Customer Updates Regarding COVID-19

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While it is business as usual at Petal & Pup, we’re doing everything we can to preserve the health and safety of our beloved customers and dedicated staff.

Where possible, we have supported work-from-home environments for our employees in our Australian and US office. We’ve also implemented social distancing and elevated health standards at our shipping facilities.

We are continuing to ship all orders and process returns without delay and have extended our returns period to 45 days. We will update our website if anything changes, or if delays are expected.

To ensure we are available to our customers, our Customer Service & Social Media team is online as normal (remote of course!) to answer your requests.

Please stay safe and well, we are all in this together.

FAQ'S

I need to change my address due to COVID-19. Is that possible?

We are happy to look into whether the address can be updated at this time. We will contact the courier directly to facilitate the change of your address. If for some reason they are not able to make the change, we will make a note on the order to have that parcel re-shipped as soon as it is returned to us.

Due to current restrictions I may not be able to print my return label or drop off my returns within the return time. Will I still be able to return?

The COVID-19 is having a significant impact on the lives of many around the globe. The safety and wellness of our wonderful customers is our highest priority and we would like to minimize stress wherever possible. To better serve you we have extended our return time frames to 45 days from the date of delivery.

Has COVID-19 affected your delivery and order process?
We are not currently experiencing any delays with order processing however, our couriers have reported slight transit delays which may affect the delivery of your order. To find out if your order will be affected by these service adjustments feel free to visit Australia Post's Service Information page.

We will continue to monitor the situation and will provide updates should anything change. We are happy to have the opportunity to continue to provide support wherever needed.

Will my refund/store credit be delayed due to COVID-19?
It’s business as usual here at Petal & Pup. Returns can be expected to complete processing within 3 - 6 business days from the date it arrives at our warehouse. Once your refund/store credit has been issued you will be notified via email. The email will be sent to the same email the order was placed with. If you have any other questions or concerns please feel free to share those with us.

Can I get a refund over store credit due to COVID-19?
The safety and wellness of our wonderful customers is our highest priority and we do not wish to add any more stress to your lives. To better serve you we have extended our return time frames to 45 days from the date of delivery. We will also be happy to accommodate your request to issue a refund over store credit for the qualifying return.

For any other questions, please do not hesitate to contact us. Our customer will always continue to be our first priority.