Shipping and delivery
How long will my order take?
Processing takes 3 to 7 business days. Delivery then runs 8 to 18 business days to the US, 10 to 20 to Canada, the UK and Australia, 12 to 25 to Bermuda and the Caribbean, and 15 to 30 elsewhere, counted from the day your order ships.
What does shipping cost?
Delivery is free to the US, Canada, the UK and Australia. Bermuda and the Caribbean pay a flat $4.99 per order, and all other countries a flat $9.99 per order. You see the exact rate at checkout before you pay, and there is no minimum order.
Why does it take that long?
Our products ship from our manufacturing partners, mostly in China, straight to you. There is no warehouse or distributor in between, and that is what keeps the price down.
Will I pay customs or import duty?
Possibly, depending on your country. Prices at checkout do not include import duties or taxes. We cannot predict the amount, and we cannot mark parcels as gifts or under-declare their value.
My tracking has not updated in days. Is my parcel lost?
Almost certainly not. Tracking often takes 3 to 7 days to show its first scan, and it is normal for it to go quiet while a parcel moves between countries. If it has been 45 days since dispatch, email us and we will replace or refund it.
Returns and refunds
What is your return policy?
Thirty days from delivery. If the item is faulty, damaged or not what you ordered, we cover everything. Send a photo and we will replace or refund it, usually without asking for the item back.
Something arrived broken. What do I do?
Email consultantvilarece@gmail.com with your order number and a photo or short video within 30 days of delivery. No forms. We will sort out a replacement or a refund, whichever you would rather have.
Can I cancel my order?
If it has not entered fulfilment yet, yes. Email us as soon as you can and we will cancel and refund in full. Once it is dispatched we cannot stop it.
How long do refunds take?
Five to ten business days from approval, back to your original payment method.
Products
Where are your products made?
In China, by the manufacturing partners we source from. We say so plainly, because the alternative is pretending otherwise.
Are these your own designs?
No. We select products, test them, write honest descriptions and stand behind them. We do not claim to have designed or engineered them.
What size dog is the Pupwick Flagship for?
Any size that already knows how to bring a ball back. The three distance settings, 10, 20 and 30 feet, cover an indoor hallway through to a park.
Is the Spark chew-proof?
No, and we will not pretend it is. It is a toy, not a chew. The outer housing is replaceable, which is the honest answer for a dog that goes at it.
Is there a warranty?
Our 30-day policy is the cover. If something is faulty, damaged or not what you ordered within 30 days of delivery, we replace or refund it. Beyond 30 days, email us anyway.
Ordering and payment
What payment methods do you take?
Visa, Mastercard, American Express, PayPal and Shop Pay, plus several others at checkout. Payment is handled by Shopify, so we never see or store your card details.
Can I change my address after ordering?
If the order has not entered fulfilment, yes. Email us straight away. Once it is dispatched the address is fixed.
Will I get tracking?
Yes, on every order. Expect the first scan to take 3 to 7 days to appear.
Can I order more than one item?
Yes. Items may arrive in separate parcels at no extra cost. That is normal and does not mean anything is missing.
About us
Who are you?
Vilarece is a small operation. VILARECE INC is registered in Delaware. We find products worth owning, buy them direct from the factories that make them, and ship them to you without a distributor or a retailer taking a cut in between.
Why is delivery slower than Amazon?
Because your order ships from the factory rather than a warehouse down the road. That is the trade: 8 to 18 business days instead of two, and a price that does not carry a distributor's margin. If you need something tomorrow, buy it locally. We would rather say that than have you disappointed.
How do I reach a human?
Email consultantvilarece@gmail.com or call 786-941-3120. No ticket system, no chatbot.