Frequently Asked Questions

How long does shipping take?
Shipping times vary as it depends on your location. The average shipping times is 7-15 business days. If your order takes longer than 15 business days please contact us here.
I have entered an incorrect address what do I do now?
If you have miss spelled or auto filled in a incorrect address, simply reply to your order conformation email and confirm. Once you double check if the address given is wrong kindly notify us via email at support@virtuepaws.com. If the given address is wrong we can change the address to the correct one within 24 hours.
How do I track my order?
You can track your order by clicking here
How much does shipping cost?
We are proud to offer our customers FREE TRACKED shipping on all orders.
Where will my order be shipped from?
All orders will be shipped from the US.

How do I change or cancel my order?
If you need to cancel or make any changes to your order please email support@virtuepaws.com within 6 hours of making your purchase with the subject line of this email must read 'CHANGE OF ORDER' or 'CANCEL ORDER' and our friendly team will get back to you ASAP.
I didn't receive a confirmation email?
Please make sure you check all folders in your inbox including the junk and spam folders. If you still cannot find your confirmation email please email support@virtuepaws.com With your first and last name that was used for the order.
What currency is used on the Virtuepaws website?
All orders are processed in USD. For your convenience, we have a currency converter on our site which will automatically convert the price to your local currency. However this for an indication only, Virtuepaws process all orders in USD. While the content of your cart will be displayed in your local currency, you will checkout using USD at the most current exchange rate. This is the reason your confirmation email amount may differ to the amount on your bank statement.
I am not happy with my order, can it be returned? What if there is an issue?
We offer a 100% money back guarantee as well as lifetime warranty! if the product is defective or damaged just email us at support@virtuepaws.com and let us know what happend with your order. Our friendly team will issue you a refund or replacment. 
I have a question that wasn't answered, can you please help?
Absolutely! Please send us an email to support@virtuepaws.com and we will be happy to assist you in any way we can. We do receive a large number of emails, If you wish to get a prompt response please attach your order number and address the problem clearly, thanks!