Last updated:
\nThe short version: write to support@petpetal.shop. Email is our only support channel, and we reply within 24 hours on business days. Put your order number in the subject line, say what you need in a sentence or two, and add a photo if something arrived damaged. If you prefer a guided form, use our submit a ticket page, which opens an email with the right subject already filled in.
\nEvery question about Pet Petal lands in the same place: support@petpetal.shop. There is no chat window to wait in and no call queue. You write when it suits you, and we answer in writing within 24 hours on business days, so you have a clear record of what was agreed.
\nMessages sent on a weekend or a public holiday are read on the next business day. If you write on a Saturday evening about a name you want to fix, you will hear back by the end of the following business day at the latest, and usually sooner.
\nMany questions already have an answer on our FAQs page or in the help center. If you would like a fast answer, a quick look there may save you a round of emails. If not, we are glad to hear from you.
\nThe fastest replies happen when the first email holds everything we need. Here is a short checklist that works for almost every topic.
\nPlease never send card numbers, bank details or passwords by email. We will never ask for them, and nothing on our side needs them to help you.
\nDifferent requests need different details. The table below lists the common reasons people write to us, what to put in your email, and the page that explains the rules behind each one.
\n| You want to | \nPlease include | \nRelated page | \n
|---|---|---|
| Fix a pet’s name, years or tagline | \nOrder number, the exact text as it should be printed, and which item it belongs to if the order holds several | \nCancel or Change an Order | \n
| Cancel an order | \nOrder number and whether you want the whole order or one item cancelled | \nCancel or Change an Order | \n
| Change the delivery address | \nOrder number and the full corrected address, including postcode and country | \nCancel or Change an Order | \n
| Ask where your parcel is | \nOrder number and the date you placed the order | \nOrder Tracking | \n
| Return an item | \nOrder number, which item, and whether you prefer a refund, store credit or a different size | \nReturns & Exchanges | \n
| Ask about a refund | \nOrder number and the date your return was handed over for shipping | \nRefund Policy | \n
| Report a damaged or wrong item | \nOrder number, a photo of the item and packaging, and a line describing the problem | \nReturns & Exchanges | \n
| Choose a size | \nThe product, where it will hang or sit, and the measurement of that space | \nSize Guide | \n
| Ask about payment | \nOrder number if you have one, and what you saw at checkout | \nPayment Methods | \n
| Ask about your data | \nThe email address used with us and what you would like us to do | \nPrivacy Policy | \n
| Report a copyright concern | \nThe page link and the details listed on our notice page | \nDMCA | \n
You order a personalised ornament for your cat Mochi and notice later that you typed “Mohci”. Because we print exactly what you type, it is worth acting quickly. Email us within 24 hours of placing the order with the subject “Order number – name fix” and the correct spelling written once, clearly. We will confirm the change in our reply. After 24 hours the piece may already be in production, so changes can no longer be promised, though you can still return it under our 60-day returns policy.
\nIf your order holds several personalised items, tell us which line each correction belongs to. Something like “Ornament 2 should read Pepper, not Peppr” saves a back-and-forth.
\nSending a memorial suncatcher to a friend in another state or another country is common. If you realise the address needs a flat number or a different postcode, email us within 24 hours of ordering with the full corrected address. We ship to the United States, Canada, Australia and New Zealand.
\nTake a photo of the chip in good light, ideally with the box beside it, and send it with your order number. We will reply with the options available to you. Photos you send are used only for your request and are deleted 30 days after delivery.
\nIf a 36 × 24 in canvas looks overwhelming above your loveseat, you can return it within 60 days of delivery for any reason. Email us to start the return and tell us whether you would like a refund, store credit or a smaller size. We send a free return label.
\nIf you have not heard back within 24 hours on a business day, please check your spam or promotions folder for a message from support@petpetal.shop. If it is not there, reply to your original email so the thread stays together.
\nSome answers do not need an email at all.
\nSome emails we receive are about a pet who has recently died. If you are writing about a memorial stone, a garden slate or a teardrop suncatcher, you do not need to explain more than you want to. A name, the years and the product are enough for us to help. Take your time, and write whenever you are ready. There is no deadline on asking a question.
\nIf a memorial gift is going to someone else, double-check the recipient’s name and address at checkout, since the parcel goes straight to them. If anything about the delivery worries you, ask us before or after ordering and we will answer within 24 hours on business days.
\nA clear subject line lets us open the right order straight away. These are a few patterns that work well; swap in your own order number.
\n| Situation | \nSuggested subject | \n
|---|---|
| Name typed wrongly on a personalised piece | \nOrder 1042 – name fix: Mochi | \n
| Recipient moved or address is missing a unit number | \nOrder 1042 – address update | \n
| Canvas or poster is the wrong size for the space | \nOrder 1042 – return for smaller size | \n
| Item arrived broken or chipped | \nOrder 1042 – damaged on arrival (photo attached) | \n
| Question before ordering | \nQuestion – 6 in or 8 in suncatcher for a kitchen window | \n
You are welcome to write before placing an order. People often ask which breed in our list is closest to their mixed-breed dog, whether a long name like “Sir Wigglesworth” will fit a 4 in ornament, or whether line art or watercolor will suit a dark hallway. Tell us the product, the name or words you plan to use, and where the piece will go, and we will give you our honest view.
\nA few points are worth knowing up front. Our pet designs are illustrations of a breed, not copies of a photo, so there is no photo to upload. The name field accepts up to 14 characters, and the live preview on the product page shows how your text sits on the design. We do not send a proof before production, which is why we suggest reading your text back slowly before adding the item to your cart.
\nIf you are ordering for someone in Canada, Australia or New Zealand, shipping is still free and transit is still 7–14 business days after production. Import duties, where they apply, depend on the destination country, so if that matters for a gift, it is worth checking the local rules for the recipient’s country.
\nPlease do not post returns to the business address below unless we ask you to in writing. Returns travel with the free return label we send you, and that label carries the correct destination. Our returns and exchanges policy walks through each step, and the refund policy covers the money side.
\nPet Petal is an online store. The address below is the mailing address for the business and identifies who runs the shop.
\nSupport is offered by email only. For legal terms that apply to purchases, see our terms of service. For questions about original artwork and trademarks, see our intellectual property policy.
\nIf you came here before ordering, our about us page explains the three art styles and how each piece is printed to order. When you are ready, the suncatchers, ornaments and memorial gifts collections are good places to begin.
\nAnd if you simply want to say how a piece looks in its new spot, a short note is always welcome too. Knowing that a peony suncatcher found the right window, or that a blanket ended up on the right sofa, helps us understand which sizes and styles work best in real homes.
\n","visible_characters":10665,"meta_description":"Email support@petpetal.shop about names, styles, sizes, orders or returns. We reply within 24 hours on business days. What to include for a quick answer.","parent":null,"published_at":"2026-11-01T20:04:58+00:00","updated_at":"2026-11-01T23:32:42+00:00"}}