SHIPPING POLICY

Last updated: 08/29/2026

Contact: hello@try-vivapaws.com

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1. WHERE WE SHIP
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VivaPaws currently ships to addresses within the United States, including
Alaska, Hawaii and U.S. territories. We do not currently ship to PO Boxes
outside of USPS-served routes, APO/FPO addresses, or international
destinations. If your address cannot be served, we will contact you at the
email address on your order.

Orders are dispatched from our international fulfillment center.

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2. SHIPPING COST
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Shipping is free on all orders. There are no handling fees, no surcharges
and no minimum order value to qualify.

All applicable import duties and taxes on cross-border shipments are paid by
VivaPaws. You will not be asked to pay any customs fee, duty or brokerage
charge on delivery.

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3. PROCESSING TIME
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Orders are processed within 48 business hours of being placed.

Business hours exclude weekends and public holidays. Orders placed on a
Friday, on a weekend, or on a holiday begin processing on the next business
day. During promotional periods or unusually high order volume, processing
may take slightly longer, and we will notify you if that is the case.

Once your order has been processed, it cannot be modified or cancelled. See
Section 8.

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4. DELIVERY TIME
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Estimated delivery time is 6 to 12 business days after dispatch.

Total estimated time from order to delivery is therefore approximately 7 to
14 business days.

Delivery estimates are estimates, not guarantees. Transit times can be
affected by carrier volume, weather, customs processing, incorrect or
incomplete addresses, and public holidays. These delays are outside our
control.

If we are unable to ship your order within the time stated above, we will
notify you by email and offer you the choice of consenting to a revised
shipping date or cancelling your order for a full and prompt refund.

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5. ORDER TRACKING
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A tracking number is issued as soon as your order is dispatched and is sent
to the email address on your order.

Tracking information can take 24 to 72 hours to begin displaying scans after
the number is issued. If your tracking has not updated after 5 business
days, email hello@try-vivapaws.com with your order number and we will
investigate.

If you have not received a shipping confirmation email, please check your
spam and promotions folders before contacting us.

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6. LOST OR STOLEN PACKAGES
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If a package is confirmed lost or stolen, we will send you a replacement
free of charge.

A package is considered confirmed lost or stolen when either:

  - the carrier has completed an investigation and formally declared the
    package lost, damaged in transit or undeliverable; or
  - tracking shows the package as delivered, you have not received it, and
    you have provided us with a written statement to that effect after
    checking with your household, building management and immediate
    neighbors.

To open a claim, email hello@try-vivapaws.com within 30 days of the last
tracking update, with your order number and a short description. We aim to
resolve claims within 5 business days of receiving the information we need.

Replacement is limited to one per order. Repeated claims on the same
customer account may be reviewed before a replacement is issued.

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7. INCORRECT OR INCOMPLETE ADDRESSES
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It is your responsibility to enter a complete and accurate shipping address
at checkout, including apartment, unit or suite number.

If a package is undeliverable, returned to sender, or delivered to the wrong
location because of an address error made at checkout, we will reship the
order at your expense. We will contact you with the reshipment cost before
proceeding. Alternatively, you may request a refund of the product value,
less the shipping cost already incurred on the original attempt.

If you notice an error immediately after ordering, email
hello@try-vivapaws.com with your order number and the corrected address. We
will do our best to update it before dispatch, but we cannot guarantee
changes once processing has begun.

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8. CHANGES AND CANCELLATIONS
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Orders can be modified or cancelled only before they enter processing.
Email hello@try-vivapaws.com as quickly as possible with your order number.
Once an order has been processed or dispatched, it cannot be changed or
cancelled, and any request will be handled under our Refund Policy.

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9. DAMAGED OR INCORRECT ITEMS
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If your order arrives damaged, leaking, or containing the wrong item, email
hello@try-vivapaws.com within 7 days of delivery with your order number and
photos of the packaging and the product. We will send a replacement or issue
a refund at no cost to you, and you will not be asked to return the item.

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10. CONTACT
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For any question about shipping, delivery or tracking:

VivaPaws
Email: hello@try-vivapaws.com

We reply to all emails within 1 business day.