Order form
Complete the three sections below, then review your order before payment. Fields marked * are required.
- 1. Complete order form
- 2. Review information
- 3. Secure payment
Shipping, payment, returns and changes
Everything that applies to your order is on this page. By placing an order you agree to our terms of sale and use.
Shipping and delivery
How shipping is calculated
Shipping depends on the delivery country and the combined weight of your order. Each destination has a base charge that includes a set weight. Any charge for weight above that is shown in the table below and is rounded up to the next pound. The exact charge appears in your order summary before you pay.
Where we deliver
Minimum order weight
Orders to the United States may be any size. Orders to every other destination require at least 10 lb of product in total, for example two 5 lb packs or five 2 lb packs. The order summary tells you if your order is below the minimum. The weight included in the shipping charge is separate from this minimum.
Duties, taxes and customs
International orders may be charged import duties, taxes or customs fees by the destination country. These are not included in our shipping charge and are the responsibility of the recipient. Please check local rules before ordering.
Delivery times and address accuracy
Delivery times depend on the carrier, the destination and customs and are estimates, not guarantees. Please check your address carefully. We are not responsible for delays or non-delivery caused by an incorrect or incomplete address.
Damaged, lost or incorrect orders
If your parcel arrives damaged, contains the wrong item or does not arrive, contact us within 7 days of the delivery date or the expected delivery date. Include your order number and, for damage, photographs of the parcel and product. We will replace or refund the affected items.
Payment information
How payment works
You pay online through a third-party payment provider on its own secure pages. Carevia Pets does not receive or store your full card number. Prices and the order total are shown in US dollars.
When an order is confirmed
An order is confirmed only when the payment status page shows it as paid. If the status is pending or unsuccessful, the order is not confirmed. Please do not pay again until the status is clear.
If payment does not go through
Your details stay on the review screen so that you can check them and try again. If money has left your account but the order is not confirmed, contact us with your order number and the time of payment.
The amount you pay
The total in your order summary, including shipping, is the amount we charge. Currency conversion or bank fees applied by your card issuer are outside our control.
Returns and refunds
What can be returned
- Unopened, unused products in their original packaging may be returned within 30 days of delivery.
- Damaged, defective or incorrect products may be returned or replaced if you report the problem within 7 days of delivery.
- Opened products cannot be returned for change of mind, for reasons of animal health and safety.
How to request a return
Contact us
Send your order number, the product and the reason for the return to the email on the contact page.
Receive instructions
We will confirm whether the return is eligible and tell you where to send it. Please do not send items back before we reply.
Send the product
Pack it securely and keep your tracking details.
Refunds
Once we receive and inspect a returned product, we refund the product price to the original payment method. Refunds usually take a few business days to appear, depending on your bank. Original shipping charges are refunded only if the return is due to our error or a faulty product. For change-of-mind returns, return shipping costs, and any duties paid, are your responsibility.
If your dog has a reaction
Stop use and contact your veterinarian. Then contact us. We will treat your report seriously and will discuss a refund where appropriate. See product use and safety.
Changing or cancelling an order
Before payment you can edit everything on the review screen. After payment, contact us as soon as possible with your order number. We can change or cancel an order only if it has not yet been prepared for shipping. Once an order has shipped, the returns policy above applies.
Order FAQ
What details do I need to order?
Your dog’s name, breed, age, body weight, size category and sex; the name of the doctor who recommended the product; your name, email address and telephone number with country code; and a complete delivery address. Health concerns, allergies, medications and the doctor’s clinic are optional.
Why must I name the doctor who recommended the product?
Every order must name the veterinarian or other licensed veterinary professional who recommended the product for your dog. The details are kept with your order record and are used as described in our privacy policy.
Can I mix products and pack sizes?
Yes. You can combine any products and pack sizes in one order. The summary shows the total weight and the total cost.
Can I check my order before paying?
Yes. Complete the form and continue to review. Check the dog, owner, delivery, product and shipping details, and use “Edit details” to change anything.
Can I order for more than one dog?
The form collects one dog per order. Place a separate order for another dog.
Which suggested pack size should I choose?
The suggestion is a shopping guide only. Read the label and ask your veterinarian about suitability for your dog.
Contact about an order
Please include your order number.
| [email protected] | |
| Telephone | (512) 555-0142 |
| Hours | Monday to Friday, 9:00 a.m. to 5:00 p.m. Central Time |
| Mailing address | 4821 Larkspur Lane, Suite 120 Austin, TX 78745 United States |