Política de envío
Last updated: May 7, 2026
At Vivali Pets, we want your shopping experience to feel simple, clear and reliable. This Shipping Policy explains how we process, ship and deliver orders placed through our online store.
Vivali Pets operates exclusively as an online store. We do not operate physical retail locations and we do not provide in-person customer support.
For any shipping, delivery, tracking or order question, please contact us by email at:
1. Shipping method
Vivali Pets offers free standard shipping on orders placed through our website:
vivalipets.com
Unless otherwise stated at checkout, standard shipping is provided free of charge.
At this stage, Vivali Pets does not offer in-store pickup, local delivery or collection from a physical location.
2. Delivery time
Our estimated delivery time is:
Up to 15 days
This estimated delivery time begins from the date your order is confirmed and successfully processed.
Please note that delivery times are estimates and may vary depending on your country, carrier, fulfilment location, customs procedures, public holidays, weather conditions, high-demand periods or circumstances outside our reasonable control.
3. Order processing
After you place an order, we will review and process it before shipment.
Order processing may include:
- payment confirmation;
- order verification;
- product preparation;
- fulfilment processing;
- carrier handover.
Once your order has been shipped, you may receive a shipping confirmation email with tracking information where available.
4. Shipping destinations
We currently ship to selected countries available at checkout.
If your country or region is not available at checkout, this means we may not currently offer shipping to your location.
Available shipping destinations may change from time to time depending on logistics, supplier availability, carrier coverage and operational requirements.
5. Free shipping
Vivali Pets offers free standard shipping unless otherwise stated during checkout.
Free shipping covers the standard delivery method selected by Vivali Pets or its fulfilment partners.
Free shipping does not necessarily include:
- customs duties;
- import fees;
- local taxes not collected at checkout;
- carrier handling fees;
- premium or express delivery services, if offered separately.
Any available shipping options and applicable charges will be shown before you place your order.
6. Tracking information
When tracking is available, you will receive tracking details by email after your order has been shipped.
Tracking updates may take a few days to appear after shipment, depending on the carrier and fulfilment partner.
If your tracking information has not updated for several days, this does not always mean the package is lost. Cross-border shipments may sometimes experience periods without tracking updates while the package is in transit, customs or carrier transfer.
If you have concerns about your tracking status, please contact us at:
7. Separate shipments
Some orders may be shipped in separate packages.
This may happen when:
- products are fulfilled from different locations;
- items have different processing times;
- suppliers ship items separately;
- one product is ready before another;
- logistics partners split the shipment.
If your order arrives in separate packages, you will not be charged additional shipping fees for standard delivery.
8. Delivery delays
While we aim to deliver orders within the estimated timeframe, delays may occasionally occur.
Delivery may be delayed due to:
- customs processing;
- carrier disruptions;
- incorrect or incomplete shipping information;
- public holidays;
- weather conditions;
- high order volume;
- supplier or fulfilment delays;
- international transport delays;
- events outside our reasonable control.
If your order is delayed, please contact us at:
We will review the situation and help you with available information.
9. Incorrect or incomplete shipping address
You are responsible for providing a complete and accurate shipping address at checkout.
Please make sure your:
- full name;
- street address;
- apartment, unit or building number;
- postal code;
- city;
- country;
- email address;
are correct before placing your order.
Vivali Pets is not responsible for delivery delays, failed delivery, lost packages or returned orders caused by incorrect, incomplete or outdated shipping information provided by the customer.
If you notice an error in your shipping address, contact us as soon as possible at:
We will do our best to help, but we cannot guarantee changes after an order has been processed or shipped.
10. Failed delivery attempts
If a carrier attempts delivery and the package cannot be delivered, the carrier may:
- attempt delivery again;
- leave a delivery notice;
- send the package to a pickup point;
- hold the package temporarily;
- return the package to the sender.
It is your responsibility to follow carrier instructions, collect the package when required and provide any information necessary for delivery.
If a package is returned because it was refused, unclaimed or undeliverable due to customer-provided information, we may deduct shipping, return shipping or handling costs from any refund where permitted by law.
11. Customs, duties and import charges
Depending on your delivery country and the fulfilment location of your order, your package may be subject to customs procedures, import duties, VAT, local taxes or carrier handling fees.
Where possible, applicable charges will be shown at checkout.
If any additional duties, taxes or import charges are not collected at checkout, they may be charged by local customs authorities or carriers before delivery.
Vivali Pets is not responsible for delays caused by customs procedures.
12. Lost packages
If your order appears to be lost, please contact us at:
Please include:
- your order number;
- the email address used to place the order;
- tracking information, if available;
- your shipping address.
We may investigate the issue with the carrier or fulfilment partner.
Depending on the situation, we may offer a replacement, refund or another suitable solution in accordance with applicable consumer protection laws and our policies.
13. Damaged packages
If your package arrives damaged, please contact us as soon as possible at:
Please include:
- your order number;
- photos of the damaged package;
- photos of the damaged product;
- a short description of the issue.
Please keep the packaging until we have reviewed your request, as it may be needed for carrier investigation.
14. Missing items
If you receive your order and believe an item is missing, please contact us at:
Please include:
- your order number;
- the item you believe is missing;
- photos of the package and items received.
Before contacting us, please note that some orders may arrive in separate packages.
15. Refused packages
If you refuse delivery of a package without prior agreement from Vivali Pets, the package may be returned to the sender.
In such cases, we may deduct shipping, return shipping, customs, carrier or handling costs from any refund where permitted by law.
If you wish to return a product, please follow our Returns & Refunds Policy instead of refusing delivery.
16. No physical pickup or return location
Vivali Pets is an online-only store.
We do not offer:
- in-store pickup;
- local pickup;
- physical customer service;
- physical return counters;
- in-person exchanges;
- showroom visits.
All customer support is handled by email at:
17. Changes to this Shipping Policy
We may update this Shipping Policy from time to time to reflect changes in our shipping methods, delivery partners, fulfilment process, countries served or legal requirements.
The updated version will be posted on this page with a revised “Last updated” date.
18. Contact us
For any shipping, tracking, delivery or order question, please contact us at:
Vivali Pets
Email: support@vivalipets.com
Website: 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.