FAQ

Welcome to Petlyly. We want your entire experience with us to feel effortless, from the moment you spot a design you love to the day your package arrives. This guide walks you through each stage of your purchase, so you always know what to expect and where to turn if you have a question.

Getting Started with Your Order

Finding something you like is just the beginning. When you’re on a product page and ready to make a selection, use the “Add To Cart” button to place that item into your shopping bag. After that, the checkout process will lead you through a few straightforward steps to finalize everything. Once your order is confirmed, you’ll hear from us with a summary, and we’ll begin getting your items ready to ship.

After You’ve Checked Out

A lot happens behind the scenes once you’ve completed your purchase. We immediately start processing your order so it can move through our fulfillment pipeline without delay. You won’t be left wondering about the status—we’ll send you an update as soon as your package is handed over to the carrier and begins its journey to your address.

Tracking Your Package

When you receive your tracking number, keep in mind that it can take 1-2 days for the information to become visible in the carrier’s system. This is a normal part of the handoff process, and the number itself is active even if the scans haven’t populated yet. If you’ve waited a few days and the tracking still isn’t showing any movement, we recommend reaching out directly to the shipping carrier. They have the most immediate access to the package’s location and can investigate if something has gone off course, including the rare instance where a shipment is lost in transit.

Payment and Security

You can complete your purchase using Visa, Mastercard, or Paypal. Whichever method you choose, your card will be charged right after your order is successfully placed—there’s no delay or separate authorization hold that leaves you guessing.

Protecting your personal details is fundamental to how we operate. Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, a standard relied upon across the internet for processing payments safely. We use that information only to complete the transaction you’ve requested, and it is not stored afterwards. The safeguards we have in place are designed to meet the highest industry standards, so you can shop with confidence at Petlyly.