FAQ - Returns/Exchanges
Before starting your return, please ensure that the items sent back must be brand new, unwashed, and hair-free. Petals & Pooch will not exchange or return any products that were damaged as a result of chewing or biting. We will gladly accept returns and exchanges within 14 days of delivery.
Upon mailing back your product(s), please include a note with your order number. Also indicate if you would like to return your item or exchange it for a different pattern or size.
We recommend you put tracking on the package to ensure it arrives back to our warehouse.
Where do I mail my return/exchange?
Mail all items to the following address:
Petals & Pooch
2973 Harbor Blvd #279
Costa Mesa, CA 92626-3912
Once your return or exchange is received, inspected, and approved based on our policy above, please allow 2-5 business days for processing. If you request a return, credit is applied to your original form of payment usually within 24-48 hours. If you request a exchange, please email us at hello@petalsandpooch.com to ensure that we still have stock left of the size/item you are requesting.
EXCLUSIONS: All sales items including our dog treats, and human apparel & jewelry are final and not returnable. All items marked FINAL SALE on the product page will not be returnable.
Does Petals & Pooch provide a return label?
Petals & Pooch does not provide free return labels. Customers are responsible for any and all associated shipping costs to mail back any returns/exchanges. We recommend USPS (for U.S. orders) or your local courier (for international orders) as those are typically the most cost-effective options, but you may use the courier of your choice. We also recommend you put tracking on the package to ensure it arrives back to our warehouse.
How long do I have to mail back my exchange/return?
We will gladly accept returns/exchanges for up to 14 days after purchase. Items must be postmarked back to us within 14 days of delivery. Please be sure to your order number. Please see ‘Returns’ for policies.
FAQ- SHIPPING
Do you offer free shipping to the US?
Petals & Pooch is proud to offer FREE U.S. standard shipping on orders over $50. Most orders take 1-3 business days to process and leave our warehouse and an additional 2-5 business days to arrive. Additional shipping options are available at checkout for an additional cost through UPS.
How long will it take to receive my products?
Most orders take 1-3 business days to process and leave our warehouse. Delivery time may vary depending on where you are located, but generally take about 2-5 business days for U.S. orders. Shipping may take longer due to the holiday seasons. Packages may take additional business days to arrive. All couriers including USPS are currently experiencing delays with shipping and updating tracking information.
Selected Human Apparel products, which are denoted on the product page can take 2-3 weeks to arrive. You do not need to purchase a faster shipping option at checkout for these products as the standard shipping time above applies. These items ship from a different warehouse and we cannot control the shipping speed. As a reminder, these items are unable to be returned or exchanged.
Do you ship internationally?
Sorry, no, not at this time, but we plan to in the future. Please stay posted!
Shipping & Package delays?
Petals & Pooch now know that packages are being marked as delivered, despite not being delivered to customers. This is a systemic problem that is affecting the entire shipping industry. Unfortunately, we are unable to expedite the process or file a claim since it is affecting a majority of packages. We are only able to see the same tracking information that you can, but have compiled a list of some frequently asked questions below.
Petals & Pooch is aware to the extensive and systemic delays that are currently affecting the entire shipping network, and we know its frustrating. Although we adhere to our promise to pack and ship products quickly, there are concerns regarding delays after the item is picked up by our shipping partners. We understand there is great concern about these delays.
Where is my package? It says it’s delivered, but it’s not here.
Petals & Pooch is currently seeing packages being delivered up to 7 days after being marked as delivered. This is happening systematically and unfortunately, tracking information is currently very unreliable. However, in most instances, the package gets delivered after a few days. Please be sure to check with your concierge or neighbors to make sure it was not inadvertently dropped off in their mail boxes.
My order shows is was shipped, but the tracking hasn’t been updated. What is happening with my order?
You rely on tracking to see the status of your package, just like we do. However, all couriers systematically have modified their tracking to show less or information that is not current. We have seen packages that are delivered, but continue to show as
“IN-TRANSIT” for many days after. We have also seen the reverse situation where a package shows as “DELIVERED” but does not physically appear for days after. We are monitoring the progress of these packages; however, there is little that Petals & Pooch can do.
