Help & Questions
Return policy
Our goal is for every customer to be totally satisfied with their purchase. If this isn't the case, let us know and we'll do our best to work with you to make it right.
Shipping
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Manufacturing
Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
Shipping
What's your shipping policy?
We offer free standard shipping within the US on orders over $99. You can read the full shipping policy here.
Where do you ship?
We currently ship only to the US. We're still working on ways to ship to more countries and hopefully, we’ll be able to soon.
When will my order ship?
We send orders out within a few business days. The estimated delivery window for standard shipping is 5-8 business days.
Orders and Returns
How do I track my order?Once your order is on its way, you will receive a confirmation email containing your tracking number. Make sure to check your spam/junk folders if you don't see this email in your inbox. If you still can't find it, email or text us with your order number.
Can I cancel or change my order?
Yup, as long as your order is still processing, hasn’t been packed up, and a label hasn’t been created. Just a heads up, we can’t guarantee changes or cancellations once it’s placed. Please reach out to us at support@thepetrunway.com as quickly as possible, and we’ll do our best!
Can I update the billing address on my order after purchase?
Once an order is placed, we can't update the billing address. If your payment went through and you got a confirmation email, it means all’s well and your order will be sent out, hiccup free!
What do I do if my package says it’s been delivered but I haven't received it?
If your package is marked as delivered but you don't have it:
- Wait a few more days - it might still be in transit
- Check with family, neighbors, or building management in case it was sent to someone else nearby by mistake
- Verify your shipping address with us
- Contact your local post office, since they might have it for pickup.
If you've tried these steps and still haven't gotten your package, let us know.
What do I do if my order is damaged or missing items?
If your order is defective or damaged, you received the wrong item, or if something’s missing, reach out to us so we can make it right.