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\nSometimes a piece is not quite right once it is in your home. The canvas you pictured above the loveseat turns out too wide, the floral wreath style feels busier than you hoped, or an ornament simply does not suit the tree. At Pet Petal you can send back any product within 60 days of delivery, for any reason, including pieces personalised with your pet’s name, and the return label is on us. This page explains the practical steps: how to ask, how the label works, how to pack, and what happens with exchanges or damaged items. The money side, meaning when and how you are paid back, lives on our Refund Policy page.
\nThe 60 days begin on the delivery date of your order, not the day you paid. If your order came in more than one parcel, each item’s 60 days count from the day that item arrived. To be inside the window, you only need to contact us before the 60 days are over. You do not need to have the parcel back with us by then.
\nThere is no need to give a reason. Some customers tell us why, and it helps us describe our products better, but “I changed my mind” is a perfectly good answer. If you received a Pet Petal gift, for example a memorial teardrop suncatcher sent by a friend, you can arrange the return yourself. Just let us know the name of the person who ordered, or the order number if you have it.
\nWe know some parcels are hard to open. If a memorial stone or a “Luna 2012 – 2026” keepsake sits unopened for a few weeks, that is fine. Open it whenever you are ready. If it is not what you hoped for, the same 60 days and the same free label apply, and you do not have to explain anything.
\nEverything Pet Petal sells is returnable within the window. That includes:
\nWe ask one simple thing: send the item back in the condition you received it, as far as you can. A canvas that has been hung and taken down is fine. A pillow cover that has been through the wash is something to mention in your email so we know what to expect. If you are unsure whether an item is suitable to return, ask us first; we are happy to talk it through.
\nPlease always email before sending anything. A parcel that arrives without warning is harder to match to your order and can slow things down. The address to send to is confirmed in our reply, so please use that one rather than any other address you may have seen.
\nPet Petal pays the postage on every return. It does not matter whether the piece is damaged, the wrong design, or simply not to your taste: you never pay to send it back. After we approve your return, we email a label for you to print and attach. If you do not have a printer, tell us in your reply and we will look at another way to get the label to you.
\nThe label covers the items listed in your return request. If you later decide to add another item from the same order, email us again so we can update the request rather than squeezing extra pieces into the box.
\nMany of our pieces are fragile, so careful packing protects your return and keeps the process quick.
\n| Item | \nHow to pack it | \n
|---|---|
| Suncatcher or acrylic piece | \nLeave any protective film in place if it is still on. Wrap in paper or bubble wrap and lay it flat between two pieces of card. | \n
| Ceramic or glass ornament | \nWrap each ornament on its own. Fill gaps in the box so nothing moves when you shake it gently. | \n
| Canvas print | \nProtect the corners with card or folded paper, and keep the printed face from touching anything sharp. | \n
| Poster or wall decal | \nRoll loosely, image facing outward, and use a sturdy tube or a flat stiff envelope. | \n
| Memorial stone or garden slate | \nUse a strong box with padding on every side; these pieces are heavy and can chip at the edges. | \n
| Blanket or pillow cover | \nFold neatly and place in a bag or box to keep it clean and dry. | \n
The original packaging is helpful but never required. Any clean, sturdy box works. Include a slip of paper with your order number so we can match the parcel quickly.
\nBecause every piece is made to order, an exchange is really a new piece made for you. Tell us in your return email what you would like instead, whether that is the same design in a smaller canvas size, the line art style rather than watercolor, or a different shape of suncatcher, and we will explain how we can arrange it for your order.
\nA route that always works is to return the original for a refund or store credit and place a new order for the piece you prefer. If you choose store credit, it never expires, so there is no rush to pick the replacement. If your concern is size, our Size Guide may help you choose before you reorder.
\nA customer ordered a 36 × 24 in canvas of her beagle, then found it was too wide for the wall above her loveseat. She emailed within the 60 days, received a free label, sent the canvas back, and used her store credit for a smaller canvas print of the same design. She chose the new size at her own pace, weeks later.
\nPersonalised products follow exactly the same return rules as everything else. You can return a suncatcher that reads “Biscuit” even though no one else could use it. We do, however, print exactly what you type, and we do not send a proof first. The live preview on the product page shows your text before you pay, so please check the pet’s name, any years and the tagline carefully.
\nIf you spot a typo, such as “Mohci” instead of “Mochi”, the quickest fix is to email us within 24 hours of ordering, before printing begins; see Cancel or Change an Order. If the piece has already arrived with your typo on it, you can still return it within 60 days with a free label.
\nIf something arrives broken, faulty or different from what you ordered, for example a heart ceramic ornament with a chipped edge, or a tabby design when you chose a Siamese, please email us as soon as you notice. Include:
\nWe reply within 24 hours on business days and tell you whether we need the item back. If we do, the return label is free, as always. Photos you email are deleted 30 days after delivery. These cases sit within the same 60 days from delivery that apply to every return.
\nIf you ordered three acrylic ornaments for three cats and only one design did not feel right, you can return just that one. Name it clearly in your email, for example “the ornament for Pepper”, and keep the other two. The free label covers the single ornament, and the refund or credit covers only that item.
\nThe 60-day window and the free label apply in all four countries we deliver to. A friend in Halifax returning a suncatcher, or siblings in Auckland and Perth each returning part of a garden slate pack, follow the same steps as a customer in Nebraska. Because these parcels cross a border back to the USA, our reply includes any extra instructions the return needs, so please read it through before you drop the parcel off.
\nIf someone sent you a Pet Petal piece and you would prefer something else, you can contact us yourself. Tell us whether you would like the value returned to the person who paid or kept as store credit for you to choose a different piece. We will not mention the return to the sender unless you ask us to.
\nThat is fine. Use any clean, sturdy box and the packing tips above. Missing packaging never stops a return.
\n| Your situation | \nWhat to send us | \nReturn postage | \n
|---|---|---|
| Changed your mind or the size is wrong | \nOrder number and the items coming back | \nFree label | \n
| A typo you typed into the name field | \nOrder number and the item | \nFree label | \n
| Arrived chipped, cracked or faulty | \nOrder number, photo of the damage and of the box | \nFree label if we need it back | \n
| Wrong breed, style or design sent | \nOrder number and a photo of what arrived | \nFree label if we need it back | \n
| Gift you received | \nSender’s name or order number, and the item | \nFree label | \n
When the return arrives, we match it to your request and check that the items listed are inside. We then issue your refund within 7 days of receiving the return, or apply store credit if you chose that. The Refund Policy covers the amounts, methods and timing in detail. If your order has not shipped yet, there is nothing to return: see Cancel or Change an Order instead.
\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. You can also read our Shipping & Delivery page or browse the FAQs.
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