Order FAQs

Quick answers to the most common questions about your order.

I don't have my order's tracking number: what should I do?

Contact us by emailing help@nutripetplan.com with your order number (NPP) in the subject line — our customer care team will help locate your shipment.

I have the tracking number and I'm having a problem with my delivery

If your delivery is with VASP, please call 211 247 171. If it's with Correios Express, please call 229 762 810. If you still need help after contacting the carrier, email us at help@nutripetplan.com.

I'm not getting a reply on WhatsApp, what should I do?

Our veterinarian, Dr. Joana, is away on leave from September 28th and will return on October 10th. For any questions about your order or requests, please email help@nutripetplan.com.

I want to add my NIF (tax ID) to my order, how do I do that?

In the Company field, enter your NIF with no spaces or letters — just the 9 digits in a row, e.g. 212121212. If your invoice is missing the NIF, email us at help@nutripetplan.com.

I'm having a problem with my order — adding products, checking out, or something else — what should I do?

Please email help@nutripetplan.com with a screenshot and an explanation of the issue. Our customer care team will help.