FAQ
What is your returns policy?
We want you to be happy with your purchase from PetVast. If you are not satisfied with your order, you may return eligible items within 30 days of delivery for a refund or exchange, subject to the conditions in our Refund Policy.
What are the shipping options?
We currently offer shipping within the United States only. Delivery options include:
- Standard Shipping: 7 to 15 business days.
- Express Shipping: 5 to 8 business days.
Please note that delivery times are estimates and may vary depending on carrier delays or other factors outside our control.
What international taxes, duties, or fees do I have to pay?
We currently ship within the United States only, so international duties and import taxes do not apply to most orders. If this changes in the future, any applicable customs charges or import fees will be the responsibility of the customer.
When will I receive my order?
Most orders are processed within 1 to 2 business days after payment confirmation. Orders are not processed or delivered on weekends or public holidays.
What should I do if I never received my order?
If your order has not arrived within the estimated delivery window, please contact us at support@petvast.com or call +1 (251) 930-6634. We will review your tracking information and help you locate the package.
What should I do if I receive a defective or damaged order?
If your order arrives damaged or defective, please contact us within 7 days of delivery at support@petvast.com with your order number and photos of the issue. We will review the case and provide a replacement, refund, or other resolution as appropriate.
How do I make changes to an order I’ve already placed?
If you need to change or cancel your order, please contact us as soon as possible at support@petvast.com. Once an order has been processed or shipped, we may no longer be able to make changes.
How is the product made? Where do the materials come from?
Our products are selected with a focus on quality, usefulness, and customer value. When relevant, we work with suppliers who provide product and material information so we can offer clear and accurate details to our customers.
How do I make sure I order the right size or the right product?
Please review the product description, dimensions, and product images carefully before placing your order. If a size chart or compatibility guide is available on the product page, we recommend using it to choose the right item.
How do I contact your company if my question isn’t answered here?
You can contact us anytime by email at support@petvast.com or by phone at +1 (251) 930-6634 during business hours, Monday to Friday, 9:00 AM to 5:00 PM EST.
What payment methods do you accept?
We accept the payment methods shown at checkout, which may include major credit cards and other available payment options.
Do you offer returns?
Yes, eligible items can be returned according to our return policy. Items must usually be unused and in original condition.
How do you pack your items to ensure safe transport?
We carefully package items to help protect them during transit and ensure they arrive in good condition.
How do I know my payment has been received?
If your payment is successful, you will receive an order confirmation email. If you do not receive one, please contact us at support@petvast.com.
How do I track my order?
Once your order has shipped, you will receive a confirmation email with your tracking number and tracking link, when available.
What if my tracking number is not working?
Sometimes tracking updates take a little time to appear. If your tracking number still shows no results after 24–72 hours, contact our support team.
Can I change or cancel my order?
If your order has not been processed yet, we may be able to change or cancel it. Contact support as soon as possible after placing the order.