FAQs

HAVE QUESTIONS ABOUT YOUR ORDER? WE'RE HERE TO HELP! 📦🐾

Missing Order:
If your pawsome package hasn't arrived within 5 working days, please reach out to us at hello@wearepetly.com with your full name and order number. Our friendly Customer Service team will investigate and get back to you promptly.

Order Confirmation:
You'll receive an order confirmation email once your order is placed. Please check your inbox and spam folder just in case it ended up there. If you still can't find it, drop us a line at hello@wearepetly.com with your full name, and we’ll sort it out for you.

Order Cancellation/Amends:
Changed your mind? No worries! Just email us at hello@wearepetly.com within 48 hours to cancel. We’ll do our best to cancel or amend your order before it’s dispatched. If it’s already processed, you’ll need to return the item at your cost and/or place a new order.

Missing Item(s):
If something’s missing from your order, email us at hello@wearepetly.com with your order number, name, and a brief description of the missing item. We’ll fix it as soon as possible.

Wrong Item(s) Delivered:
Mistakes happen! If you received the wrong item, take a picture and email us at hello@wearepetly.com with your order number and full name. We’ll arrange a return and replacement right away.

Faulty/Damaged Items:
In the unlikely event that your order contains damaged or faulty items, please let us know within 30 days of delivery. Email our Customer Service team at hello@wearepetly.com with your name, order number, and photos of the issue. We’ll make it right.

Discount Code Issues:
Make sure to enter your discount code at checkout. If you have any trouble with your discount code, email us at hello@wearepetly.com or message us on Instagram (@wearepetly) and we’ll be happy to help.

DELIVERY 🚚

Track Your Order:
Once your order is processed, you’ll receive an email with your tracking number. Click the link in the email and enter your tracking number to see where your order is. We use FedEx for all our shipments.

RETURNS

Returning Items:
We’re happy to accept returns for a full refund (minus original shipping) within 30 days of purchase for new and unused items. Items must be unwashed, unused, and free from any strong odours like washing powder, smoke, or perfume. Please check our returns policy for full details. Items returned after this time or in unsatisfactory condition will not be eligible for a refund. Use a recorded postage service when making your return as we’re not liable for lost returns. Refunds can take up to 10 working days to be deposited back onto your original payment method. If you haven’t received your refund after this time, please contact us at hello@wearepetly.com.

Gift Card Returns:
All refunds are processed back to the original payment method. If you used a Gift Card, your refund will also be issued onto a gift card.

Exchanges:
We don’t offer direct exchanges at this time. Follow our returns policy to receive a full refund for your item, then place a new order for the alternative item/size you need.

We highly recommend measuring your dog and using our handy size guide before purchasing to ensure you get the right size. If you need any help, please contact our team at hello@wearepetly.com, and we’ll be more than happy to help.

Please include the following:
- Your dog/cat's breed
- Age 
- Measurements as stated on our size chart