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Petal & Pup

By processing your payment and completing an order with us, you accept the following terms and conditions regarding the shipping and delivery of your order.

All orders are packed and shipped within 24 hours of placement, excluding weekends and public holidays. Orders placed after 8pm PDT each day from Sunday to Thursday, and on Fridays will be shipped the following business day.

All prices listed below are in USD. 

October 22, 2020: Increased shipping volumes in anticipation for the holiday season have been observed across multiple couriers. This may impact your parcel delivery resulting in a 48 hour delay.

 

COUNTRY

COST

SHIPPING TIME

USA

Orders under $100 - Flat rate of $8.95.

Orders over $100 - Free shipping.

4 - 7 days. *COVID-19 delays may occur (3 - 8 days).

CANADA

Flat rate of $8.95.

2 - 4 days. *COVID-19 delays may occur (3 - 10 days).

REST OF THE WORLD

Flat rate of $19.95 pack and track international shipping.

3 - 10 days. *COVID-19 delays may occur (3 - 14 days).

    Shipping Methods

    Most purchases will be shipped via Seko OmniParcel Express courier service except for shipping destinations in Australia and New Zealand. 

    Orders shipping to Australia are shipped via Australia Post Express Post.

    Orders shipping to New Zealand are shipped via Australia Post International Express Post.

    Please note, processing delays due to; customs, public holidays, severe weather and courier transit errors are not within our control. 

    International Customs Fees

    Custom fees, duties and taxes are collected and paid for at the checkout and remitted to your local Customs authority by our couriers. Every effort is made to ensure the correct amount is collected at the checkout, however Petal & Pup cannot guarantee no further fees may need to be paid upon delivery. Where possible, we will advise you of this at the checkout.

    We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that are relevant to your purchase.

    Petal & Pup is not responsible for any additional taxes and customs charges that are requested during the shipment of your order. We do not offer refunds for these costs.

    If an order is refused by a customer due to customs duty, taxes and/or fees, the parcel will be held for 2 weeks. If these fees are not paid in this time the parcel will be abandoned. Subsequent fees may be applied to any refund if eligible. Petal & Pup is not responsible for refunding or handling of an abandoned order.

    Order Tracking

    Once your order is packed and leaves our warehouse, an email will be sent to the email address entered when the order was placed. This email will provide the tracking number so you can track the progress of your order.

    Additional Information

    Delivery times can change depending on the time of the year, holiday periods, weekends and severe weather. We are not responsible for lost or stolen packages or packages delayed in transit.

    Petal & Pup does not provide refunds to customers for failure to pay duties and taxes associated with their order.

    It is the customer’s responsibility to provide the correct shipping/delivery address for an order. If the wrong delivery address is provided, Petal & Pup may not be able to offer reimbursement for this package.

     

    FAQ’s

    Which countries do you ship to?

    We ship to over 80 countries worldwide! At checkout you’ll have the option to select the ship-to country from a drop down list. If for some reason you cannot find the ship-to country you’re looking for feel free to get in touch with our Customer Experience Team for assistance.

     

    How is COVID-19 impacting the shipping and delivery time?

    While it’s business as usual here at Petal & Pup many of our carriers have experienced delays due to changes in work-safety compliance to combat the spread of COVID-19. This combined with increased shipping volumes has caused delays in transit times. If you require delivery by a specified date, please review our estimated shipping time frames to ensure your order will arrive on time. 

    When will my order be shipped?

    All orders are packed and shipped within 24 hours of placement, excluding weekends and public holidays. Orders placed after 7pm PDT each day from Sunday to Thursday, and on Fridays will be shipped the following business day.

     

    How do I track my order?

    Once your order is shipped, you will receive an email notification with a link to track your shipment. This link will route you to view the tracking details as your order makes its way to you. 

    From this page you’ll also have the ability to sign up for text alerts that provide updates on the status of your package. 

     

    What if my order is not received? 

    So sorry to hear that you haven’t received your order!

    If your order has not been delivered within the estimated window, please contact our Customer Experience Team at contactus@petalandpup.com as soon as possible. Please be sure to include your order number and confirm your shipping address.


    Do you deliver to PO boxes?

    We do offer shipping to PO Boxes, APO and FPO addresses.

     

    How do I update my shipping address?

    We do our best to process and ship orders as soon as possible, so while we would love to-- regrettably we cannot always honor these changes or cancelations.

    Requests for address changes or order cancelations should be submitted within 3 hours from the time the order was placed. Please send your request to contactus@petalandpup.com  and be sure to include your order number and the keywords “order change” in the subject line. For address changes please include the new address in the body of the email. Please note, weekends, public holidays and high volumes may impact our ability to attend to every request.

     

    What if my order is delivered to the wrong address?

    We are so sorry to hear that your order was delivered to the incorrect address!

    Please contact our Customer Experience Team at contactus@petalandpup.com as soon as possible. Be sure to include your order number and confirm your shipping address, so we can have this resolved for you as soon as possible. 

     

    Will I be charged for customs fees?

    Customs fees, such as duties and taxes will be calculated and paid for at checkout where applicable. While we do our best to ensure the calculation of these fees are correct we regrettably cannot guarantee additional fees will not be due at the time of delivery.

    We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that are relevant to your purchase.

     

    What if I no longer want my order due to customs fees?

    If you no longer wish to receive your order due to applicable customs fees we’ll do our best to have the parcel returned to our warehouse. However, the customer will be responsible for fees associated with the handling of the abandoned order and this amount will be deducted from the refund amount. 

     

    Do you offer rush shipping options? 

     Regrettably, we do not offer faster shipping methods. We use express international shipping on all orders, which is the fastest shipping method possible from our warehouse in Brisbane, Australia.

     

    Terms & Conditions for Shipping

    Delivery times can change depending on the time of the year, holiday periods, weekends and severe weather. 

    It is the customer’s responsibility to provide the correct shipping/delivery address for an order. If the wrong delivery address is provided, Petal & Pup may not be able to offer reimbursement for this package.

    International Orders

    Petal & Pup does not provide refunds to customers for failure to pay duties and taxes associated with their order.

    Signature Release & Authority to Leave

    Due to COVID-19, delivery service will not require a signature and will only deliver with Authority to Leave. This means that your order will be left in a safe place so it is ready and waiting for you. 

    If you do not reside in an area that is safe to leave your order unattended or if you will not be home to receive it, please use an alternative address.