FAQ
Common Questions & Helpful Answers
Welcome to the Viva Essence Pet Help Center. Below you will find answers to the most common inquiries regarding our products, shipping, and care standards.
Shipping & Delivery
Do you ship worldwide? We are pleased to offer shipping to over 100 regions globally. Whether you are in New York, London, or Tokyo, we can deliver the Viva Essence experience to your door.
How long will delivery take? Orders are typically dispatched within 1-2 business days. Once shipped, delivery times range from 2 to 12 business days depending on your region. Please note that handmade items or periods of high volume may require slight additional time.
How can I track my package? Transparency is priority. Once your order leaves our facility, you will receive an automated email containing your tracking number. You can use this to monitor your package's journey via the carrier's website.
Orders & Returns
Can I cancel or modify my order after placing it? To ensure the fastest possible delivery, our fulfillment system is automated. This means that once an order is placed, it is immediately processed for packing. Therefore, we are unable to cancel or modify orders once they are confirmed. If you no longer need the item, please refer to our Return Policy upon receipt.
Important: Vacuum-Sealed Items
Why did my bed arrive in a flat package?
To reduce our carbon footprint and ensure shipping efficiency, larger items (like beds and cushions) are vacuum-compressed. Please note that once the vacuum seal is opened and the product expands, it cannot be returned as it is impossible to repackage for shipment.
What is your Return Policy? We accept returns on unused, unopened items within 30 days of purchase. Items must be in their original packaging with tags attached. Please visit our Return Policy page for full details.
My item arrived damaged. What should I do? If your product arrives defective or damaged during transit, please email us at info@vivaessencepet.com within 7 days. Please include your order number and clear photos of the damage, and we will arrange a replacement immediately.
Product Care & Quality
Are your materials safe and non-toxic? Absolutely. Our core philosophy is "Natural & Pure." We strictly select materials that are safe for pets and humans alike. We avoid harsh chemicals and prioritize eco-friendly, hypoallergenic fabrics and natural ingredients.
How do I choose the right size for my pet? We recommend measuring your pet's length and weight before purchasing beds or apparel. Each product page features a specific Size Guide. If you are between sizes, we generally recommend sizing up to ensure your pet has ample room to relax.
How do I clean my Viva Essence products? Most of our beds and fabric items feature removable, machine-washable covers. We recommend washing on a gentle cycle with cold water and mild, natural detergent. Please check the specific care tag on your product for detailed instructions.
When will a specific item be back in stock? We produce in small batches to ensure quality. If an item is sold out, we recommend signing up for the "Back in Stock" notification on the product page to be alerted immediately when it returns.
Payments
What payment methods do you accept? We accept all major credit cards (Visa, MasterCard, Amex), PayPal, Shop Pay, Apple Pay, and Google Pay. All transactions are encrypted and secure.
Still have questions?
We are here to help. Contact us directly at info@vivaessencepet.com.