Returns & refunds

You have 30 days from the date your order is delivered to request a return. Items must be unused, in their original condition and in their original packaging with any tags attached.

Email hello@vivapetsforever.com with your order number and the item(s) you'd like to return. We'll reply with the return address and instructions.

Please do not ship items back before contacting us — returns sent without prior authorization may be delayed or refused.

Customers are responsible for return shipping costs unless the product arrived damaged, defective or was sent in error. We recommend using a tracked service; we can't refund items lost in return transit.

Once your return is received and inspected, we'll email you to confirm approval. Approved refunds are issued to the original payment method within 5–10 business days. Original shipping charges are non-refundable except where a product was damaged, defective or incorrectly shipped.

The fastest way to get the correct size or color is to place a new order and return the original for a refund. If you'd prefer a direct exchange, let us know and we'll do our best to accommodate based on stock.

For hygiene and safety reasons, the following are final sale and cannot be returned unless they arrive damaged or defective:

• Items that have been used, worn or washed
• Consumables, treats and food items
• Items marked as final sale or clearance
• Gift cards

If your order arrives damaged, defective or incorrect, email us within 7 days of delivery with your order number and clear photos. We'll arrange a replacement or refund at no cost to you.