Submit a Ticket

Last updated: November 2, 2026

A ticket at Pet Petal is simply an email to [email protected] with a clear subject line. There is no form to fill in and no account needed. Pick the topic below that matches your question, click its link, and your email app opens with the subject already written. Add the details listed for that topic, press send, and a person reads it. We reply within 24 hours on business days.

1. Choose your topic and open a ticket

Each link below starts a new email to [email protected] with the subject filled in. Replace the words “order number” in the subject with your own number, found in your order confirmation email.

1.1 Before you order

• Question before ordering: which style suits your pet, whether a breed is in the list, what a verse option says.
• Size question: which suncatcher fits your window, or which canvas print suits your wall.
• Personalisation wording check: whether your tagline or name fits the field and our rules.

1.2 Orders already placed

• Order change: a name spelling, years, style or shipping address, within 24 hours.
• Cancel order: within 24 hours of placing it.
• Where is my order: if the order seems late compared with the estimate.
• Gift delivery: questions about a piece being sent to someone else.

1.3 After delivery

• Damaged item: a chipped, cracked or scratched piece.
• Wrong item or wrong text: something different from what you ordered or typed.
• Return request: any reason, within 60 days of delivery.
• Refund question: the status of money owed to you.
• Store credit: checking or using a balance.

1.4 Account, payment and legal

• Payment or checkout problem: an error at checkout or a charge you do not recognise.
• Privacy request: a copy, correction or deletion of your information.
• Copyright notice or IP concern: for rights holders.

If the link does not open an email app on your device, copy the address [email protected] into any email service and type the subject from the list yourself. Webmail works just as well.

2. What to include for each ticket type

3. Worked examples from real situations

3.1 A name typed wrong

You ordered a round ornament for Mochi and see “Mohci” in your confirmation email. Click Order change, replace “order number” with yours, and write: “Ornament, current text Mohci, correct text Mochi.” Because we print exactly what you type, the correct spelling written once is the clearest instruction. Sent within 24 hours, the change is made before printing.

3.2 A chipped ceramic heart

A heart ceramic ornament arrives with a chip on its edge. Open a Damaged item ticket, attach one photo showing the chip and one of the box, and tell us whether you would like a replacement or a refund. Please keep the piece and its packaging until we reply with the next step.

3.3 A canvas that is too wide

Your 36 × 24 in canvas print looks lovely but is too wide for the wall above your loveseat. Open a Return request, mention the size you would prefer if you want to reorder, and choose refund or store credit. We send a free return label. If you want help picking the smaller size, a Size question before reordering is welcome.

3.4 A memorial gift for a friend abroad

You want to send a teardrop suncatcher reading “Luna 2012 – 2026” to a friend in Halifax. If you have a question about the delivery, open a Gift delivery ticket with the order number and your friend’s city. Confirmation and shipping emails come to you, so your friend is not surprised by messages about an order. Take your time; we will answer gently and plainly.

3.5 Several pets in one cart

You ordered three acrylic ornaments for three cats and want to change one cat’s breed. One Order change ticket is enough: list the ornament by its cat’s name and the new breed choice, and leave the other two unmentioned.

3.6 A garden slate pack shared across two countries

You bought a garden slate pack of 3 for siblings in Auckland and Perth and want to know how the pieces will travel. Open a Gift delivery ticket before ordering, or with the order number after, and list each address’s country. We explain what we can for New Zealand and Australia; import duties depend on the destination country, so we may also suggest checking local rules.

3.7 Choosing a suncatcher for a kitchen window

You picture Biscuit, your golden retriever, on a peony suncatcher above the sink and wonder whether the 6 in size will look too small. Open a Size question and tell us the width and height of the glass in inches, and whether the window faces the morning or the afternoon sun. We reply with an honest suggestion; the suncatchers collection lets you compare the shapes while you wait.

3.8 A blanket for the sofa

You are deciding whether a 50 × 60 in fleece blanket will cover the seat of a three-seat sofa. A Question before ordering ticket with your sofa’s measurements is enough. If the size turns out wrong after delivery, it can still come back within 60 days.

4. What happens after you press send

1. Your email arrives in our support inbox. There is no automatic ticket number; your subject line and order number are the reference.
2. A person reads it and replies within 24 hours on business days. Messages sent on a weekend or public holiday are answered on the next business day.
3. If we need anything else, such as a clearer photo, we ask in that reply. Please answer in the same thread rather than starting a new email.
4. When the request is done, for example the name fixed or the return label sent, we confirm it in writing so you have a record.

If you have not heard back after 24 business hours, check your spam or junk folder for a message from [email protected], then reply to your own sent email so the history stays together.

5. Writing a ticket that is solved in one reply

Most back-and-forth comes from a missing detail. These habits help:

• Keep the order number in the subject. “Return request – 4812” finds your order at once; “Help” does not.
• Write names exactly. When a pet’s name matters, type it on its own line, the way it should be printed, and say whether capitals matter.
• Say which item. In an order with several pieces, describe the one you mean: “the line art ornament for Pepper”, not “the ornament”.
• Give the outcome you would like. Replacement, refund, store credit or a change: saying it up front saves a round of email.
• Use the email from your order. If you write from another address, mention the one used at checkout so we can match them.
• Reply in the same thread. Adding a photo later? Reply to our last message rather than starting again, so the history stays in one place.

6. Tickets about a pet who has passed

Some of our messages come from people who have just lost a companion, or who are choosing a gift for someone who has. There is no need to explain more than you want to. A line such as “memorial ornament for Luna, please check the years” is enough for us to help. If a memorial piece arrives and it does not feel right, a return within 60 days of delivery is open to you, and we will handle it quietly. Whenever you are ready is the right time to write.

7. Keep your ticket safe

• Never send a full card number, security code, bank details or a password. We will never ask for them.
• Send photos only when they help, such as damage or a printing problem. We do not need a photo of your pet for any order, because our designs are breed illustrations and there is no photo upload.
• Photos sent for an order are deleted 30 days after delivery. Our Privacy Policy explains what else we keep.
• If a message claiming to be from Pet Petal asks for payment details, forward it to us and do not reply.

8. Requests we cannot take on

So you are not left waiting for an answer that cannot come, here is what a ticket cannot change:

• Destinations outside our four countries. We sell and ship only to the United States, Canada, Australia and New Zealand, and cannot add another country to an order.
• A portrait of your own pet from a photo. Our designs are breed illustrations in watercolor, floral wreath or line art style; we do not draw from customer photos.
• Brand, team or character names and logos. We do not print them, as our Intellectual Property Policy explains.
• A proof before printing. The live preview on the product page is the check, so look closely before you add to cart.
• Live chat or calls. Support is by email only, which also gives you a written record of every answer.

9. Answers you might find faster

Some questions already have a full answer on another page. You are still welcome to open a ticket, but these may save you a wait:

• Delivery times to the US, Canada, Australia and New Zealand: Shipping & Delivery.
• Checking where a parcel is: Order Tracking.
• The 24-hour change window step by step: Cancel or Change an Order.
• How returns and free return labels work: Returns & Exchanges.
• When money comes back: Refund Policy.
• Choosing a style or product: FAQs and the Help Center.

10. Still not sure which topic to choose?

Send a plain email to [email protected] with the subject “General question” and describe what you need in a few sentences. We will sort it into the right place. Support is by email only. Pet Petal, 620 H St, Fairbury, NE 68352, US. You can also visit Contact Us.