FAQ

Am I buying from VIP Puppies?

VIP Puppies does not directly sell puppies. VIP Puppies does sell dog related products.

We are an online marketplace and global community website that connects buyers and sellers in a safe, transparent environment.

When you order, you are buying from individual sellers. Each seller has a store on VIPpuppies.com. They’re available to answer questions before, during, and even after, your puppy purchase.

Can you guarantee the photos I see are accurate?

We have made every effort to accurately display the colors and images of the products and puppies on our website. We cannot guarantee that your mobile or computer display of any color will be correct.

Are these puppies coming from a puppy mill?

We have made every effort to weed out any puppy mills to ensure that you will receive a quality puppy from an elite breeder. All Breeders are required to go through our screening to ensure they are not a puppy mill.

How do you ensure that your breeders are responsible breeders?

We are committed to staying puppy mill free.  That’s why we require each breeder to complete our screening process before joining VIP as an elite breeder.  As part of screening, we test breeder knowledge, evaluate kennel cleanliness, assess parent retirement plans and analyze each breeder’s years of experience.  We also scan our breeders against known puppy mill lists, require breeders to upload parent pictures and always remain open to input from buyers of the breeder’s puppies.

Who do I contact if there's a problem with my order?

Sellers are responsible for a product or puppy until it reaches the purchaser, including shipping and transport. If you should encounter a problem with the product or puppy purchased through VIPpuppies.com, please contact the seller.

In the event of a dispute, you can opt to use our online dispute resolution process. This is a streamlined process that is free to both sides and can help you reach a fair settlement.

What happens if I'm not satisfied with the product or puppy?

For both puppies and products, the guarantee and return policies of each seller vary. Please read their policy carefully before completing your order. You must return a product purchased through VIPpuppies.com in the same condition in which it was received.

In the event of a dispute, you can opt to use our online dispute resolution process. This is a streamlined process that is free to both sides and can help you reach a fair settlement.

Initiate the dispute process by emailing support@vippuppies.com to get started. Your dispute will be finalized and initiated within 24 hours. We will guide you through the process of utilizing online dispute resolution, but we will not make any final judgments.

What do I do if I have a dispute?

In the event of a dispute, you can opt to use our online dispute resolution process. This is a streamlined process that is free to both sides and can help you reach a fair settlement.

Our goal at VIP Puppies is to have every transaction to go as smoothly as possible. Nevertheless, we understand that this may not occur in every case. We aim to assist in the resolution of any disputes in a quick and efficient manner via online dispute resolution.

Q: How do I initiate the process?

A: Initiate the dispute process by contacting us via Facebook Messenger, email or phone to get started. Your dispute will be finalized and initiated within 24 hours. We will guide you through the process of utilizing online dispute resolution, but we will not make any final judgments.

Q: What does ODR provide?

A: Online dispute resolution provides an organized documentation and handling system for the entire dispute process through a secure negotiation channel. In the event of settlement, the agreement is also a legally binding contract for both individuals and usable as evidence in small claims court. All ODR follows this process:

  1. Complaint initiation
  2. Claim statement
  3. Negotiating terms and counteroffers
  4. Settlement

Q: Who decides the outcome of the dispute?

A: The outcome of the dispute will be determined by you and the buyer/seller. VIP Puppies will provide as much assistance as possible in initiating the dispute process but does not choose sides. This allows a fair, fact-based outcome for both parties.

Q: What happens if we fail to reach a fair settlement?

A: You’re provided with a list of independent arbitrators and of course, all standard litigation options are available to you at any time.

Still got questions?