Help Center
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Start here: this page sends you to the right Pet Petal page for whatever you need, whether you are still choosing a suncatcher or waiting on a parcel. The numbers that come up most are simple: production 1–3 business days, transit 7–14 business days, free shipping to the US, Canada, Australia and New Zealand, changes within 24 hours, returns within 60 days of delivery, refunds within 7 days of receiving your return. For anything else, email [email protected].
Quick answers to the five questions we hear most
- When will my order arrive? Production takes 1–3 business days, then transit usually takes 7–14 business days. We cannot promise a specific date. Details: Shipping & Delivery.
- I spelled the name wrong. Is it too late? Not if you email us within 24 hours of placing the order with the correct spelling. Details: Cancel or Change an Order.
- Can I return a personalised item? Yes. Every product can be returned within 60 days of delivery, for any reason, and we pay the return postage. Details: Returns & Exchanges.
- How fast are refunds? Within 7 days of receiving your return, to your original payment method or as store credit that never expires. Details: Refund Policy.
- Which size should I buy? Measure the window pane, shelf or wall first, then compare with the size tables. Details: Size Guide.
Find your topic
Each section below gives you a short summary of the topic, what you can do on your own, and which page holds the full rules. Pick the one closest to your situation.
| Topic | Typical question | Go to |
|---|---|---|
| Before you order | Which style or size suits my home? | FAQs, Size Guide |
| Personalising | How do the name and years fields work? | FAQs |
| Changing an order | Can I fix the address or name? | Cancel or Change an Order |
| Order status | Where is my parcel now? | Order Tracking |
| Shipping | How long and how much? | Shipping & Delivery |
| Returns | How do I send something back? | Returns & Exchanges |
| Refunds | When will I see my money? | Refund Policy |
| Payment | How can I pay? | Payment Methods |
| Privacy | What happens to my details and photos? | Privacy Policy |
| Legal | What terms apply to my purchase? | Terms of Service |
| Writing to us | How do I reach a person? | Contact Us, Submit a Ticket |
Choosing a piece
Most pre-purchase questions come down to three choices: what kind of object, which style and which size. Our five collections sort pieces by object: Suncatchers for windows, Canvas & Wall Art for walls, Ornaments for the tree or a small gift, Memorial Gifts for remembering a pet, and Home & Keepsakes for everyday things like a mug or a blanket.
For the look, compare the three style collections side by side. Watercolor is soft and luminous, floral wreath frames the pet in a ring of blooms, and line art keeps things light and modern. Every pet design is a breed illustration rather than a copy of a photo, and every piece is printed to order.
A worked example
Say you want something for a kitchen window above the sink, and your dog is a golden retriever called Biscuit. Measure the glass pane first. If it is narrow, the 6 in Peony Wreath Golden Retriever Suncatcher will sit comfortably. If you want Biscuit’s name on it, the Personalized Breed & Flower Wreath Suncatcher lets you pick the breed, the flower and the name.
Personalising without surprises
Personalised products have fields right on the product page: a breed list, a pet name field of up to 14 characters, and on some items optional years, a year or a short tagline, plus flower, style or verse choices. A live preview shows your text on the design as you type.
We do not send a proof before production, so the preview is your final check. Read the name aloud, letter by letter, before you add the item to your cart. We print exactly what you type. If you notice a mistake after ordering, email us within 24 hours and we can correct it.
Ordering for more than one pet
Add each personalised piece separately. For three cats, set up three ornaments one at a time, each with its own breed and name, then check the cart line by line before paying.
Placing and changing an order
You pay with the methods shown at checkout. Sales tax is not collected at checkout. Once your order is placed, you have 24 hours to cancel it or change it, including a name, size, option or delivery address. After that, your piece may already be printing.
To make a change, email [email protected] with your order number in the subject and the exact correction in the message. Our cancel or change page lists what can and cannot be changed, and our payment methods page explains the checkout step.
Shipping and order status
Every order ships from the USA, free and with no minimum, to the United States, Canada, Australia and New Zealand. Production takes 1–3 business days and transit usually 7–14 business days. Import duties depend on the destination country.
To see where your order stands, use the order tracking page with your order number and checkout email. If something looks wrong, or a parcel seems to be taking longer than expected, email us with your order number and we will look into it with you. The full shipping rules, including how gift orders to another address work, are on our shipping and delivery page.
Planning around a date
For a birthday, a gotcha day or the holidays, add the production and transit times together and give yourself some extra room. We cannot promise arrival by a particular day, so earlier orders are always the calmer choice.
Returns, exchanges and damaged items
You can return any product within 60 days of delivery, for any reason, personalised pieces included. We pay return postage on every return with a free return label, even when you simply changed your mind.
- Email us with your order number, the item and whether you prefer a refund, store credit or a different size.
- We reply within 24 hours on business days with your free return label and instructions.
- Pack the item, attach the label and send it on its way.
- We process your refund or credit within 7 days of receiving the return.
If something arrives damaged, such as a heart ceramic ornament with a chipped edge, send a clear photo along with your order number. Please do not mail anything to our business address unless we ask you to; the free return label carries the correct destination. Full steps are in our returns and exchanges policy.
Refunds and store credit
Refunds go back to the original payment method within 7 days of receiving your return. If you would rather keep the value for a future piece, choose store credit, which never expires. How long your bank or payment provider takes to show the refund after we issue it is outside our control. Our refund policy explains each case, including cancelled orders.
From checkout to doorstep: what happens when
It helps to know which stage your order is in, because what you can still do changes along the way.
| Stage | How long | What you can do |
|---|---|---|
| Order placed | First 24 hours | Cancel, fix a name, change a size or option, correct the address |
| Printing to order | 1–3 business days in total | Ask questions; changes may no longer be possible |
| On its way | Usually 7–14 business days | Check the order tracking page; email us if something looks wrong |
| Delivered | Day 0 of your return window | Unpack and check the piece; report damage with a photo |
| After delivery | Up to 60 days | Return any item for any reason with a free return label |
| Return received | Within 7 days | Your refund or store credit is issued |
When things do not go to plan
No order confirmation email
Check your spam and promotions folders first. If it is not there, the email address may have a small typo. Write to us from the address you meant to use, with your name and the date of the order, and we will find it.
The address was wrong and 24 hours have passed
Email us straight away with the order number and the correct address. We will tell you honestly what can still be done at that stage. The sooner we hear, the more options there usually are.
A gift needs to reach two countries
Each order ships to one address. If siblings in Auckland and Perth would each like a memorial slate, place one order per address. Shipping is free to both New Zealand and Australia, so splitting the order does not add a shipping cost.
The size felt right online but not at home
It happens. A 50 × 60 in fleece blanket may be perfect for the sofa while the 60 × 80 in feels like too much, or a canvas might crowd a narrow wall. Return it within 60 days of delivery with the free label and choose a size that fits, or take a refund. The size guide has tips that help you get it right the second time.
A message from us seems to have gone missing
We reply to every email within 24 hours on business days. If nothing has arrived, look in spam, then reply to your original message rather than starting a new one, so your whole conversation stays in a single thread and nothing has to be explained twice.
Memorial gifts, handled gently
If you are here because a pet has passed, please take your time. Our Memorial Gifts collection includes a garden stone, garden slates, a plaque stake, a display plate, a teardrop suncatcher and a ceramic ornament. Several let you add a name and years, such as “Luna 2012 – 2026”.
You can send a memorial gift straight to someone else by entering their address at checkout. Free shipping applies to all four countries we serve. If you would like to talk through wording or which piece suits a garden or a windowsill, write to us whenever you are ready.
Privacy, photos and your account
We use your details to make and deliver your order and to reply to you. Photos only reach us if you email them, and they are deleted 30 days after delivery. Our privacy policy sets out what we collect and how to ask about your data. For the terms that apply to every purchase, including Nebraska as the governing law, see our terms of service.
Copyright and original designs
Our pet designs are breed illustrations in three styles. If you believe something on the site uses your work without permission, our DMCA page explains how to send a notice, and our intellectual property policy covers how we handle concerns about designs and names.
Still need a hand?
Email is our only support channel, and we reply within 24 hours on business days. Write to [email protected], or use the submit a ticket page for a ready-made subject line. Our contact page lists what to include for each kind of request, and our sitemap shows every page on the site in one place. If you want to know more about the shop itself, our about us page covers what we make and how.