We're here to help with questions about orders, shipping, returns, sizing, and products. If you can't find the answer you need, email support@vevajoy.com.
1. Orders
How do I place an order?
Choose your preferred product, size, and color, add the item to your cart, and complete checkout.
Can I change or cancel my order?
Contact us as soon as possible. We will do our best to make changes or cancel your order before it is processed or dispatched. Once processing or shipping has begun, changes may no longer be possible.
2. Shipping
Where do you ship?
We currently ship to the United States, Canada, and the United Kingdom.
How much does shipping cost?
Standard shipping is free on orders of $49 USD or more. For orders under $49 USD, a $5.9 USD shipping fee applies.
How long does delivery take?
| Destination | Estimated Total Delivery Time |
|---|---|
| United States | 7–14 business days |
| Canada | 7–14 business days |
| United Kingdom | 7–11 business days |
These estimates include 2–3 business days for order processing. No additional processing time needs to be added.
Business days are Monday through Friday, excluding public holidays. Delivery times are estimates and may be affected by customs or carrier delays.
For details, visit our Shipping Policy.
How can I track my order?
Once your order ships, we will email your tracking information. Please allow 24–48 hours for tracking updates to become available.
If your order is delayed or you need tracking assistance, please contact us.
3. Returns and Exchanges
Can I return my order?
You may request a return within 30 days of delivery. Items must meet the eligibility conditions in our Refund Policy.
Please contact us before sending an item back.
Can I exchange an item?
You may request an exchange within 30 days of delivery, subject to item eligibility and stock availability.
Customers are responsible for return shipping and shipping of the exchanged item. We will confirm any applicable shipping costs and price differences before proceeding.
For damaged, defective, or incorrect items supplied by us, we cover the necessary shipping costs.
Please see our Refund Policy for full details.
What if my item arrives damaged, defective, or incorrect?
Email us with your order number and clear photos showing the issue. We will review your request and arrange an appropriate replacement or refund at no additional cost.
4. Products and Sizing
How do I choose the correct size?
Check the product’s Size Guide and measure your pet before ordering. Sizes can vary between products, so please use the guide for the specific item you are purchasing.
If you need help, email us with the product name and your pet’s measurements.
How should I use and care for my product?
Follow the instructions provided for the specific product. Check the fit and condition regularly, and stop using any item that becomes damaged or unsafe.
5. Payments
What payment methods do you accept?
Available options include credit cards, PayPal, Google Pay, and Apple Pay. Payment availability may depend on your device, browser, and location. The options available for your purchase are shown at checkout.
How are payments processed?
Payments are handled by third-party payment service providers through the checkout process. We do not store complete credit card numbers or card security codes in our store records.
6. Need More Help?
Email support@vevajoy.com or use the form on our Contact Us page.
For order-related questions, please include your order number and the email address used at checkout.
We typically respond within 1–2 business days, excluding weekends and public holidays.