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\nThe moment after you press the order button is often when you notice it: the pet’s name reads “Mohci” instead of “Mochi”, you picked the watercolor style when you meant line art, or the memorial suncatcher should go to your friend’s new address rather than her old one. Pet Petal gives you 24 hours from placing an order to cancel it or change it. This page explains what you can change in that window, how to ask, what happens to your money, and what your options are once the 24 hours have passed.
\nPet Petal pieces are printed and made to order, and preparation takes 1–3 business days. Once your design has been printed onto a suncatcher, a ceramic ornament or a canvas, it cannot be un-printed. The 24-hour window gives you a calm stretch of time to look over your order confirmation, read the name one more time, and tell us about anything you would like done differently before the work begins.
\nWe do not send a proof or mockup before printing. The live preview on the product page is what we follow, letter for letter. That makes this window especially valuable for personalised pieces, and it is why we suggest opening your confirmation email soon after ordering and reading it slowly.
\nThe clock starts at the time shown on your order confirmation and runs for 24 hours, including evenings and weekends. If you order at 9 pm on a Saturday, your window closes at 9 pm on Sunday. What matters is when your email reaches us. Even if our reply comes the next business day, a request sent inside the window counts as on time.
\n| Change | \nExample | \nWhat to tell us | \n
|---|---|---|
| Pet’s name spelling | \n“Mohci” should read “Mochi” | \nThe exact spelling, with capital letters as you want them | \n
| Years or tagline | \n“2012 – 2025” should be “2012 – 2026” | \nThe full corrected line, exactly as it should be printed | \n
| Breed | \nGolden retriever instead of Labrador retriever | \nThe breed name as it appears in the breed list | \n
| Style or flower | \nLine art instead of watercolor, or peony instead of rose | \nThe style or flower name shown on the product page | \n
| Size or shape | \nA smaller canvas print, a teardrop rather than a round suncatcher | \nThe size or shape option you would like instead | \n
| Items in the order | \nRemove one of three ornaments, or swap a mug for a jewelry dish | \nWhich item to remove or replace | \n
| Delivery address | \nA friend has moved within Halifax | \nThe full new address, including unit and postal code | \n
If a change affects the price, for example moving to a larger canvas print, we tell you the new total first and only make the change once you agree. If the new total is lower, we explain how the difference comes back to you in the same email.
\nIf the order was a gift, you can ask for the change yourself, even if the parcel is addressed to someone else; just write from the email used at checkout. Please send everything in a single email where possible. If you think of a second change, reply in the same thread rather than starting a new one, so all your notes stay together.
\nWithin 24 hours of ordering, you can cancel your entire order for any reason. Perhaps a family member already bought the same memorial stone, or you decided to wait until you feel ready to choose a design. Simply tell us “Please cancel order” with the number. There is nothing to send back, because nothing has been shipped.
\nYou can also cancel just one piece. If you ordered three acrylic ornaments for three cats and one of them, sadly, is no longer with you, you might prefer to cancel that ornament, or change it into a memorial design with years. Either is fine within the window. Tell us gently what you would like, in your own words, and we will take care of the rest.
\nWhen we confirm a cancellation, the amount you paid for the cancelled items goes back to your original payment method, or to store credit if you would prefer. Store credit never expires. Our confirmation email states what has been refunded. If the 24-hour window has passed and the piece has already been made, you can still send it back under our 60-day returns, and that refund is issued within 7 days of the return reaching us. How soon the money shows on your statement depends on your bank or payment provider; if you have a question about it, reply to our email and we will help. The Refund Policy explains refunds in more detail.
\nOnce the window has closed, your piece may already be in preparation, and a printed design cannot be changed. If you write to us after 24 hours, we will still look at your order and tell you honestly whether anything can be done. We do not promise a change outside the window.
\nYou are never left without an option, though. Every Pet Petal product, personalised or not, can be returned within 60 days of delivery for any reason, and we provide the return label free. So if a suncatcher arrives with a spelling you would like to change, or a canvas is the wrong size for your wall, you can follow our Returns & Exchanges Policy and choose a refund or store credit.
\nIf you realise the delivery address is wrong after the parcel has left us, email us straight away with the correct details. We cannot edit an address once a parcel is on its way, but we will tell you what options remain. Our Shipping & Delivery page has a short checklist for getting addresses right the first time.
\nSay you order a fridge magnet and a desk plaque for your cat Mochi, then see “Mohci” in your confirmation. An email 40 minutes later reading “Please change the name on both items to: Mochi” is all we need. We confirm within 24 hours on business days, and both pieces are printed with the corrected spelling.
\nImagine you have ordered a “Luna 2012 – 2026” teardrop suncatcher for a friend in Halifax, then learn she is staying with family for a while. Send us the new address within the 24 hours and the parcel goes there instead. Had you noticed only after shipping, the 60-day return with a free label would still be there for you.
\nPerhaps you chose the floral wreath style for Biscuit’s 6 in suncatcher, then decide the simpler line art would suit your kitchen window better. A one-line email inside the window is enough.
\nThe easiest change is the one you never need to make. Before you press the order button, run through this short list with the live preview open:
\nIt also helps to place one order per address and, if you are buying for several pets, to double-check that each ornament carries the right name before you add the next one to your cart.
\nIt happens, particularly on a mobile device with a slow connection, when the order button is pressed a second time while the page is still loading. If you see two confirmations for the same piece, email us with both order numbers within 24 hours of the first one and tell us which to keep. We cancel the other and confirm by email.
\nThat is fine within the window. Reply in the same email thread with your latest wishes and write “this replaces my earlier request” so there is no doubt about which version to print.
\nCheck your sent folder first. If it is there and the 24 hours are almost up, you do not need to send it again; your request is counted from when you sent it. If you have not heard back within 24 hours on business days, look in your spam folder for our reply before writing again.
\nVery occasionally we may need to cancel an order ourselves, for example if the delivery address is outside the countries we serve or the payment cannot be completed. If that happens, we email you to explain and refund what you paid. We never cancel quietly; you will always hear from us first.
\nPet Petal, 620 H St, Fairbury, NE 68352, US. We help by email only. Write to support@petpetal.shop with your order number, and we reply within 24 hours on business days. For order status, visit Order Tracking; for general questions, see our FAQs.
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