Below FAQ are some common concerns of our clients before shopping at Vettsy.
If you have other questions, please just send it to email@example.com.
- Shipping & Tracking
- Return & Refund
- Order & Products
- Subscription Boxes
- One-Time Boxes
If you have an issue or question that requires immediate assistance, you can click the button below to chat live with our Customer Service representative.
If we aren’t available, drop us an email and we will get back to you within 20-36 hours!
Shipping & Tracking
Our shipping fee is $5.99. Free shipping on orders over $39.99, some remote country should over $59.99.
Packages from our warehouse in China will be shipped by DHL E-commerce or ePacket depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
This depends on where you are located.
The shipping time to US is about 2-3 weeks and to other areas is about 2-4 weeks. It will need more time for some remote country.
Yes! We ship to most countries in the world!
To determine if we ship to your country, enter your address in Checkout to see if there are available shipping options.
We have both warehouses in China and the US, and the shipping address depends on the items you ordered. If the package is shipped from our warehouse in China, it will be handed over to USPS when it arrives in CA, US. It usually takes 1-3 weeks to arrive here. That's the reason why the tracking status shows USPS Awaiting Items in CA. We are so sorry that the tracking status provided by the logistics company (in the US)can't show the shipping details. If you want to get the shipping details for your package, please feel free to contact us at firstname.lastname@example.org
After shipping out, you will receive a shipping confirmation E-mail, with tracking number and a link to the tracking site included. To track your order, please go to https://www.17track.net. Enter your tracking number and you can track your order.
You usually receive your package within 2-3 weeks. There may be the occasional delay due to Customs Clearance processes or sale season which are out of our control.
We recommend that you wait three business days and check your address. Carriers sometimes prematurely mark packages as delivered while they are still in transit. If you have not received your package after waiting three days, please contact the post office first. We will also contact the courier company soon to confirm, but due to the time difference, it will take some time.
If you haven't received your package after a month, please feel free to contact us, we will contact the delivery company to help you track your package.
Return & Refund
Please contact email@example.com. We will ask you to provide relevant product photos/videos and reply you within 24 hours. If you want learn more, please view our policy.
Oh no! We want you to have a flawless experience every time. So if you ever get products that don't meet your expectations, please provide relevant product photos/videos and reply you within 24 hours. If we confirm that the product is damaged or faulty, you can apply for a refund or resend, and we will handle it for you immediately.
Please reach out to us and we'll ship you the product right away or give you a better solution.
If we've run out of that item, we'll send another item of the same value to you immediately.
Order & Products
Currently we accept Credit Card Payments,Paypal, Affirm and Sezzle.
All orders can be canceled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be canceled.
We will do our best to assist you proceeding with any changes to your order. Any request shall immediately be addressed to our Customer Service by email at firstname.lastname@example.org.
Please contact us ASAP. We can modify the address for you until your package is shipped. If your package has been shipped out, we may not able to modify for you. And we are not responsible if a package is undeliverable because of missing, incomplete or incorrect destination information.
Discount code cannot be applied to mystery box and clearance products. To use your discount, please first make sure that you have copied all the right alphabets and numbers, with no space. If it still doesn’t work, please contact the Email email@example.com.
Due to the difference in resolution and color display in each monitor/screen, it's often tough to get an exact feel for the color until it arrives. This sometimes makes the color selection tricky when shopping online. For future orders, please feel free to contact us. Our team will be happy to guide you toward the right color.
How much is shipping?
If you don’t want to get products you already had or items you don’t like in the box, please leave a note when you check out. We will try our best to let your wish come true!
As the purchaser, it is your responsibility to make sure the address chosen at the time of checkout is the correct address. If the wrong address is added to your order- please contact us before your order ships out so we can get it adjusted.
YAS! We make sure every single new member who signs up for the subscription box on the Vettsy website gets a special free gift.
Nope—You can order any of the Vettsy Box whenever you’d like. There’s no subscription required. However, they won't be available forever, so grab yours asap when you still can. Don't regret when you miss it out!
All the Vettsy Boxes are not eligible for any discounts with purchase codes at this time.
Yes, Vettsy Points and gift cards can be used to purchase a Vettsy Box.
Some of the products in the Vettsy Boxes are picked randomly. If you don’t want to get products you already had or items you don’t like, leave us additional information when you check out. 'Vettsy Santa' will try his best to make your wish come true!
All sales are final. We do not accept returns or refunds on any of the Vettsy Boxes.
We’re really sorry if you received something damaged, sometimes the boxes may be handled a little too heavy in transit. Pop it into an email with a pic of the product, to firstname.lastname@example.org within 14 days of receiving, we’ll try our best to get it sorted for you!
Again, we’re really sorry you didn’t receive something inside your box, we can understand how frustrating that must be! Drop us an email at email@example.com within 14 days of receiving and we’ll sort it for you.