Frequently asked questions about Petlivo

Below are the questions Petlivo customers ask most often about ordering, shipping, returns, and product use. If your question is not listed, email support@petlivo.net and we will reply within one business day.

How long does shipping take?

Most US orders arrive within 7 to 15 business days after the order ships. Order processing takes 1 to 3 business days. Tracking is sent by email once your order leaves the warehouse.

Where do Petlivo products ship from?

Petlivo products ship from our fulfillment partners. Most products ship from international warehouses to keep prices accessible. We are transparent about this, and we test products extensively before adding them to the catalog.

What is the return policy?

30-day returns from the date of delivery. Items must be unused and in original packaging. The customer pays return shipping. Refunds are issued within 5 to 10 business days of the returned item being received at our warehouse. See the Refund Policy page for the full terms.

Do you offer free shipping?

Free shipping thresholds and promotional offers appear at checkout. Standard shipping rates calculate based on order weight and destination.

Are Petlivo products safe for cats?

Most products in the Petlivo catalog work for both cats and dogs. Each product page lists the species, weight range, and any breed-specific considerations. When in doubt, email support@petlivo.net with your cat's weight and age, and we will recommend the right size and style.

Are Petlivo products safe for senior pets?

Yes. The Petlivo catalog is designed with senior pets in mind, including joint-supportive bedding, lower bowl angles, soft-bristle grooming tools, and quiet nail grinders under 50 dB. Look for the senior tag on collection pages.

Can I cancel my order?

Yes, if the order has not yet shipped. Email support@petlivo.net with your order number within 12 hours of placing the order, and we will cancel and refund. Once shipped, the order falls under our standard return policy.

What if my order arrives damaged?

Email support@petlivo.net within 7 days of delivery with photos of the damage. We will arrange a replacement or full refund at no extra cost. Please keep the original packaging until the claim is resolved.

Do you ship internationally?

Currently Petlivo ships to the United States only. International expansion is on the roadmap. Sign up for the newsletter at the footer of any page to hear when new markets open.

How do I track my order?

A tracking number is emailed within 1 to 3 business days of placing the order. If no tracking email has arrived after 5 business days, check your spam folder, then email support@petlivo.net.

Is my payment information secure?

Yes. Petlivo uses Shopify Payments and other PCI-DSS Level 1 compliant processors. Petlivo never sees or stores your full card number.

How do I pick the right product for my pet?

For medical questions, talk to your vet. For wellness product recommendations based on age, breed, and behavior, email support@petlivo.net with a short description of your pet and the problem you want to solve. We will reply with two or three options and the trade-offs between them.