Customer Care

Return Policy

Unfortunately, due to the nature of our products, once an order has shipped, we are unable to offer refunds, returns, or exchanges. All sales are final. Vetro.us.com reserves the right to refuse any returns at any time.

If you wish to cancel an order prior to shipping, or have any questions, please contact our Customer Care at usa.vetro@gmail.com

Purchases from Other Vendors

Unfortunately, our Customer Care team is unable to assist you with any Vetro purchases made outside of our website Vetro.us.com . Please reach out to the vendor you purchased from for assistance.

Can I return a gift that was purchased for me?

Unfortunately, we have a no return, refund, or exchange policy. We apologize for any inconvenience this may cause!

I don’t like the color/product I bought. What can I do?

As all colors appear differently on different screens, we recommend all customers to look up swatches of colors and product reviews on other websites. We do our best to describe colors of products, however actual represented colors may vary from the manufacturer. The customer takes full responsibility in choosing to proceed with their purchase. We cannot accept returns or exchanges because the color purchased was not to the customer's expectation, or different from the represented color swatch or description.

What happens if my package is returned after it is shipped?

If you return your order to us:

Unfortunately, due to the nature of our products, our return policy does not offer returns! All sales are final. If you choose to return your order to us, the order will be refused at our HQ once it is determined to be an unauthorized return.

If your package was returned to us by USPS:

We’re so sorry to hear that your babies are coming back to us! Unfortunately, we are unable to reship a package that is determined to be undeliverable by USPS. We are also unable to provide more detailed information as to why your order was returned by USPS.

You can use your tracking number to estimate when your package will return to us. We will issue a refund minus a 20% restocking fee once we physically receive your order back at our HQ and confirm that your package was undeliverable. If you would like to purchase the same items, you will need to place another order. We apologize for any inconvenience this may cause!

My package says delivered, but I didn’t receive it.

Sometimes USPS tracking information can be incorrect, and packages are marked as delivered before they actually arrive – oops! Your package will most likely be delivered within a few days, but it’s great to check with your neighbors and/or post office for more information in the meantime!

If you do not receive your order in a couple days, please email our Customer Care team, within 14 days of the last tracking update, with your order number and tracking information so that we may assist you further! :)

Why is my order unfulfilled?

No need to worry, unfulfilled just means your order is processing and has not yet shipped! Once your order ships, it will be marked as Fulfilled/Shipped. You'll receive an email with tracking once this happens!

When will my order ship?

Our products usually – key word usually – ship within 3-5 BUSINESS days (business days do NOT include weekends or holidays)! However, if we have some crazy promotion or a new launch, orders may take a bit longer to process, so be patient my friend!! Once your order has shipped, you will receive a shipping confirmation via email with a tracking number.

Delivery Delays

We do our very best to process and ship your order as quickly as possible, however once your order is transferred to USPS, it may encounter delays during its journey to you.

Please note, Vetro.us.com is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your area or air and ground transportation strikes or delays. Our team can only view the same information that you can via your order’s tracking number.