Refund policy

Return & Refund Policy

At Tivaro Pet, we want you and your pet to be happy with your purchase. Due to the nature of our fulfillment process and international shipping, we do not accept general returns or exchanges.

Returns

We currently do not accept returns for:

Change of mind
Ordering the wrong item
No longer wanting the product
Minor differences in color or appearance due to screen settings
Incorrect shipping information provided by the customer

Please review your order carefully before completing your purchase.

Refunds & Replacements

We may issue a refund or replacement if:

Your item arrives damaged
Your item arrives defective
You receive the wrong item
Your order is lost in transit and confirmed undelivered

To request a refund or replacement, please contact us within 7 days of delivery.

Please include:

Your order number
A description of the issue
Clear photos or videos showing the problem

Send requests to:

hello@tivaropet.com

Lost Packages

If tracking shows your package as delivered, but you did not receive it, please first check with:

Household members
Neighbors
Your local delivery carrier

Tivaro Pet cannot guarantee refunds for packages marked as successfully delivered by the shipping carrier.

Order Changes & Cancellations

Orders can only be changed or canceled within 12 hours of purchase. After processing begins, we may be unable to modify or cancel an order.

Processing Time for Refunds

Approved refunds are typically processed within 5–10 business days back to your original payment method. Depending on your bank or payment provider, additional processing time may apply.

Contact Us

If you have any questions regarding this policy, contact us at: