Contact Us
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The short version: write to [email protected]. 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.
One inbox, read by people who know the shop
Every question about Pet Petal lands in the same place: [email protected]. 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.
Messages 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.
Many 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.
Before you write: what helps us help you
The fastest replies happen when the first email holds everything we need. Here is a short checklist that works for almost every topic.
- Your order number. It appears in your order confirmation email and in your account if you created one. Put it in the subject line, for example “Order 1042 – name spelling”.
- The email address used at checkout. Write from that address if you can. If you cannot, mention it in the message so we can match your order.
- The product and option. For example “Personalized Breed & Name Acrylic Ornament, 4.7 in” or “Floral Wreath Cat Ceramic Ornament, Heart”.
- What you would like to happen. A spelling fix, a different size, a return, a refund, store credit or simply an answer.
- A photo, only when it is useful. A damaged or incorrect item is easiest to sort out with a clear photo of the piece and, if possible, the packaging.
Please 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.
What to include, topic by topic
Different 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.
| You want to | Please include | Related page |
|---|---|---|
| Fix a pet’s name, years or tagline | Order number, the exact text as it should be printed, and which item it belongs to if the order holds several | Cancel or Change an Order |
| Cancel an order | Order number and whether you want the whole order or one item cancelled | Cancel or Change an Order |
| Change the delivery address | Order number and the full corrected address, including postcode and country | Cancel or Change an Order |
| Ask where your parcel is | Order number and the date you placed the order | Order Tracking |
| Return an item | Order number, which item, and whether you prefer a refund, store credit or a different size | Returns & Exchanges |
| Ask about a refund | Order number and the date your return was handed over for shipping | Refund Policy |
| Report a damaged or wrong item | Order number, a photo of the item and packaging, and a line describing the problem | Returns & Exchanges |
| Choose a size | The product, where it will hang or sit, and the measurement of that space | Size Guide |
| Ask about payment | Order number if you have one, and what you saw at checkout | Payment Methods |
| Ask about your data | The email address used with us and what you would like us to do | Privacy Policy |
| Report a copyright concern | The page link and the details listed on our notice page | DMCA |
A few real-life examples
A spelling slip in a pet’s name
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.
Three cats, three ornaments, one question
If 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.
A gift going straight to a friend
Sending 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.
A ceramic ornament that arrived chipped
Take 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.
A canvas that is too big for the wall
If 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.
What happens after you hit send
- Your email arrives in our support inbox and is matched to your order using the order number or your checkout email.
- Within 24 hours on business days, you receive a written reply. For simple questions this is the full answer. For returns, it includes the next steps and your free return label instructions.
- If we need anything else, such as a clearer photo or the exact spelling of a name, we ask in that reply.
- Once the request is settled, we tell you so in writing, including any refund or store credit amount.
If you have not heard back within 24 hours on a business day, please check your spam or promotions folder for a message from [email protected]. If it is not there, reply to your original email so the thread stays together.
Order help you can reach on your own
Some answers do not need an email at all.
- Where is my order? The order tracking page lets you look up the status with your order number and email.
- How long will it take? Production takes 1–3 business days and transit 7–14 business days. The full picture is on our shipping and delivery page.
- Can I still change it? Changes and cancellations are possible within 24 hours of placing the order.
- How do refunds work? Refunds are issued within 7 days of receiving your return, to the original payment method or as store credit that never expires.
- Which size fits my window? The size guide has every size option with tips on measuring.
Memorial orders and sensitive messages
Some 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.
If 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.
Subject lines that get sorted quickly
A 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.
| Situation | Suggested subject |
|---|---|
| Name typed wrongly on a personalised piece | Order 1042 – name fix: Mochi |
| Recipient moved or address is missing a unit number | Order 1042 – address update |
| Canvas or poster is the wrong size for the space | Order 1042 – return for smaller size |
| Item arrived broken or chipped | Order 1042 – damaged on arrival (photo attached) |
| Question before ordering | Question – 6 in or 8 in suncatcher for a kitchen window |
Questions before you buy
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.
A 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.
If 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.
Where to send returns
Please 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.
Business details
Pet Petal is an online store. The address below is the mailing address for the business and identifies who runs the shop.
- Business: Pet Petal
- Mailing address: Pet Petal, 620 H St, Fairbury, NE 68352, US
- Support email: [email protected]
- Reply time: within 24 hours on business days
- Website: petpetal.shop
Support 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.
Still browsing?
If 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.
And 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.