Store and Order
Need help with an order, shipment, return, or product?
Browse the common solutions below or submit a support request, and our team will help you get things working again.
Store & Order FAQs
Choose a topic below to jump to the most relevant FAQs.
Orders and shipping
I placed an order but did not receive a confirmation email. What should I do?
Check spam, junk, promotions, and deleted folders, then search for Vetpocket. Confirm that you are checking the email address used at checkout.
If you still cannot find the confirmation, submit an Order Support Request with your name, checkout email, approximate order date, order total, and the last four digits or payment method type only if needed to locate the order. Never send a full card number.
How can I track my order?
Use the tracking link in your shipping-confirmation email. Tracking may take time to update after a label is created.
If the order has not shipped within the expected processing period, or tracking has stopped updating, submit an Order Support Request with your order number.
Why has my order not shipped yet?
Processing time can be affected by pre-order items, out-of-stock products, address questions, or high order volume.
If an order contains a pre-order item, the entire order may be held until that item is ready unless the product page or order confirmation states otherwise. Submit an Order Support Request if you want the team to review your specific order or discuss cancellation options.
Tracking says delivered, but I cannot find my package. What should I do?
1. Check your mailbox, porch, side doors, parcel lockers, and any safe delivery locations.
2. Ask household members, neighbors, or building staff whether they accepted it.
3. Review the carrier's delivery details and confirm the delivery city or postal code.
4. Allow a short period for a package marked delivered early to arrive.
If it is still missing, submit an Order Support Request with your order number, tracking number, and delivery address confirmation so the team can determine the next step.
Missing, wrong or damaged items
An item is missing from my order. What should I do?
Submit an Order Support Request and select Missing item. Include your order number, the missing product and quantity, and a photo of the packing slip or package contents if available.
The team will review the fulfillment record and arrange the appropriate replacement or next step.
I received the wrong item. What should I do?
Keep the item and packaging while the request is reviewed. Submit an Order Support Request with your order number, the item you expected, the item received, and clear photos of the product and shipping label.
The team will provide replacement or return instructions after reviewing the order.
My item arrived damaged. What should I do?
Submit an Order Support Request as soon as possible. Include photos of the damaged product, exterior packaging, interior packaging, and shipping label. Do not discard the packaging until the team has reviewed the request.
Changes, returns and refunds
Can I change my shipping address?
Submit an Order Support Request immediately with the order number and corrected address.
The address can usually be updated only before fulfillment or shipment. Once a package has been transferred to the carrier, Vetpocket may not be able to redirect it.
Can I change or cancel my order?
Contact the store immediately. If fulfillment has not begun, the team may be able to update or cancel the order.
If the order has already shipped, it generally cannot be canceled or changed in transit. You may need to wait for delivery and follow the return or exchange process. Shipping costs may apply depending on the circumstances.
Can I exchange an item after it has shipped?
Submit an Order Support Request before sending anything back. If the item is eligible, the team will provide exchange instructions.
For a preference-based exchange after the correct item was shipped, the customer may be responsible for return and replacement shipping. If Vetpocket sent the wrong or damaged item, the team will review the appropriate shipping solution.
How do I request a return or refund?
Submit an Order Support Request with your order number, the items involved, the reason for the request, and the condition of each item. Do not send products back before receiving return instructions.
Items generally need to be in their original condition for a standard return. Refund eligibility and shipping responsibility depend on the order circumstances and will be confirmed after review.
How long does a refund take to appear?
After a refund is processed, it is returned to the original payment method. The time required to appear depends on the bank or payment provider.
If you received a refund confirmation but do not see the funds after your payment provider's normal processing period, submit an Order Support Request with the order number and refund confirmation.
Products and bulk orders
When will an out-of-stock product return?
Restock timing varies by product and can change. Check the product page for availability or restock notifications. If you have an event deadline or need a specific quantity, submit a Store & Order inquiry with the product, quantity, and required date.
I need products for a school, hospital, event, or large group. Where should I go?
For institutional, team, educational, or bulk-order needs, use the Schools, Hospitals & Organizations contact path. Include the products, quantities, delivery location, required date, and whether you need a formal quote or invoice.
My order is needed by a specific date. Can delivery be guaranteed?
Include the event or deadline when ordering and in any support request. The team can review available inventory and shipping options, but carrier delays and pre-order timelines may prevent a guaranteed arrival date.
Still need help?
If the FAQs didn’t solve your issue, submit the form below and our support team will help.
