Question 1

When will I receive my order?

Accepted Answer

At Pétille, we're thrilled to provide your furry friends with the best products as quickly as possible! Once your order is placed, our team typically processes and ships it within 1-2 business days. For all pre-orders, the first shipment will begin on December 1st, 2024. Delivery times vary depending on your location, but you can generally expect to receive your order within 3-7 business days after it has been shipped. If you have any questions or need further assistance, our enthusiastic customer service team is always here to help. Thank you for choosing Pétille!

Question 2

What should I do if my package is delayed during shipping?

Accepted Answer

We understand the frustration that comes with delayed packages, and we are committed to ensuring a seamless experience for our customers. If your package is delayed during shipping, please follow these steps:

1. Check Your Confirmation Email: Review the shipping confirmation email you received when your order was dispatched. It contains your tracking number and a link to the carrier’s tracking system.

2. Track Your Shipment: Visit the carrier’s website and enter your tracking number to get the latest update on your package’s status. Sometimes, carriers experience delays that are beyond our control.

3. Allow Additional Transit Time: While we strive to deliver all orders on time, unexpected delays can occur. Please allow an extra 1-3 business days for standard shipping.

4. Contact Pétille Customer Support:(https://www.petille.co/contact) Please contact our customer support team at petilleusa@gmail.com. Provide your order number and tracking information so we can assist you promptly.

5. Resolution: Our customer support team will investigate the delay and work with the carrier to locate your package. If necessary, we will arrange for a replacement to be sent to you or offer a full refund.

At Pétille, your satisfaction is our top priority, and we are here to help resolve any shipping issues quickly and efficiently. Thank you for your patience and understanding.

Question 3

What should I do if my package is labeled as delivered, but I haven't received it?

Accepted Answer

First, check with neighbors or anyone in your household to see if they accepted the package on your behalf. Sometimes carriers leave packages in secure locations, so check around your property, including porches and garages. If you still can't locate the package, there are a few steps you can take:

1. Verify Delivery Address: Make sure the address listed on your order is correct.

2. Check for a Delivery Attempt Notice: The carrier may have left a notice indicating a missed delivery or providing further instructions.

3. Contact the Carrier: Reach out to the delivery service (e.g., USPS, FedEx, UPS) with your tracking number to get more details about the delivery status.

4. Contact Pétille Customer Service:(https://www.petille.co/contact) If you've tried the above steps and still can't find your package, contact our customer service team at petilleusa@gmail.com. We'll investigate the issue, file a claim with the carrier if necessary, and work to ensure you receive your order as soon as possible.

Question 4

What do I do if I received a defective order?

Accepted Answer

Chances of receiving defective item is very rare but it could happen. Please take pictures of a product which shows defect clearly & contact our support to check if it's eligible for replacement.

Question 5

Where do you ship?

Accepted Answer

We’re happy to let you know that we currently ship within the United States. However, please note that we are unable to ship to certain regions, such as Alaska, Hawaii, and U.S. territories like Puerto Rico at this time.

If you’re unsure whether your area is covered, feel free to reach out to us with your shipping address, and we’ll confirm the availability for you. We appreciate your understanding and are always here to help!