Shipping and Delivery Terms

Thank you for supporting VITALWAVE! To ensure you and your furry companions receive your desired products as quickly as possible, we offer professional and fast delivery services. Below are our shipping and delivery terms:

1. Shipping and Delivery Time

• Shipping Location: All our products are uniformly packaged and dispatched from our warehouse in Wan Chai, Hong Kong.

• Processing and Delivery Time: After order confirmation, we will arrange shipment within 5 business days. The actual delivery time will depend on the local logistics provider.

2. Shipping Regions, Fees, and Free Shipping Thresholds

We currently support shipping to the following regions, with detailed shipping costs as follows:

💡 Friendly Reminder:

• The order amount is based on the final payment amount after all discount codes and coupons have been applied.
  

3. Order Tracking

After your product has been dispatched, the system will automatically send a "Shipment Notification" email to your registered email or phone number, which will include your tracking number. You can use this number to track the latest delivery status of your package at any time.

If you have any questions regarding shipping, please feel free to contact our online customer service or email our customer service team.

Returns and Refunds Policy

We have a 45-day or 90-day return policy, which means you have 45 or 90 days from the date of purchase to request a return. For specific return periods for different products, please refer to the "Purchase Notice" at the bottom of the product details on the product page.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase for this store.

To start a return, you can contact us at E-mail: hello@vwpet.com or WhatsApp: +852 92096058.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at E-mail: hello@vwpet.com or WhatsApp: +852 92096058.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

EU 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at E-mail: hello@vwpet.com or WhatsApp: +852 92096058.