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Welcome to the Petoir Help Center
At Petoir, we are committed to providing exceptional service and support to our customers. Whether you have questions about our products, need assistance with an order, or require help with any other aspect of our services, we are here to help.
How Can We Assist You?
FAQ
How do I cancel my order?
You will have the option to cancel your order within your confirmation email. You may also contact our customer service team at customerservice@petoir.com. Please include your order number and the reason for cancellation in your message.
Orders can only be canceled before they have been dispatched. If your order has already been shipped, please refer to our return policy for further instructions.
How do I make a return?
Returns must be initiated within 14 days (unless stated otherwise ex. trial deal) of receiving your order. Items must be unused and in the original packaging.
Return by mail
Reach out to our customer support team at customerservice@petoir.com to initiate the return process with your order number and details about the item you wish to return. Then you will receive further instructions about the return process.
Return in store
You can visit any of our retail stores and present your order confirmation or packing slip as proof of purchase. All items must have the original tags attached.
Refund process
Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, a refund will be processed to the original payment method.
Non-Returnable items
Certain items may not be eligible for return due to hygiene, final sale, or other reasons. These items will be clearly marked on the product page.
How do I track my order?
Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking information.
Click on the tracking number link or enter the tracking number into our tracking page.
Tracking information may not be immediately available after your order is placed. It can take up to 2 days to process all orders.
What if my package gets lost or arrives damaged?
Lost packages
At Petoir, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team at customerservice@petoir.com with your order number and any relevant details.
Damaged packages
We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team at customerservice@petoir.com within 48 hours of receiving the order and include photos of the damaged items or package.
We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.
What is your shipping policy?
Our standard shipping time to USA is 7-16 business days.
Shipping fees, if applicable, will be calculated and displayed at checkout. Please note that delivery times may vary depending on your location and the time of year.
For additional questions about our shipping policy, please contact us at customerservice@petoir.com
Need Further Assistance?
If you need more help or have specific questions, don't hesitate to contact us. We're here to ensure you have a seamless shopping experience.