We're here to help 🐾
Questions about your order, a product, or just need some pet advice? We reply within a few hours.
Send us a message
Monday–Saturday, 9am–7pm (GMT+1)
Return any item within 30 days for a full refund. Email us first and we'll guide you through it.
Send us a photo and we'll send a replacement or full refund — no need to return the item.
Quick answers
Where is my order?
Once your order ships you'll get a tracking link by email. If it's been over 14 days, email us at contact@vaultik.shop with your order number.
Can I cancel or change my order?
Email us as soon as possible. We can cancel or modify before it's dispatched — usually within a few hours of ordering.
Are your products safe for pets?
Yes — every product is verified non-toxic and pet-safe before we list it. We check materials and certifications on every item.
What sizes are available?
Size options are shown on each product page. For products like mats and beds, we list S, M, L and XL. When in doubt, size up — pets prefer more space!
My item arrived damaged — what do I do?
Take a photo and send it to us. We'll send a replacement or issue a full refund straight away. You don't need to return the damaged item.
Is checkout secure?
Yes. Payments go through Shopify Payments and PayPal — both PCI-DSS compliant. We never see or store your card details.