Frequently Asked Questions (FAQs)

Where do you ship?
We currently ship only within the United States. We do not offer international shipping at this time.

How much does shipping cost?
Shipping is a flat rate of $4.99 per order, to any U.S. location.

How long does it take to receive my order?
Orders are processed within 1–3 business days. After your order ships, delivery takes an estimated 7–12 business days. Total time from order to delivery is typically 8–15 business days. These are estimates, not guarantees.

Where do my orders ship from?
Our products are fulfilled through our supplier and fulfillment partners. Depending on the item, your order may ship from a warehouse located outside the United States.

 

Will I get a tracking number?
Yes. Once your order ships, we will email you a tracking number. Tracking updates can take 2–3 days to appear. If you have not received tracking information within 5 business days of placing your order, contact us at support@petlly.shop.

Can I change my shipping address after ordering?
Contact us as soon as possible. We will try to update it, but we cannot guarantee changes once an order has been processed or shipped.

What if my package arrives damaged?
Contact us within  7 days of delivery with your order number and clear photos of the product and the packaging. We will offer a replacement or refund where appropriate.

What is your return policy?
You may request a return within 30 days of delivery. Please see our Refund & Returns Policy for full details.

Can I cancel my order?
Contact us as soon as possible. If the order has not been processed yet, we will cancel it and refund you.

How do I contact you?
Email: support@petlly.shop
Phone: +1 (253) 987-8906
We aim to respond within 24–48 business hours.