Refund policy

Shipping, Returns, Refunds and Cancellation Policy

Shipping Coverage

This policy applies to shipping addresses within the United States for which a shipping option is available and the shipping fee can be calculated at checkout.

If no shipping option is available for an address during checkout, we are currently unable to deliver to that address.

Order Processing

Orders are normally processed within 1–3 business days.

Business days do not include weekends or public holidays. Processing time refers to the period between order confirmation and the package being handed over to the shipping carrier.

Order Cut-Off Time

The daily order cut-off time is 12:00 p.m. Japan Standard Time (JST).

Orders placed after the cut-off time may begin processing on the following business day.

Estimated Delivery Time

Standard shipping normally takes approximately 10–30 business days after dispatch.

Including the 1–3-business-day processing period, the estimated total delivery time is approximately 11–33 business days from the date the order is confirmed.

Delivery times are estimates under normal circumstances and are not guaranteed. Delays may occur due to severe weather, carrier congestion, customs procedures, address problems, or other circumstances beyond our reasonable control.

If your order is significantly delayed beyond the estimated delivery period, please contact us at order@vevorio.com.

Shipping Fees

Standard shipping within the United States costs US$9.90.

  • Orders with a product subtotal of US$69 or more qualify for free standard shipping.

  • Orders with a product subtotal below US$69 are charged a US$9.90 standard shipping fee.

The shipping fee displayed at checkout is the final applicable shipping fee.

Seven-Day Return Period

You must contact us at order@vevorio.com within seven calendar days of delivery to request a return.

Return requests submitted more than seven calendar days after delivery will not be accepted, except where otherwise required by applicable law.

Eligible Change-of-Mind Returns

Eligible products may be returned for non-quality-related reasons within seven calendar days of delivery.

To qualify for a change-of-mind return, the product must:

  • Be unused and unwashed;

  • Be clean and in resalable condition; and

  • Include the original packaging, tags, accessories, and other included components whenever applicable.

Defective, Damaged or Incorrect Products

You may request a return, refund, replacement, or other appropriate remedy if:

  • The product is materially different from its description;

  • The product has a manufacturing defect, fault, or assembly problem;

  • The product was damaged during shipping;

  • You received the wrong product; or

  • The product does not provide a major feature or function expressly stated on the product page.

A product submitted for a claim involving a defect, incorrect shipment, or shipping damage will not become ineligible solely because it was reasonably opened and inspected.

Non-Returnable Products

The following products are not eligible for change-of-mind returns:

  • Customized, personalized, or special-order products;

  • Clearance or Final Sale products;

  • Products clearly identified and sold as having minor imperfections; and

  • Used or contaminated pet products that cannot be resold for hygiene reasons.

Any applicable return restriction will be clearly stated on the product page before purchase.

These restrictions do not exclude claims involving undisclosed defects, incorrect products, or shipping damage.

Return Procedure

Returns are accepted by mail only. Do not send a product back without prior authorization.

To request a return, contact order@vevorio.com. If your return is approved, we will provide the return address and return instructions.

The product must be shipped within 14 calendar days after return authorization is issued. If the product is not shipped within this period, the return request will be considered abandoned.

Products returned without prior authorization may not be accepted.

Return Shipping Costs

For approved returns involving a defective product, incorrect product, or shipping damage, we will cover reasonable return shipping costs or provide a prepaid return shipping label.

For change-of-mind returns, the customer is responsible for the return shipping costs.

Refund Processing

After we receive and inspect the returned product, approved refunds will be issued to the original payment method within 5–10 business days.

Your bank, card issuer, or payment provider may require additional time to process and post the refund to your account.

Refund of Original Shipping Charges

For an approved return involving a defective product, incorrect product, or shipping damage, the standard shipping fee originally paid may also be refunded.

For a change-of-mind return, the original shipping fee is non-refundable. If the original order qualified for free shipping, the customer is responsible only for the cost of returning the product.

Reporting Shipping Damage, Missing Parts or Incorrect Products

If your product arrives damaged, has clearly missing parts, or is not the product you ordered, please contact order@vevorio.com within seven calendar days of delivery.

Please provide:

  • Your order number;

  • Photographs of the product;

  • Photographs of the external packaging; and

  • A description of the problem.

This information will help us investigate and resolve the issue as quickly as possible.

Order Cancellations

You may request to cancel an order within 24 hours after it is placed.

Orders cannot be cancelled after the 24-hour cancellation period. A cancellation request does not take effect until our customer service team confirms that the order has been successfully cancelled.

Approved refunds for successfully cancelled orders will be issued to the original payment method. The time required for the refund to appear in your account depends on your bank or payment provider.

Changes to Orders and Shipping Addresses

If you need to change your order information or shipping address, contact order@vevorio.com as soon as possible and within 24 hours after placing the order.

After the 24-hour period, we cannot accept changes to products, order details, or shipping addresses.