💬 How safe is it to order with Petlington ?
😸 All of our payments are processed through PayPal & Stripe for full protection at your end. If you have any concerns whatsoever before placing an order please drop us a message at firstname.lastname@example.org
💬 Do you ship internationally?
😸 We currently ship to the vast majority of countries worldwide.
If your country is not available at the checkout please drop us an email at email@example.com to assist.
💬 Where can I contact you?
😸 The best place to contact us is via email. You can either drop us a message on our Contact US page or else email us directly at firstname.lastname@example.org. We'll get back to you shortly!
Please also note that we operate online only so do not have the facilities to take calls. We will fully resolve any issues whatsoever via email.
MAKING AN ORDER
💬 My order is a gift, can you remove the invoice from the package?
😸 Our packages are sent without a receipt / invoice as standard so do not worry :) Your receipt comes in the form of your confirmation email. If you require any further information, please drop us a message at email@example.com.
💬 I want to add an item to my order, is it too late?
😸 The best thing to do is contact us ASAP at firstname.lastname@example.org. We'll waive your shipping charges if your new order is added within 3 days from your last paid order.
💬 Can I cancel my order?
😸 If you wish to cancel an order we request that you contact us within 24 hours of receiving your confirmation email. We have a very quick turn around time between order confirmation and processing at the warehouse so contacting us ASAP gives us the best chance to sort this for you.
Please Note: Once an item has shipped we are unable to cancel it. If you order is held up/significantly delayed/missing in transit we will endeavor to send a replacement ASAP but as we cannot recall the package we cannot cancel or refund it at this point. Each case is different however and we are here to help. Please drop us a message at email@example.com to assist or for further information.
💬 How long will it take to get my order?
😸Once your order is dispatched you will receive an email with your tracking number and instructions on how to follow its journey. We also highly recommend creating a customer account with the email used to make the order. You will be able to easily follow its journey in your account dashboard.
You can register for a Petlington account here: https://petlington.com/account/register
You can login to your account here: https://petlington.com/account/login
You can also follow your package's journey on the domestic postal service website of your country (e.g USPS/AusPost/CanadaPost etc.)by entering the tracking number in the "Track & Trace" section on the relevant website or by shipping confirmation email. If you have any issues tracking your order please drop us a message at firstname.lastname@example.org
💬 I just realized my Shipping Address is incorrect, what can I do?
😸 Please contact us ASAP if you notice a mistake or error so we can contact the warehouse to see if it is possible update it for you. If your order has been shipped and you have received your shipping confirmation email, we will be unlikely to be able to accommodate you nor offer you a refund.
💬 My order has been shipped but I wish to cancel it, is this still possible?
😸 Once an item has shipped we are unable to cancel it. If you order is held up/significantly delayed/missing in transit we will endeavor to send a replacement ASAP but as we cannot recall the package we cannot cancel or refund it at this point.
Each case is different so please reach out to email@example.com for further information.
💬 It is now past the estimated shipping window and I still have not received my order, should I be worried?
😸 Please don't worry. On the rare occasion that you have not received your order within the time-frame outlined by our Shipping Information page please drop us a message ASAP to assist fully. We will make sure we get your order =)
💬 I ordered 2+ items but only received one, where's the rest of my order?
😸 As we ship from several locations worldwide, on occasion items will ship separately from multiple locations. If a package arrives with items missing don't panic, we will make sure that everything arrives safely to you. Drop us a message at firstname.lastname@example.org so we can make sure everything is in order. If you have only received one tracking number and you are still missing an item / items please contact us to assist at email@example.com
💬 Are international fees/custom charges included in your prices? Will they be applied to my order upon arrival in my country?
😸 Such fees are not included in the product prices on our site and are at the discretion of the destination country upon arrival.
We recommend checking in with your country’s local VAT & custom duties policy which will outline if additional charges will be applicable on arrival. (Usually it will be on orders over a certain monetary value).
Please Note: As per our Shipping Information page we will not be responsible for any Duties, Taxes, or Customs fees under any circumstances-they are payable by the receiver.
REFUNDS & RETURNS
💬 I want to return my order, what do I do?
😸 For details, please refers to our Refund Policy. Please feel free to contact us at firstname.lastname@example.org and we'll help you case by case.
💬 If I reject a package sent to me after ordering can I be refunded?
😸 We cannot issue refunds on rejected packages. Please reach out to us if you have any concerns whatsoever regarding your order so we can properly assist and ensure we are able to refund your order for you. If you reject a package and reach out to us afterwards to query we may be unable to retrieve the package or assist further.