Answers to the questions we're asked most. If yours isn't here, email support@shoproavo.com and a real person will reply within one business day.
Orders and shipping
Where do you ship?
We ship to every address in the 50 US states. We don't currently ship internationally, to US territories, or to APO/FPO addresses.
How much does shipping cost?
Nothing. Shipping is free on every order, with no minimum spend and no handling fees.
How long will my order take?
Orders are processed within 1 to 3 business days, and most arrive within 7 to 12 days of being placed. Busy periods such as Black Friday and the December holidays can add a few days. If we can't ship your order within the time stated, we'll email you with a revised date and give you the option to cancel for a full refund.
How do I track my order?
We email you a tracking link as soon as your order ships. You can also sign in to your account at any time to see your order status. Tracking can take 2 to 3 business days to show its first update, so don't worry if it looks quiet at first.
Will my order arrive in one package?
Not always. If you order more than one item, they may arrive separately. You won't be charged anything extra.
My tracking says delivered, but I can't find it.
Check with neighbors and around your property, as carriers sometimes leave packages out of sight. If it still hasn't turned up, email us within 7 days and we'll help investigate with the carrier.
My order hasn't arrived. What now?
If it's been more than 12 days since you ordered, email us with your order number and we'll chase it with the carrier. If it hasn't arrived within 20 business days, we'll send a free replacement or give you a full refund, whichever you prefer.
Returns and refunds
What is your guarantee?
Every order comes with a 30-day money-back guarantee. If a product isn't right for your pet, email us within 30 days of delivery to request a refund.
How do I start a return?
Email support@shoproavo.com with your order number and a short note on what's wrong. We'll reply within one business day with the next steps, including the return address if we need the item back. Please don't send anything back without contacting us first.
Who pays for return shipping?
If the item is damaged, faulty or not what you ordered, we cover any return shipping. If you've changed your mind, return shipping is paid by you, and we'll confirm the return address before you send anything so there are no surprises. We recommend a tracked service.
How long do refunds take?
We process refunds within 2 business days of receiving your return. Refunds go back to your original payment method, and your bank or card issuer may take a further 5 to 10 business days to show it.
Can I cancel my order?
Yes, as long as it hasn't shipped. Email us as soon as possible and we'll cancel it and refund you in full.
Products
Do your products work for both cats and dogs?
Most of them do. A few are made for one or the other, such as our cat litter mat and our slow feeder bowl for dogs. Every product page says which pets it suits, along with any limits, such as a size that's better for smaller pets.
How do I choose the right size?
Each product page lists the size options and their measurements in centimeters and inches. If you're unsure, email us with your pet's breed and coat type and we'll recommend one.
Are your products safe?
Every product page explains how to use the product safely, including any limits. For example, our dematting comb page explains that severe matting close to the skin should be handled by a professional groomer. If your pet has a health condition, check with your vet before trying a new grooming or feeding product.
Why do you only sell a few products?
Because we'd rather explain a few products properly than list hundreds we can't stand behind. We only add a product when it solves a real problem and meets our standards.
Payments and security
What payment methods do you accept?
All major credit and debit cards, plus the express payment options shown at checkout. All prices are in US dollars.
Is it safe to pay on your website?
Yes. Payments are processed by our secure payment provider over an encrypted connection. We never see or store your full card details.
Do you charge sales tax?
Sales tax is added at checkout where it applies, based on your shipping address.
How do I use a discount code?
Enter it in the discount code box at checkout. Only one discount code can be used per order. New subscribers to our email list receive a 10% code for their first order.
When will I be charged?
Your payment is taken when you place your order. If we cancel your order for any reason, we refund you in full.
Your account and privacy
Do I need an account to order?
No. You can check out as a guest. An account lets you see your order history and track orders in one place.
What do you do with my information?
We use your details only to process and deliver your order, support you, and, if you've opted in, send you emails. We don't sell your personal information. Full details are in our Privacy Policy.
How do I unsubscribe from emails?
Click the unsubscribe link at the bottom of any email from us. You'll still receive emails about any orders you place.
Still have a question?
Email support@shoproavo.com or use the form on our Contact page. A real person reads every message and replies within one business day, Monday to Friday.
Roavo is a trading name of Vanguard Essentials LLC.