Verification 

We will send you a confirmation email once your order is verified. After verification, in principle, the orders will not be cancelled during this period, considering handling process already start, but we will try our best to communicate with you via email or phone to find a good solution.

How do you ship packages?

Packages from our warehouse in China will be shipped by DHL E-commerce or ePacket depending on the weight and size of the products. Packages shipped from our US warehouse are shipped through USPS.

Do you ship worldwide?

To determine if we ship to your country, enter your address in Checkout to see if there are available shipping options. 

We ship to the following regions: Australia, Austria, Belgium, Brazil, Bulgaria, Canada, Colombia, Cook Islands, Denmark, Finland, France, French Polynesia, Germany, Greece, Hong Kong SAR China, Iceland, India, Indonesia, Ireland, Israel, Italy, Japan, Kiribati, Laos, Macao SAR China, Malaysia, Mexico, Nauru, Netherlands, New Zealand, Niue, Norfolk Island, Norway, Philippines, Pitcairn Islands, Poland, Portugal, Russia, Samoa, Saudi Arabia, Singapore, Solomon Islands, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Timor-Leste, Tokelau, Tonga, Turkey, Tuvalu, Ukraine, United Arab Emirates, United Kingdom, United States, Vanuatu, Vietnam, Wallis & Futuna.

Countries	Standard Shipping Fee	Free Shipping Condition
Brazil, Colombia, Israel, Mexico, Saudi Arabia, United Arab Emirates, Ukraine	$5.99	$59.99 and up
other countries we  ship to	$5.99	$39.99 and up

 

What about customs?

We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.

How long does shipping take?

Shipping time varies by location. These are our estimates:

1-3 weeks for United States, Australia, and most of European countries;

2-5 weeks for Canada, Russia, Italy, France, Spain, Israel, Philippines, and some other countries.

*This doesn’t include our 2-5 day processing time.

*Kindly note that the delivery time will vary during holidays or limited edition launches.

*We are not liable for deliveries that are affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fees, or back end charges incurred.

Note: the logistics is not stable in some countries during this special period, thus may cause some shipping delay. Please be patient, thanks for your understanding.

P.O BOXES

We don't recommend use P.O Box address, for our special line logistics don't accept this address. If an order is made with a P.O box address, delivery will be attempted but in the event that the delivery is failed and items are sent back to us or lost, we will not compensate or perform any order replacements.

Freight Forwarders

We do not accept freight forwarder addresses. If an order is made with freight forwarders address and cannot be delivered, we will not compensate or perform any order replacements.

Do you provide tracking information?

Yes, when your order is ready to be shipped, you will receive a shipment confirmation email that contains your tracking information: shipment details, your tracking number, and a link to the tracking site. To track the order, please click on the tracking number on the email. If you haven’t received tracking info within 5 days, please contact us.

My tracking says “no information available at the moment”.

For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

Will my items be sent in one package?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.

If you have any other questions, please contact us and we will do our best to help you out.

Shipping Protection Policy

Claim filed too soon

If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion Vettsy may ask you to wait 5 business days before resolving the claim. Carriers (FedEx, USPS) sometimes prematurely mark the package as delivered when it’s still in transit.

Package marked delivered but missing package

Vettsy considers this as stolen. At our discretion, Vettsy requires a police report when the customer’s order is over $500.00 and is marked as delivered but is missing the package. The customer will need to file the police report and send Vettsy the police report number. Order issues must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or found around the customer’s premise. If the customer input the correct address at checkout and the package was delivered to the wrong address, Vettsy will cover the shipment.

IMPORTANT: We are not responsible if a package is undeliverable because of missing, incomplete or incorrect destination information. Please enter the correct shipping details when checking out. If you realize you have made an error in your shipping details, kindly e-mail us at service@vettsy.com as soon as possible.