Frequently Asked Questions

How long does shipping take?

Standard shipping takes 7–15 business days within the United States. Expedited shipping (3–7 business days) is available at checkout for $12.99.

Do you offer free shipping?

Yes! All US orders over $49 qualify for free standard shipping. The discount is applied automatically at checkout.

Can I change or cancel my order?

Orders can be changed or cancelled within 12 hours of placement. After that, the order may already be in processing. Email us immediately at support@vilmono.com with your order number.

How do I track my order?

You'll receive a tracking number via email once your order ships. Use our Track Order page or the carrier's website to follow your package.

Do you ship internationally?

Currently, we ship to the United States only. International shipping is coming soon!

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, and Google Pay.

Is my payment information secure?

Absolutely. All transactions are processed through Stripe and PayPal — both use 256-bit SSL encryption. We never store your card details.

Can I use a discount code?

Yes! Enter your code in the "Coupon Code" field on the cart or checkout page. Only one discount code can be used per order.

What is your return policy?

We offer 30-day returns on most items. See our full Return Policy for details.

My item arrived damaged. What do I do?

We're sorry to hear that! Please email support@vilmono.com with photos of the damage within 48 hours of delivery. We'll send a replacement or issue a full refund.

How long does a refund take?

Approved refunds are processed within 5–7 business days. Depending on your bank, it may take 3–5 additional business days to appear on your statement.

Are your products safe for pets?

Yes. We review every product for safety before adding it to our store. All products are pet-safe and non-toxic.

Do you sell food or treats?

We do carry pet feeding supplies and accessories. For food and treats, please note these items are final sale and cannot be returned once opened.

How do I know which size to order?

Each product page includes a size guide or measurement chart. When in doubt, measure your pet and compare to the chart provided.

Can I leave a product review?

Absolutely! After your purchase, you'll receive an email invitation to leave a review. We love hearing from our customers.

Do I need an account to order?

No, you can checkout as a guest. However, creating an account lets you track orders, save addresses, and access your purchase history.

How do I reset my password?

Click "Forgot Password" on the login page and enter your email address. You'll receive a reset link within a few minutes.

How can I contact you?

Email us at support@vilmono.com. We respond within 24 hours, Monday through Friday.

Do you have a phone number?

We currently operate through email support only, which allows us to give each customer our full attention and keep response quality high.