Shipping and Return Policies
Shipping Policy
At Vitopet.org, we prioritize delivering your pet's needs to you as quickly and securely as possible.
Order Preparation Time: Your orders are carefully prepared and handed over to the cargo company within 0-3 business days after payment confirmation. Any potential variations for custom-made or special order products will be communicated to you separately.
Shipping Carrier: All our shipments are made via our contracted cargo company, UPS.
Shipping Fee:
Shipping is free for purchases of 100£ and above.
For orders under 100£, the shipping fee is calculated based on the weight of the products and will be displayed on the order payment screen.
Delivery Time: After your order is handed over to the cargo company, delivery within UK generally takes a maximum of 4 business days. Public holidays and weekends may affect this duration.
Shipment Tracking: Once your order is shipped, you'll receive a cargo tracking number via SMS or email. You can easily track your shipment's status on the UPS website using this number.
Damaged Delivery: Please inspect your package in the presence of the courier upon delivery. Do not accept damaged, torn, or opened packages, and ask the courier to prepare a damage assessment report before returning the package. We kindly ask you to notify us of such situations as soon as possible via the Customer Service section on our website.
Return and Exchange Policy
At Vitopet.org, we aim for you to be 100% satisfied with your purchases. If for any reason you're not satisfied, you can easily return products under the following conditions.
Return Period: You can return your purchased product unconditionally within 14 days from the date of delivery.
Return Conditions:
Returned products must be unused, undamaged, in their original packaging, and in a resalable condition.
All accessories, invoices, and any promotional items sent with the product must also be returned completely.
For hygienic reasons and due to our sensitivity regarding pet health, we cannot accept returns or exchanges for opened food or treat packages, used cat litter, dirty or used pet beds/clothing, or similar products. Specific return conditions for certain products may be stated on their product description pages.
Return Process:
You can initiate your return request through the order screen on our website. Once your request is received, you'll be sent a special return shipping campaign code via SMS or email.
Send the product you wish to return, in its original packaging and with its invoice, via an UPS branch using the return shipping campaign code provided to you. When you send with this code, the return shipping fee will be covered by Vitopet.org.
Once the returned product reaches us and undergoes necessary checks, and if it meets the return conditions, your refund will be processed within 5-7 business days to the payment method you used for the purchase.
Exchange Process:
If you wish to exchange a product, the above return conditions apply. The product to be exchanged will be returned, and you'll need to create a new separate order for the new product.
For detailed information and exchange requests, please contact us via the Customer Service section on our website.
Contact
For any questions regarding shipping, returns, and exchange processes, you can easily reach us via the Customer Service section on our website. Our team will be happy to answer your questions as soon as possible.