Frequently Asked Questions (FAQs)
Shipping
How long does order processing take?
Orders are usually processed within 1–3 business days (Monday–Friday) before being shipped.
How long does Standard Shipping take?
Standard Shipping is estimated to take 7–12 business days after dispatch. Delivery times may vary depending on the destination and carrier.
How long does Express Shipping take?
Express Shipping is estimated at 4–7 business days after dispatch, where available. Available shipping options and estimated delivery times will be shown at checkout.
Do you offer free shipping?
Yes. Eligible orders over $30 qualify for Free Standard Shipping. Shipping options and eligibility will be displayed during checkout.
Returns & Refunds
What is your return window?
Eligible returns may be requested within 30 days after delivery.
What condition should a returned item be in?
Returned items should be unused, clean, unwashed, undamaged, and in their original packaging where possible.
Some products may have additional return conditions. Please review our return policy before sending an item back.
Who pays for return shipping?
Customers are generally responsible for return shipping costs unless the item is defective, damaged upon arrival, or the wrong item was sent.
Orders & Payments
Where can I see available payment methods?
Available payment methods are displayed at checkout and may vary depending on your location, device, and the payment methods enabled for our store.
Available options may include major credit/debit cards and other payment methods supported by our checkout provider.
Why did my payment fail?
A payment may fail because of:
- Incorrect billing information
- Insufficient funds
- Card issuer restrictions
- Bank or payment-provider security checks
- Network or technical issues
- Payment-provider risk review
If your payment fails, please verify your billing information and try again. You may also try another available payment method or contact your bank/card issuer.
Product Sizing
How do I choose the right size?
For products with different sizes or dimensions, please review the size chart, product specifications, and product notes before placing your order.
If you are unsure about sizing, please contact Petlly Shop Support before completing your purchase.
Product Care
How should I care for my product?
Care instructions can vary by product. Please follow the specific cleaning, washing, charging, storage, and usage instructions provided on the individual product page.
If a product becomes damaged or appears unsafe to use, discontinue use and replace it when appropriate.
Pet Product Safety
Are Petlly Shop products a substitute for veterinary care?
No. Pet products sold by Petlly Shop are intended for their stated consumer and pet-use purposes and are not a substitute for professional veterinary care.
Products should not be used to diagnose, treat, cure, or prevent a disease or medical condition unless specifically stated and legally permitted.
For injuries, pain, dental problems, overheating, breathing concerns, recovery after surgery, or other medical concerns, please consult a licensed veterinarian.
Always follow the product instructions and supervise your pet when using toys or other pet products where appropriate.
Contact & Support
If you have questions about an order, product, payment, shipping, or return, please contact us.
Store: Petlly Shop
Store Owner: JADYN HUNTER
Business Address: 1013 PAW PAW PL, Dover, DE 19901, United States
Email: nafiasultana517@gmail.com
Support Hours: Monday–Friday, 9:00 AM–7:00 PM
Customer Support
Email: nafiasultana517@gmail.com