1. How is the delivery of products and delivery time?

All products are shipped from Portugal by post, DHL. Delivery time depends on the country so you should add the products in the cart and before you pay you can check the shipping methods and costs.

2. What types of shipping available and the value?

Shipments are made by post and DHL and the price depends on the weight of the products. If you want to check the shipping costs you must add the items you want in the cart and confirm on the cart page or checkout the shipping amount. Before finalizing the payment, the shipping amount will appear

3. How can I track my order?

Once your order leaves our warehouse, within 24 hours you will receive an email with the tracking code, which you can follow through the post office website. If you do not receive the email, check your spam box. If you still can't find an email you can always contact our support to help.

4. Can I exchange my product?

You may request an exchange within 14 business days of receiving your order. To do this you must inform Vivapets via [email protected] or through our social networks which items you wish to exchange. Be aware of the following rules:

- You must send all the items you wish to exchange to our address;

- The amount of the shipment will be paid by the recipient;

- The product must not contain signs of use;

- The product must contain all labels intact;

After receiving the products, if all the requirements for exchange are met, we will exchange your product.

Important! This rule does not apply to pharmacological products.

5. Can I return my product?

If even after receiving your product, you wish to return your product, you may do so. To do you should contact Vivapets at [email protected] and expect a response with return information.

Once we receive the product (s) back - if you proceed according to all the information provided and the product (s) is received by us in its original packaging - we will review the case within 5 business days and we will contact you. In the event of a refund, it may take 5-10 business days to process. You will receive a confirmation email that your account has been credited as soon as your refund has been processed.

If instead of getting the refund for the returned product, you prefer to exchange it for another product, you can do it too! See how in the previous point.

Important! This rule does not apply to pharmacological products

6. What forms of payment Vivapets accept?

Vivapets accepts credit/debit card and Paypal

7. Can I cancel my purchase?

If your order has not left our warehouse yet, we will refund the full amount. If the order has already left our warehouse, point 5 applies (see above).

8. My product is sold out / discontinued

Without commitment or binding character, in case of stock outage, the customer can be contacted to be informed of the expected delivery of the desired products. The customer may also request replacement with similar products in stock.

At any time, Vivapets reserves the right to replace an article with a similar item without prior notice, and in case of doubt, replacement will benefit the user on the quality / value of the replacement product.

9. I can't sign in to my account

In our store there is the option to make a purchase without creating an account.

If you only made one purchase without creating an account, you can do so later. Simply click on “Create Account” and enter your details.

Once you've created your account, you'll be able to track the status of your future orders and more. Note that your previous information  will not appear in history.

If you have already created an account, please make sure our emails are in your spam folder. If so, you can mark us as “non spam” so you can receive our emails.

10. My order was not delivered

If your order has been exceeded, you can contact our team to find a solution.

Need help? You can contact our team via the contacts below.