Frequently Asked Questions

After completing checkout, you should receive an order confirmation at the email address provided during your purchase. Please check your spam or junk folder if it does not appear in your inbox.

Please contact us as soon as possible if you need to change your order. We will do our best to assist before processing or dispatch begins, but changes cannot always be guaranteed once an order is being prepared.

If your order has not yet been processed or dispatched, we may be able to cancel it. Please contact our support team as quickly as possible. Orders already in transit cannot normally be cancelled.

Yes. In some cases, products from the same order may be dispatched separately. If this happens, you may receive more than one tracking update for your order.

Yes. Petsoria offers free standard shipping on U.S. orders.

Once your order has been dispatched, tracking information will be sent to the email address used at checkout. You can use those details to follow your shipment until delivery.

Tracking systems can sometimes take time to register a new shipment or update between carrier facilities. If your tracking has not changed for an extended period, please contact our support team.

Please first check around your property, with other household members, neighbours and any safe delivery locations. If you still cannot locate the package, contact our support team with your order details.

Eligible items may be returned within 30 days of receiving your order. Please contact our support team before sending anything back so we can provide the appropriate return instructions.

Contact us through our contact page or email support@petsoria.com with your order information and the item you would like to return.

Please contact us as soon as possible and include your order details together with clear photos of the item received. Our team will review the issue and provide the appropriate next steps.

Once an eligible return has been received and approved, the refund will be processed to the original payment method. Your bank or payment provider may require additional processing time before the funds appear.

Please review the measurements and sizing information shown on the individual product page before ordering. When measuring your pet, follow the specific instructions provided for that product.

Pets vary greatly in size, age, habits and preferences. Please review each product description carefully and choose products appropriate for your individual pet.

Give your pet time to become familiar with new products and supervise them where appropriate. Remove any product if it becomes damaged or unsuitable for continued use.

Any product-specific care or cleaning information available will be included on the relevant product page or accompanying product information.

The payment methods currently available to you will be displayed securely during checkout. Available options may vary depending on your device, location and payment provider.

Payments are processed through the secure payment options made available during Shopify checkout. Petsoria does not ask customers to send card details by email or through the contact form.

Payment declines can occur for several reasons. Please check that your billing information is correct or contact your bank or payment provider if the issue continues.

You can contact us through our contact page or by email at support@petsoria.com.

If your question relates to an existing purchase, please include your order number, the email address used to place the order and a clear description of the issue. Photos can also be helpful when contacting us about an incorrect or damaged item.