FAQ
Find answers to the most common questions about our products, orders, shipping, returns, and more. If you cannot find the answer you are looking for, please contact us at support@petvari.com or call us at +1 (251) 373-4770. We are available 24 hours a day, 7 days a week.
Orders
How do I place an order?
Placing an order is simple. Browse our store, select the product you want, choose the appropriate size or variant if applicable, and click Add to Cart. When you are ready, proceed to checkout, enter your shipping and payment details, and confirm your order. You will receive an order confirmation email shortly after.
Can I modify my order after placing it?
Orders can typically be modified within 24 hours of placement. After 24 hours, the order may have entered processing and changes may no longer be possible. Please contact us immediately at support@petvari.com with your order number if you need to make any changes.
Can I cancel my order?
You may cancel your order within 24 hours of placing it, provided it has not yet been shipped. To cancel, please email us at support@petvari.com with your order number in the subject line as soon as possible. If the order has already been shipped, cancellation is no longer possible, but you may request a return after delivery.
How long does order processing take?
All orders are reviewed, verified, and processed within 1 to 3 business days after payment is successfully received and confirmed. You will receive a shipping confirmation email with your tracking number once your order has been dispatched.
Will I receive a confirmation email after placing my order?
Yes. You will receive an order confirmation email immediately after your order is placed. Once your order has been shipped, you will receive a second email containing your tracking number and shipping details. Please check your spam or junk folder if you do not see these emails in your inbox.
Why has my order not been confirmed yet?
Orders are confirmed within 1 to 3 business days after payment is received. If you have not received a confirmation email after 3 business days, please check your spam folder first. If you still cannot find it, contact us at support@petvari.com and we will investigate immediately.
Can I place an order as a guest without creating an account?
Yes. You can complete your purchase as a guest without creating an account. However, creating an account allows you to track your orders, view your order history, and enjoy a faster checkout experience in the future.
Shipping
Where do you ship?
We currently ship to the United States only. We do not ship to international addresses, P.O. Boxes, APO, FPO, or DPO addresses at this time.
What shipping options are available?
We offer two shipping options at checkout:
| Shipping Method | Cost | Estimated Total Time |
|---|---|---|
| Standard Shipping | $10.00 | 9 to 18 business days |
| Express Shipping | $30.00 | 4 to 11 business days |
Total estimated time includes order processing time of 1 to 3 business days plus transit time.
How do I track my order?
Once your order has been shipped, you will receive a confirmation email containing your tracking number and a link to track your shipment. Tracking information may take 24 to 48 hours to become active after your order is dispatched. If you have not received a tracking number within 5 business days of placing your order, please contact us at support@petvari.com.
My tracking number is not working. What should I do?
Tracking information can take up to 48 hours to become active after your order is shipped. If your tracking number is still not working after 48 hours, please contact us at support@petvari.com and we will look into it immediately.
My order shows as delivered but I have not received it. What should I do?
If your tracking shows delivered but you have not received your package, please:
- Check around your delivery address including mailbox, front door, back door, and with neighbors
- Check with other members of your household
- Wait 2 additional business days as packages are sometimes marked as delivered slightly early
- Contact us at support@petvari.com if the package still cannot be located
We will work with the carrier to investigate and resolve the issue as quickly as possible.
Can I change my shipping address after placing my order?
If you need to change your shipping address, please contact us immediately at support@petvari.com. We will do our best to update the address before the order is shipped. Once an order has been dispatched, we are unable to change the shipping address.
Why is my order delayed?
Delivery times are estimates and may occasionally be affected by factors beyond our control, including carrier delays, weather conditions, high-demand periods, or peak holiday seasons. If your order has not arrived within the estimated delivery window, please contact us at support@petvari.com and we will investigate the delay.
Returns and Refunds
What is your return policy?
We accept returns within 30 days of delivery. To be eligible for a return, the item must be unused, unopened, and in its original packaging with all tags and accessories intact. Please review our full Return and Refund Policy for complete details.
How do I start a return?
To initiate a return, please contact us within 30 days of delivery at support@petvari.com with the following information:
- Your order number
- The reason for the return
- Clear photos of the item and its packaging
Our team will review your request within 1 to 2 business days and provide you with return instructions. Please do not ship any item back without prior authorization.
How long does it take to receive my refund?
Once your returned item has been received and approved, your refund will be processed to your original payment method within 5 to 10 business days. You will receive a confirmation email once the refund has been issued. The time it takes for the refund to appear in your account may vary depending on your bank or card issuer.
Will I be refunded the shipping cost?
Original shipping fees are non-refundable unless the return is due to an error on our part, such as a wrong or defective item. If the return is for personal reasons, the original shipping fee will not be included in the refund.
Who pays for return shipping?
If the return is due to our error, such as a wrong item, defective product, or damaged item, we will cover the return shipping cost. If the return is for personal reasons, such as a change of mind or wrong size ordered, the customer is responsible for return shipping fees.
Can I exchange an item?
We currently offer exchanges for defective or damaged items and for wrong size or color, subject to stock availability. To request an exchange, please follow the same process as a return and specify the desired replacement item in your email to support@petvari.com.
I received a damaged or defective item. What should I do?
We sincerely apologize for the inconvenience. Please contact us within 7 days of delivery at support@petvari.com and include your order number along with clear photos of the damaged or defective item and its packaging. We will arrange a free replacement or issue a full refund as quickly as possible. In most cases, you will not need to return the defective item.
I received the wrong item. What should I do?
We apologize for the mistake. Please contact us within 7 days of delivery at support@petvari.com with your order number and a photo of the item you received. We will send you the correct item at no additional cost and arrange the return of the incorrect item if necessary.
Payment
What payment methods do you accept?
We accept all major credit cards and debit cards, as well as other payment methods available at checkout. All transactions are processed securely through trusted third-party payment providers.
Is my payment information secure?
Yes. All payments are processed securely through trusted third-party payment providers. We do not store or have direct access to your full credit card or debit card information. Our website uses secure encryption technology to protect your personal and payment data.
Why was my payment declined?
Payments can be declined for various reasons, including insufficient funds, incorrect card details, or your bank flagging the transaction. Please double-check your payment information and try again. If the problem persists, please contact your bank or try a different payment method. You can also reach us at support@petvari.com for assistance.
Will I be charged any additional fees?
The price displayed at checkout is the final price you will pay, including any applicable taxes. We do not add hidden fees or additional charges after your order is placed. Shipping costs are displayed clearly at checkout before you confirm your order.
Can I use multiple payment methods for one order?
At this time, we only accept one payment method per order. If you have a discount code or store credit, you may apply it during checkout before completing payment.
Products
Are your products safe for pets?
Yes. The safety of your pet is our top priority. All products available in our store are carefully selected to meet quality and safety standards. We only offer products that we would feel comfortable using with our own pets.
How do I choose the right size for my pet?
Each product page includes a size guide with measurements and recommendations to help you choose the correct size for your pet. If you are unsure, please contact us at support@petvari.com and we will be happy to help you find the right fit.
Are your products suitable for all dog or cat breeds?
Our products are designed to accommodate a wide range of breeds and sizes. Each product page includes specific size, weight, and breed recommendations. Please review the product details carefully before purchasing. If you have any questions, our team is happy to assist.
Do your products come with a warranty?
We stand behind the quality of every product we sell. If a product is defective or does not match its description, please contact us within 30 days of delivery and we will arrange a replacement or refund. Please review our Return and Refund Policy for complete details.
Account
Do I need an account to place an order?
No. You can complete your purchase as a guest without creating an account. However, creating an account allows you to track your orders, view your order history, save your shipping information, and enjoy a faster checkout experience.
How do I create an account?
Click on the account icon at the top of our website and select Create Account. Enter your name, email address, and a password to register. You can also create an account during the checkout process.
I forgot my password. How do I reset it?
Click on the account icon at the top of our website, select Log In, and then click Forgot Password. Enter your email address and we will send you a password reset link. If you do not receive the email, please check your spam folder or contact us at support@petvari.com.
How do I update my account information?
Log in to your account and navigate to your account settings to update your personal information, shipping address, or password. If you need further assistance, please contact us at support@petvari.com.
Contact and Support
How can I contact customer support?
You can reach our customer support team at any time through the following channels:
- Email: support@petvari.com
- Phone: +1 (251) 373-4770
Our team is available 24 hours a day, 7 days a week and will respond to all inquiries within 24 hours.
How quickly will I receive a response?
We respond to all inquiries within 24 hours, including weekends and holidays. For urgent matters, we recommend calling us directly at +1 (251) 373-4770.
How do I report a problem with your website?
If you encounter any technical issues while browsing our website or during checkout, please contact us at support@petvari.com and describe the issue in as much detail as possible. We will work to resolve it as quickly as possible.
Still Have Questions?
If you did not find the answer you were looking for, our customer support team is always ready to help.
Petvari — operated by VELWER LLC
Address: 30 N Gould St STE R, Sheridan, WY 82801, United States
Email: support@petvari.com
Phone: +1 (251) 373-4770
Our customer support team is available 24 hours a day, 7 days a week. We respond to all inquiries within 24 hours.
Petvari — operated by VELWER LLC
30 N Gould St STE R, Sheridan, WY 82801, United States
support@petvari.com | +1 (251) 373-4770