DOUXO Skin & Coat SPA Sensitive Skin-Soothing Shampoo

This Shipping Policy outlines how Zilvet processes, packages, and delivers orders within the United States. It provides complete transparency regarding shipping costs, timelines, and responsibilities to ensure customers have a clear understanding of how and when their pet care products will arrive.

1. Shipping Coverage

Zilvet currently ships orders only within the United States. Deliveries outside the U.S. are not available at this time. Orders placed with an address outside the service area will be canceled and refunded.

2. Flat Shipping Rate

All orders are subject to a flat shipping rate of $5 USD. This charge covers order handling, specialized secure packaging for pet care products, carrier costs, and delivery to the customer’s specified address. The shipping cost remains fixed regardless of destination or order size within the United States.

3. Processing Time

Zilvet’s standard processing time is 1–3 business days from the date an order is confirmed.

• Orders placed before 5 PM (GMT-05:00) are processed the same day whenever possible.
• Orders placed after this cutoff time are processed the next business day.

4. Transit Time

After processing, orders typically reach customers within 2–4 business days through standard ground shipping. Transit times may vary depending on the customer’s location or carrier factors, but Zilvet works closely with its delivery partners to maintain consistent shipping performance.

5. Total Delivery Timeline

The total delivery window is approximately 3–7 business days, combining both processing and transit periods. Customers receive tracking details by email once their order has been shipped.

6. Tracking and Notifications

Each shipment includes a tracking number sent to the customer’s registered email address. If a customer does not receive tracking details within three business days after placing an order, they should contact support at support@zilvet.shop.

7. Delivery Methods

Zilvet uses reliable national carriers for deliveries. It is important that customers ensure the address and contact information are correct before submitting an order, as changes cannot be made after dispatch.

8. Failed Deliveries or Incorrect Addresses

If a delivery attempt fails due to an incorrect address, the package may be returned to Zilvet. Customers are responsible for reviewing address accuracy before submission. If a reshipment is needed, the customer may be responsible for additional delivery costs.

9. Split Shipments

Orders containing multiple items may be shipped separately depending on inventory location. Customers will receive individual tracking details for each parcel. Split shipments do not affect the flat shipping rate; it remains $5 USD per order.

10. Damaged Packages

If a package arrives damaged, customers should take clear photos of the packaging and its contents. They must report the issue to the Zilvet support team within a reasonable time after delivery to initiate a resolution according to the Return and Refund Policy.

11. Delivery Confirmation and Missed Deliveries

All deliveries require confirmation through the carrier’s tracking system. If the carrier attempts delivery and no one is available, they may make another attempt or hold the package at a local facility. Customers are responsible for monitoring tracking and coordinating with the carrier for pickup if needed.

12. Lost or Missing Packages

If a package is lost in transit, customers should contact support promptly. Zilvet will initiate an investigation with the carrier. Once confirmed, the case will be resolved in accordance with the store’s Return and Refund Policy.

13. Order Changes After Checkout

Once an order has been submitted and payment confirmed, Zilvet cannot modify shipping details or item quantities. If a critical error is detected before shipment, customers should contact support immediately to see if an adjustment is possible.

14. Responsibility After Delivery

Once an order is marked as delivered by the carrier, ownership transfers to the customer. Zilvet is not responsible for packages stolen or misplaced after successful delivery confirmation.

15. Holidays and Weekends

Zilvet processes and ships orders during standard business days — Monday through Friday, excluding public holidays. Orders placed over weekends or holidays are processed the following business day.

16. Contact for Shipping Support

For assistance with tracking numbers, delays, or other delivery-related inquiries, customers can reach the support team at support@zilvet.shop during business hours.

This Return and Refund Policy explains how Zilvet handles product returns, exchanges, and refunds. It is designed to ensure complete clarity and fairness for all customers who wish to return or exchange items purchased through the Zilvet online store.

By placing an order, customers agree to the terms outlined in this policy. Zilvet recommends reviewing this page before completing a purchase to understand all return and refund conditions.

Return Eligibility

Zilvet accepts returns for both defective and non-defective products. Customers may return any item within 90 days from the date of delivery, provided it meets the conditions listed below:

• The product must be in its original condition, unused, with all parts, accessories, and original packaging intact.
• Pet care products showing signs of use, altered packaging, or broken safety seals may not qualify for return due to safety and hygiene reasons, unless found defective upon arrival.
• The customer must include proof of purchase, such as the order number or confirmation email.
• Items returned after the 90-day window are not eligible for a refund or exchange.

Return Period

Customers have up to 90 days from the date of delivery to initiate a return request. The request must be made in writing by contacting support@zilvet.shop during business hours. After approval, the customer will receive detailed instructions, including the return address.

Accepted Reasons for Return

Zilvet accepts returns for the following reasons:

• The product arrived defective or damaged (e.g., leaking bottles, broken containers).
• The wrong product was shipped.
• The customer changed their mind (non-defective return).

Exchanges

Exchanges are accepted within the 90-day window. This applies if the customer prefers a replacement for a defective item or wishes to exchange a product for another item of similar value, subject to availability.

Condition of Returned Items

To ensure eligibility for a full refund or exchange, items must be returned in their original condition. This includes:

• Original box, labels, protective seals, manuals, and containers.
• No signs of use, damage, or misuse.
• No missing components or alterations to the product’s packaging or formula.

Return Process

1. Contact the Zilvet support team via email to request a return authorization.
2. Provide the order number, reason for return, and photographs if the product is damaged or defective.
3. Once approved, follow the instructions provided to ship the item back.
4. Ship the item using a trackable shipping service. Customers are responsible for providing tracking information.

Return Shipping Costs

The customer is responsible for the cost of the return shipping label, unless the product is defective or incorrect due to a fulfillment error. Zilvet is not responsible for lost or untraceable return shipments; therefore, a trackable method is recommended.

No Restocking Fees

Zilvet does not charge any restocking fees for returned items. Customers receive a full refund of the product’s purchase price, subject to condition verification.

Refund Timeline

Refunds are processed within 14 business days after Zilvet receives and inspects the returned item. The refund is issued to the original payment method. Depending on the payment provider, it may take additional days for the refund to reflect in the account.

Non-Returnable Items

Certain items may not be eligible for return, including:

• Products that have been opened, used, or have broken safety/hygiene seals.
• Items missing original packaging or accessories.
• Products damaged or contaminated after delivery.

Damaged or Defective Products

If a pet care product arrives defective or damaged (such as a broken pump or cracked bottle), customers should notify Zilvet immediately with clear photos. After review, Zilvet will assist by sending a replacement, offering an exchange, or approving a refund. All claims must be made within the 90-day return window.

Incorrect Item Received

If the wrong item is received, Zilvet will cover the return shipping cost and arrange a replacement or refund. Customers should contact support with order details and photos of the incorrect product.

Return Approval and Inspection

Once the item reaches the return center, it is inspected for compliance. This includes checking the condition of the product, its seal, packaging, and any included accessories. Customers are notified by email once the review is complete.

Refund Method

Refunds are always processed to the original payment method used during checkout. If that method is no longer valid, the customer must inform Zilvet before refund approval for alternate arrangements.

Contact for Returns

Customers can contact Zilvet’s customer support team at support@zilvet.shop for assistance with returns, refunds, or exchanges during standard business hours.

This Payment Policy describes how payments are processed, which methods are accepted, and what customers can expect during and after placing an order with Zilvet. The purpose of this policy is to maintain clarity and trust in all financial transactions conducted through the website.

1. Accepted Payment Methods

Zilvet accepts the following secure and widely recognized payment method:

• Mastercard
• Visa
• American Express
• UnionPay
• Apple Pay
• Google Pay

All payments must be completed online at the time of purchase. No cash, check, or COD (Cash on Delivery) payments are accepted.

2. Currency and Charges

All prices displayed on the website are listed in U.S. Dollars (USD). The total cost of each order includes the product price, applicable taxes, and a flat shipping rate of $5, as clearly stated before checkout. Zilvet does not apply any hidden fees or additional processing costs beyond what is displayed during the checkout process.

3. Payment Authorization

When a customer places an order, the selected payment method is authorized immediately. Once the payment is confirmed, the order enters the processing phase. Orders are not shipped until payment has been successfully received and verified.

4. Security of Transactions

All payment transactions are encrypted through secure third-party payment gateways. Zilvet does not store or have access to complete card information. Payment processors are responsible for ensuring transaction compliance with the Payment Card Industry Data Security Standard (PCI DSS). Customers can verify the security of their session by checking for the “https://” prefix and the padlock icon in their browser’s address bar.

5. Order Confirmation

Once payment has been successfully processed, customers receive a confirmation email that includes:

• The order number
• Product details (model/type and specifications)
• Billing and shipping address
• The total amount charged
• The expected processing and delivery timelines

6. Failed or Declined Payments

In the event of a failed or declined payment, the system automatically cancels the pending order. Zilvet does not reserve inventory for failed transactions. Customers may attempt to reorder once the issue with their payment method has been resolved.

7. Billing Information

Customers are required to provide accurate and complete billing information that matches the details on their payment method. Incorrect billing details may cause delays or order cancellation.

8. Payment Verification

To maintain payment security, Zilvet may request additional verification if a transaction appears inconsistent or flagged by automated systems. This is designed to prevent unauthorized transactions and protect the customer.

9. Cancellations and Refunds

Orders can only be cancelled if payment has been made but the order has not yet entered the shipping phase. Refunds for cancelled orders are issued through the same payment method used for purchase. Zilvet initiates refunds within 14 business days of approving a cancellation or receiving a returned product.

10. Taxes and Compliance

Applicable state and local taxes are calculated automatically at checkout based on the delivery address provided. Zilvet complies with relevant tax regulations and includes the total payable amount clearly before the order is finalized.

11. Payment Disputes

In the event of a payment dispute, Zilvet encourages customers to reach out directly at support@zilvet.shop before initiating a chargeback. Direct communication allows the issue to be reviewed and resolved efficiently.

12. Fraud Prevention

Zilvet monitors transactions for signs of fraud or misuse. Any order identified as suspicious may be delayed, canceled, or refunded at Zilvet’s discretion.

13. Policy Modifications

Zilvet may update this Payment Policy when necessary to comply with new regulations, payment provider requirements, or improvements in security systems.

14. Contact for Payment Inquiries

For questions related to payments, refunds, or billing discrepancies, customers can reach the Zilvet support team at support@zilvet.shop during business hours for direct assistance.