My order hasn't arrived — what do I do?

If your Petterm order hasn’t arrived, here’s how to figure out what’s happening.

Step 1: Check tracking

Open your shipping confirmation email or sign in at petterm.com → My Orders → Track shipment. The tracking page tells you exactly where the package is.

Step 2: Match what tracking says to one of these cases

Case A — Tracking says “delivered” but you don’t have it

This is the most common situation. Wait 24 hours — carriers sometimes mark packages delivered slightly before they arrive. Meanwhile:

• Check neighbors, building mailroom, side gate, porch corners.
• Check inside any covered receptacle (Amazon Locker-style boxes, package vestibules).
• Ask anyone in your household who might have brought it in.

If still missing after 24 hours, email us with your order number. We’ll file a claim with the carrier and send a replacement, typically within 1–2 business days of contact.

Case B — Tracking hasn’t updated in 5+ business days

Carriers sometimes go quiet mid-route, but 5+ days without movement usually means a problem. Email us with the order number — we’ll contact the carrier to locate the package or issue a replacement.

Case C — Tracking shows the package is still in transit (within the expected window)

Wait. Standard shipping is 3–7 business days from leaving our warehouse. Expedited is 2–3 business days. If you’re inside this window, the package is on its way.

Case D — The order shows “label created” but never moved past that

This means the label was printed but the carrier never scanned the package. Email us — sometimes packages are lost at handoff to the carrier. We’ll send a replacement.

What we’ll do

For lost or never-arrived packages:

1. We file a carrier claim (we don’t ask you to do this).
2. We send a replacement once the carrier confirms the package is missing — usually 1–2 business days.
3. If we can’t get carrier confirmation within 5 business days, we send the replacement anyway. We won’t make you wait while a carrier investigation drags out.

Refunds vs replacements

If you’d prefer a refund instead of a replacement, just say so when you email us. We’ll process the refund within 1–2 business days.