Once your order ships, you'll receive a tracking number via email that you can use to monitor your package's progress.
Returns & Refunds
What is your return policy?
We accept returns within 30 days of delivery for unused, unopened products in their original packaging. Some exclusions apply.
How do I initiate a return?
Contact our customer service team to request a return authorization. You'll receive instructions for returning your item.
When will I receive my refund?
Refunds are processed within 3-5 business days after we receive your return. It may take additional time for your bank to post the credit.
Product Information
Are your products safe for my pets?
All our products meet strict safety standards. We carefully vet all manufacturers and suppliers to ensure quality and safety.
Where are your products sourced from?
We work with trusted suppliers worldwide, with many products sourced from the USA and EU to ensure high quality standards.
Do you offer product recommendations?
Our customer service team can provide personalized recommendations based on your pet's breed, age, and specific needs.
Customer Service
How can I contact customer service?
You can reach us via email at [email protected], through our live chat feature, or by phone at +1 (800) PET-LOVE during business hours.
What are your customer service hours?
Our team is available Monday-Friday, 9am-6pm EST, and Saturday 10am-4pm EST.
Do you have a loyalty program?
Yes! Our VivaPetra Rewards program offers points for every purchase that can be redeemed for discounts on future orders.