Shipping & Returns
Effective date: 1 January 2026 · Last updated: 1 January 2026
Pawsitivet products are distributed by Veglia Imports Co., Ltd. from Bangkok, Thailand. This page sets out our shipping, delivery, and returns policy. By placing an order with us, you agree to the terms below in addition to our Terms & Conditions and Privacy Policy.
1. Where we ship
From launch we ship across Thailand. International shipping to nearby ASEAN markets (Singapore, Malaysia, Vietnam, Indonesia, Philippines) is being rolled out region by region — please contact us if your country is not yet listed at checkout. Some countries restrict the import of animal-origin products (including fish and meat); it is your responsibility to check that Pawsitivet may be lawfully imported into your destination country.
2. Estimated delivery times
- Bangkok metropolitan area: 1–2 business days after order confirmation.
- Elsewhere in Thailand: 2–4 business days.
- ASEAN (Singapore, Malaysia, Vietnam, Indonesia, Philippines): 5–10 business days, plus customs clearance time.
- Rest of world (case by case): 7–21 business days, plus customs clearance time.
Business days are Monday to Friday excluding Thai public holidays. Estimated delivery times are estimates, not guarantees. Couriers occasionally delay shipments due to weather, customs, addressing issues, or other factors outside our control.
3. Shipping cost
Shipping cost depends on the courier rate to your destination and the weight of your order. The exact amount will be shown to you at checkout before you confirm payment. We may run free-shipping promotions from time to time; the rules of each promotion will be shown on the relevant page or banner.
4. Packaging
Pawsitivet sachets are heat-sealed individually and packed inside a printed inner box (18 sachets per box). Boxes are then placed inside a protective outer shipper to reduce damage in transit. We use recyclable paperboard wherever possible and avoid unnecessary plastic.
Please inspect your parcel as soon as it arrives. If the outer carton is visibly damaged, take a photograph before opening it — that helps us if we need to claim against the courier.
5. Storage on arrival
Once your parcel arrives, store the sachets in a cool, dry place out of direct sunlight. Sachets should not be left in a hot vehicle or on a sunny windowsill. Each box carries a printed expiry ("EXP") date — please check this on arrival.
6. Order issues — wrong item, missing item, damaged in transit
If you receive the wrong product, a product is missing, or sachets arrive damaged or leaking, please contact hello@pawsitivet.com within 7 days of delivery with:
- your order number,
- a photo of the outer carton and any damage,
- a photo of the affected sachet(s) including the printed LOT and EXP information.
For confirmed shipping damage or fulfilment errors, we will arrange a free replacement of the affected sachets or, at our discretion, refund the affected portion of your order. You will not be asked to pay return postage on faulty or wrongly shipped items.
7. Returns of opened or partly used product
For food-safety reasons we cannot accept returns of sachets that have been opened, partly consumed, or that show signs of having been outside their original packaging. This is normal practice for ingestible pet products and protects all of our customers. The exception is the genuine-defect process described in section 6 above.
8. Returns of unopened product
If you have changed your mind, you may return unopened, undamaged outer boxes in their original retail condition within 14 days of delivery, provided the EXP date is at least 6 months in the future. Buyer is responsible for return postage and for the parcel arriving safely. We will refund the product cost (excluding original shipping) to your original payment method once we have inspected the returned items.
Please contact us first at hello@pawsitivet.com for a return reference and the correct return address — do not send returns to the head office address printed on the pack.
9. Refunds
Approved refunds are processed within 7–14 business days of us receiving and inspecting the returned product, or of agreeing the refund in writing for a damaged-in-transit case. Refunds are made to the original payment method. Bank or card processing times can add a few additional working days.
10. Cancellations and address changes
We aim to dispatch orders quickly, often within hours. If you need to cancel an order or change the delivery address, email us at hello@pawsitivet.com as soon as possible. We will accommodate the change if the order has not yet been handed to the courier. Once a parcel is in the courier's system, the address generally cannot be changed mid-route, and a refused parcel may incur return-to-sender fees.
11. Customs, duties, and taxes (international)
Prices on our site are in Thai Baht (THB) unless otherwise stated and exclude any import duties, GST/VAT, or local taxes that may apply at the destination country. Such charges are the responsibility of the recipient. If a parcel is rejected by customs or by the recipient and returned to us, we will refund the product cost minus shipping and any return-handling fees actually charged to us by the courier.
12. Subscriptions (future)
When we launch optional auto-replenishment subscriptions, the terms specific to subscriptions (renewal frequency, pause, skip, and cancel rules) will be added here and shown clearly at sign-up. You will always be able to skip a delivery or cancel a subscription from your account, with no penalty.
13. Wholesale and retail orders
Pet shops, veterinary clinics, online retailers, and regional distributors are welcome to apply for trade pricing. Trade orders are handled separately under a written supply agreement and are not subject to the consumer-return terms above. Please email partner@pawsitivet.com with your business name, registration number, and estimated monthly volume.
14. Questions
If you have any questions about shipping or returns, please contact us at hello@pawsitivet.com. A friendly human in Bangkok will reply, typically within one business day.