FAQS

Got a question about your order? We’re here to help! Whether you’re tracking a package, missing an item, or need to make a return, you’ll find the answers you need below.

Where’s My Order?

If your order hasn’t arrived within 7 business days, email us at hello@wearepetly.com with your full name and order number. Our friendly Customer Care Team will look into it right away.

Did My Order Go Through?

You’ll receive a confirmation email after placing your order.

• Can’t find it? Check your spam or junk folder.
• Still nothing? Email us at hello@wearepetly.com with your name, and we’ll confirm it for you.

Can I Cancel or Change My Order?

Yes - as long as you contact us within 48 hours of placing your order.
Email hello@wearepetly.com and we’ll do our best to cancel or update it before it ships.
If it’s already been processed, you’ll need to return the item(s) and place a new order.

Missing Item(s)?

If your order arrived incomplete, email hello@wearepetly.com with:

• Your order number
• Your full name
• A brief description of what’s missing
• We’ll make it right as soon as possible.

Received the Wrong Item?

Oops! If you received the wrong product, snap a quick photo and email it to hello@wearepetly.com with your order number and name.
We’ll arrange a return and get the correct item to you quickly.

Item Damaged or Faulty?

If your product arrived damaged or faulty, let us know within 30 days of delivery.
Email hello@wearepetly.com with:

• Your order number
• Your full name
• Photos of the issue
• We’ll resolve it promptly.

Trouble Using a Discount Code?

Make sure your code is entered correctly at checkout.
Still having trouble? Email us at hello@wearepetly.com or message us on Instagram @wearepetly we’re happy to help!