Made fresh to order
Fresh meals, cakes, soft rewards and many treat products are prepared for confirmed orders. Because these are perishable food products, they cannot be returned for a change of mind once prepared or delivered.
Returns and refunds
Fresh food policies, made clear.
VIE.PET prepares dog meals, treats, cakes and seasonal orders for delivery inside Val de Vie Estate. This policy explains how cancellations, delivery issues, returns and refunds are handled.
Last updated: 2 July 2026
Incorrect, damaged or unsafe items
If an item is incorrect, damaged on delivery, spoiled or not as described, contact us as soon as possible with the order details and a photo where helpful. We will assess the issue and arrange a replacement, credit or refund where appropriate.
Cancellations
Orders may be cancelled before preparation has started. Once ingredients have been allocated or preparation has begun, cancellation may not be possible for perishable or personalised products.
Refund timing
Approved refunds are processed back through the original payment method where possible. Bank and payment provider processing times may apply after VIE.PET submits the refund.
Delivery policy
Delivery is available inside Val de Vie Estate only. Customers choose an available delivery day and time window during checkout. If access details are incomplete or the customer is unavailable during the selected window, we will contact the customer to arrange the best practical next step.
Monday morning, 9am - 1pm
Monday afternoon, 2pm - 6pm
Wednesday morning, 9am - 1pm
Wednesday afternoon, 2pm - 6pm
Friday morning, 9am - 1pm
Friday afternoon, 2pm - 6pm
Subscriptions and next batches
Fresh meal subscription changes, recipe edits and cancellation requests should be made before the next batch is prepared. If a batch is already in preparation, the change may apply from the following delivery cycle.
Need help with an order?
Contact us with your order number, dog name and a short description of the issue. For delivery or product quality concerns, please contact us as soon as possible after delivery so we can assess the order while details are fresh.
Contact VIE.PET