How do I place an order?
Simply browse our Shop, select the product you love, choose your preferred size and color, and click “Add to Cart”. When you’re ready, proceed to checkout and follow the steps to complete your purchase.
Can I personalize my pet products?
Yes. Many of our products support customization, including embroidery of your pet’s name, choice of colors, and size selection. Look for the personalization options on each product page before adding to cart.
How do I submit my pet’s name for embroidery?
On supported products, you’ll see a text field labeled “Pet Name” or “Custom Text” on the product page. Simply type in the name or text you’d like embroidered, and we’ll take care of the rest.
What if I entered the wrong customization details?
Please contact us immediately at support@vippaw.store with your order number. If your order hasn’t entered production yet, we can update the details for you.
How long does shipping take?
Standard shipping within the US typically takes 15–20 business days. International shipping may take 10–30 business days depending on your location. Customized products may require an additional 2–3 business days for production.
How much does shipping cost?
Shipping costs are calculated at checkout based on your location and the weight of your order. We offer free standard shipping on all US orders over $49.
Do you ship internationally?
Yes. We ship to over 30 countries worldwide. International shipping rates and delivery times vary by destination and will be displayed at checkout.
How can I track my order?
Once your order ships, you’ll receive a confirmation email with a tracking number. You can also track your order anytime on our Track Order page.
What is your return policy?
We offer a 30-day return policy for most products. Items must be unused, in original packaging, and in the same condition you received them. Customized/personalized items are non-returnable unless defective.
How do I initiate a return?
To start a return, please email us at support@vippaw.store with your order number and the reason for return. We’ll provide you with return instructions and a return authorization.
Can I exchange an item?
Yes. If you need a different size or color, please contact us at support@vippaw.store. We’ll help you place a new order and process the return for the original item.
When will I receive my refund?
Refunds are processed within 5–10 business days after we receive and inspect your returned item. The refund will be issued to your original payment method.
How do I find the right size?
Each product page includes a detailed Size Guide with measurements. We recommend measuring your pet carefully—measure the neck, chest, and back length—and comparing to our size chart before ordering.
What materials are your products made of?
We use high-quality, pet-safe materials including soft cotton blends, durable polyester, and non-toxic dyes. Specific material information is listed on each product page.
Are your products safe for pets?
Absolutely. All VIPpaw products are designed with pet safety in mind. We use non-toxic materials, secure fastenings, and avoid small parts that could be a choking hazard.
How should I care for/wash my VIPpaw products?
Care instructions vary by product. Generally, we recommend machine washing in cold water on a gentle cycle and air drying. Please refer to the care label on your specific item.
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, American Express, Discover), PayPal, Apple Pay, and Google Pay. All transactions are processed securely through Stripe.
Is my payment information secure?
Yes. VIPpaw.store uses SSL encryption and Stripe’s PCI-DSS compliant payment processing. We never store your full credit card details on our servers.
Can I use multiple payment methods?
Currently, we only support one payment method per order. If you’d like to split your purchase across multiple payment methods, please place separate orders.
Do you charge sales tax?
Sales tax is calculated at checkout based on your shipping address and applicable local tax rates.
How do I contact customer support?
You can reach us by email at support@vippaw.store or through our Contact page. We typically respond within 24 hours on business days.
Do I need an account to place an order?
No. You can check out as a guest. However, creating an account lets you track orders, save your shipping details, and view your order history.
How do I reset my password?
Click “Lost your password?” on the login page, enter your account email, and we’ll send you a password reset link.
Can I cancel or modify my order?
Please contact us as soon as possible at support@vippaw.store. We’ll do our best to accommodate changes if your order hasn’t been processed yet.