Información de contacto
Last updated: May 7, 2026
Thank you for visiting Vivali Pets.
We are here to help with questions about your order, shipping, returns, refunds, products, privacy requests and general customer support.
Vivali Pets operates exclusively as an online store. We do not operate physical retail locations, showrooms, pickup points, return counters or in-person customer service locations.
For all enquiries, please contact us by email at:
1. How to contact us
For any question or request, please email us at:
To help us assist you faster, please include as much relevant information as possible in your message.
2. Order support
If your question is about an existing order, please include:
- your full name;
- your order number;
- the email address used to place the order;
- a clear description of your request.
You can contact us about:
- order confirmation;
- order status;
- shipping updates;
- tracking information;
- delivery delays;
- missing items;
- incorrect products;
- damaged products;
- order cancellations, where possible.
3. Shipping and tracking questions
For shipping or tracking enquiries, please contact:
Please include your order number and tracking number, if available.
Before contacting us, please note that tracking updates may take some time to appear after shipment, especially for international or cross-border deliveries.
For more information, please review our Shipping Policy.
4. Returns and refunds
For return, refund or exchange requests, please contact us before sending any product back.
Email:
Please include:
- your order number;
- the product you want to return;
- the reason for your request;
- photos or videos, if the item is damaged, defective or incorrect.
Please do not send any product back without receiving return instructions from us first.
Vivali Pets does not operate physical return counters or in-person return locations.
For more information, please review our Returns & Refunds Policy.
5. Product questions
If you have a question about a product before purchasing, contact us at:
Please include the product name or product link so we can better assist you.
We can help with questions about:
- product details;
- size or measurements;
- intended use;
- general suitability;
- care instructions;
- product availability.
Please note that Vivali Pets does not provide veterinary, medical, nutritional or professional pet health advice. If your pet has a medical condition, allergy, injury or special care requirement, please consult a qualified veterinarian before purchasing or using any product.
6. Damaged, defective or incorrect products
If your product arrives damaged, defective or incorrect, please contact us as soon as possible at:
Please include:
- your order number;
- clear photos or videos of the product;
- photos of the packaging, if relevant;
- a short explanation of the issue.
We will review your request and provide the next steps by email.
7. Privacy and personal data requests
For privacy-related questions or requests, including requests related to personal data, please contact:
You may contact us to request:
- access to your personal data;
- correction of inaccurate data;
- deletion of your data;
- restriction of processing;
- withdrawal of consent;
- marketing opt-out;
- other privacy-related rights available under applicable law.
For more information, please review our Privacy Policy and Cookie Policy.
8. Online-only customer support
Vivali Pets is an online-only store.
We do not offer:
- telephone customer support;
- in-person customer support;
- physical retail shopping;
- showroom visits;
- local pickup;
- physical return counters;
- in-person exchanges;
- walk-in appointments.
All support is handled by email at:
9. Response time
We aim to respond to customer enquiries as soon as reasonably possible.
Response times may vary depending on the nature of your request, order volume, holidays or the amount of information needed to review your case.
To avoid delays, please include your order number and all relevant details in your first message.
10. Contact details
Vivali Pets
Website: vivalipets.com
Email: support@vivalipets.com
Vivali Pets operates exclusively as an online store. We do not operate physical retail locations and we do not provide in-person customer support.