FAQ

Ordering

Where do you ship from?
We work with international fulfillment partners to ship orders directly to your address. All orders are fulfilled through our supplier network.

Do you ship to my country?
We currently ship to customers within the United States. If you are unsure whether we deliver to your location, please contact us before placing your order.

How long does shipping take?
Orders are processed within 1–3 business days. After processing, estimated delivery is approximately 7–15 business days depending on your location.

Payments

What payment methods do you accept?
We accept major credit and debit cards, along with other secure checkout options available at checkout.

Is my payment information secure?
Yes. All transactions are processed through Shopify's secure, encrypted checkout system. We never store your card details.

Orders and Tracking

How can I track my order?
Once your order ships, you will receive an email with a tracking number and link. You can also visit our Track Order page.

Can I change or cancel my order?
Please contact us as soon as possible after placing your order. Once an order has been processed for shipment, we may not be able to make changes.

Returns and Replacements

What is your return policy?
We offer replacements within 14 days of delivery for items that are damaged, defective, or incorrect. We do not accept returns for unwanted items. Please refer to our Refund Policy for full details.

My item arrived damaged or wrong — what do I do?
Contact us at info@petlystore.com within 14 days with your order number and a clear photo of the item. We will review and respond within 2–3 business days.

Do you offer cash refunds?
We do not offer cash refunds. All approved claims are resolved through a replacement item.

Contact

How do I get in touch?
Visit our Contact page or email us at info@petlystore.com. We typically respond within 24–48 hours.