FAQ

HOW QUICKLY CAN YOU ANSWER MY QUESTION?

We answer messages and emails in the order they are received and aim to respond promptly. Most replies occur within 24 hours.

CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?

Once an order is placed, our warehouse can pack and ship within 24 hours, making it difficult to process address changes. If you notice an error, please email us ASAP with your name and order number. We’ll do our best to make corrections before shipping.

HOW LONG IS THE PROCESSING PERIOD?

Order processing times are between 1-3 business days after placing your order. Most packages are prepared within 24 hours, but during peak times, processing may take longer.

GENERAL SHIPPING INFORMATION:

  • Orders are processed and shipped Mondays - Fridays (excluding major holidays).
  • Your package will be shipped within 1-2 business days after placing your order, and you will receive an email with tracking information soon after.
  • Depending on where you live, packages are delivered within 5-10 business days from the date of shipment.

WILL MY ORDER COME IN ONE PACKAGE?

Depending on the size of your order, you may receive separate packages that could arrive 1-2 business days apart.

OUT OF STOCK/BACKORDERED ITEMS:

In the event that any of your items are out of stock, we will send you an email to let you know when we expect to ship them. If the items are not expected to be restocked within 2 weeks, we will automatically refund you for those items.

ADDRESS CHANGES:

If you notice an error in your shipping address, please email us ASAP with your name and order number. We’ll do our best to correct it before your package departs. There’s no guarantee we can change it once it leaves our warehouse, but we’ll do everything we can!

DO YOU SHIP INTERNATIONALLY?

Yes, we ship internationally to almost all countries. You will receive your shipment 5-10 business days after the order is shipped. All orders are shipped out within 1-2 business days.

I RECEIVED A DAMAGED ITEM, WHAT DO I DO?

We apologize that your shipment didn't arrive in perfect condition! Please contact us with your name and order number for further assistance.

HOW CAN I TRACK MY ORDER?

We always send out tracking information to the email provided at checkout, so you can keep an eye on your package's journey.

WHY ISN'T MY TRACKING NUMBER WORKING?

Tracking numbers often only function on domestic orders, as foreign postal systems may not update the package location in our carriers' systems. International shipping can occasionally take up to 2-4 weeks. If your order is domestic and the tracking number doesn't work, please let us know so we can ensure proper shipping.

THE TRACKING NUMBER SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY ORDER?

All domestic (U.S.) delivery issues become the responsibility of USPS once shipped from our warehouse. You can contact USPS at (800) 275-8777 to locate your package at your local post office.

WHAT DO I DO IF SOMETHING IS MISSING IN MY ORDER OR IS DAMAGED?

If any of your purchased items are missing or damaged, please contact us immediately to resolve the issue. We have a Money Back Guarantee that lasts 30 days from the delivery of your order, so be sure to reach out within that timeframe.

To get in touch, use the Contact Us tab or email us at contact@petrazy.com.