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\nTo track your order please enter your Order ID in the box below and press the "Track" button. This was given to you on your receipt and in the confirmation email you should have received.
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Use the form above to look up any Pet Petal order. Enter the order number from your confirmation email and the billing email you used at checkout, then press the button to see where your suncatcher, canvas print, ornament or keepsake has reached. The rest of this page explains what each status means, how long each stage usually lasts, and what to do if something looks stuck. If you would rather ask a person, email support@petpetal.shop and we reply within 24 hours on business days.
\nThe order number is in the subject line and at the top of the confirmation email we send as soon as you check out. It is a number on its own, without letters. The email address to enter is the billing email, which is the one that received that confirmation.
\nStill nothing? Email support@petpetal.shop with your full name, the delivery address and roughly when you ordered. We can find the order and resend the details to the billing email on file.
\nThe most common reasons are a mistyped order number, a space before or after the email address, or using the recipient’s email instead of the billing email. Copy the number straight from your confirmation and try again. If it still does not work, write to us and we will check it for you.
\nYour order moves through a few stages on our side before it starts its journey. The form above shows the current status of your order. Here is what each one means and what, if anything, you need to do.
\n| Status | \nWhat it means | \nWhat you can do | \n
|---|---|---|
| Pending payment | \nThe order was started but payment has not been completed. | \nCheck whether the payment went through. If not, place the order again or email us. | \n
| On hold | \nThe order is waiting for something, such as a payment confirmation or a reply from you. | \nLook for an email from us. If there is none, contact us so we can explain. | \n
| Processing | \nPayment is received and your piece is being printed, finished and packed. This usually takes 1–3 business days. | \nWithin 24 hours of ordering you can still ask for a change or cancellation. | \n
| Completed | \nYour order has left us and is on its way to the delivery address. | \nWatch for our shipping email. Allow 7–14 business days in transit. If the address is wrong, email us at once. | \n
| Cancelled | \nThe order was cancelled, by your request or by us with an email explaining why. | \nNothing; if you did not expect this, email us. | \n
| Refunded | \nSome or all of the order has been refunded. | \nSee our Refund Policy for how refunds reach you. | \n
| Failed | \nThe payment did not go through, so no order was placed. | \nTry again with one of the methods shown at checkout. | \n
When your order is on its way, we email you. If a tracking number is available for your parcel, it is included in that email, along with the details you need to follow it. Status updates during the journey come from the delivery service rather than from us, so the wording can differ from country to country.
\nA few things are normal and not a cause for worry:
\nThe delivery service uses its own words, and they vary between the United States, Canada, Australia and New Zealand. The table below groups the most common ones and explains what they usually mean for a Pet Petal parcel.
\n| Update you see | \nUsual meaning | \nWhat to do | \n
|---|---|---|
| Label created or shipment information received | \nYour parcel has been registered for its journey and is waiting to be collected or scanned. | \nNothing yet. The first movement can take a little while to appear. | \n
| Accepted or picked up | \nThe parcel is now with the delivery service. | \nAllow 7–14 business days in transit from here. | \n
| In transit | \nThe parcel is moving between sorting points, possibly across a border. | \nNothing; quiet days in this stage are normal. | \n
| Held by customs or clearance in progress | \nThe destination country is checking the parcel on arrival. | \nUsually nothing. If you are contacted about import charges, those depend on the destination country; email us if you are unsure. | \n
| Out for delivery | \nThe parcel is with a local driver or postal worker and should arrive that day. | \nMake sure someone can receive it, or that there is a safe place for it. | \n
| Delivered | \nThe delivery service has recorded the parcel as handed over or left at the address. | \nIf you cannot find it, follow the steps in section 7. | \n
| Delivery exception or attempted delivery | \nSomething stopped delivery, such as no access, an address problem or nobody available to sign. | \nCheck for a card or message from the delivery service, then email us with your order number. | \n
| Stage | \nTypical length | \nCounted from | \n
|---|---|---|
| Change or cancel window | \n24 hours | \nThe time you placed the order | \n
| Preparation (printing, finishing, packing) | \n1–3 business days | \nPayment confirmed | \n
| Transit to the US, Canada, Australia or New Zealand | \n7–14 business days | \nThe day your parcel leaves us | \n
| Order to doorstep | \nAbout 8–17 business days | \nThe day you ordered | \n
These are estimates rather than promised dates. If you are counting toward a pet’s birthday or the holidays, our Shipping & Delivery page has a worked example of how business days add up.
\nOrder emails come from Pet Petal and mention your order number. Adding support@petpetal.shop to your contacts helps them reach your inbox rather than a spam folder.
\nOur replies to your questions also come from support@petpetal.shop, within 24 hours on business days. If an email seems to be missing, check every folder before writing, because filters sometimes move order emails away from the main inbox.
\nIf you ordered three acrylic ornaments for three cats in one cart, they share one order number. Enter that number once and you see the whole order. If the pieces leave in separate parcels, you may receive more than one shipping email.
\nEach order has its own number and its own confirmation. If you placed separate orders, for example garden slates going to siblings in Auckland and Perth, look up each order number on its own.
\nWhen you send a memorial teardrop suncatcher to a friend in Halifax, all emails about the order come to you, the buyer, and not to your friend. You can look it up here with your own email, and pass on any details to your friend whenever it feels right.
\nIf your order still shows Processing after 3 business days, or the journey has gone quiet for a long time, email us with your order number. We check what is happening on our side and with the delivery service, and we reply within 24 hours on business days.
\nIf your parcel has not arrived by the end of the usual 8–17 business days, please write to us with your order number and the delivery address. We look into each late or missing parcel individually and talk the options through with you.
\nLook around doorsteps, side entrances, mail rooms, parcel lockers and with neighbours, and check for a card asking you to collect it. If it has not turned up after one more business day, email us and we will help.
\nIf a ceramic ornament arrives with a chipped edge or a suncatcher is cracked, keep the item and packaging and email photos of both. Our Returns & Exchanges Policy explains what happens next, and every return comes with a free label.
\nIf the form shows your order and you notice a mistake, such as “Mohci” instead of “Mochi” or the old address of the friend you are sending a gift to, act quickly. Changes and cancellations are possible within 24 hours of placing the order. Our Cancel or Change an Order page explains how to ask. After the 24 hours, every product can still be returned within 60 days of delivery for any reason.
\nYour order number and billing email are enough to see your order status, so treat them like any other personal detail. We will never ask for your password or payment details by email. If you receive a message that claims to be from Pet Petal and asks for them, do not reply; forward it to support@petpetal.shop. Our Privacy Policy explains how we handle order information.
\nPet Petal, 620 H St, Fairbury, NE 68352, US. We help by email only. Write to support@petpetal.shop or use Submit a Ticket, and include your order number. We reply within 24 hours on business days. Our Help Center and FAQs cover many common questions, and the Refund Policy explains refunds.
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