Where is my order?

You can track every Petterm order from two places.

From your shipping confirmation email

When your order leaves our warehouse, we send a shipping confirmation email with:

• The tracking number
• A direct link to the carrier’s tracking page
• The expected delivery window

The email is sent to the same address you used to place the order. Check spam if you don’t see it.

From your account

1. Sign in at petterm.com.
2. Open My Orders.
3. Find the order in the list — recent ones are at the top.
4. Click Track shipment for live status.

What the tracking statuses mean

• Label created — the order has been processed and a label is printed, but the package isn’t with the carrier yet. Status usually updates to “Picked up” within 24 hours.
• In transit — the package is on its way through the carrier’s network.
• Out for delivery — the package is on the truck for delivery today.
• Delivered — the package has been marked delivered by the carrier.

Tracking hasn’t updated in a few days

Carrier tracking sometimes goes quiet for 24–48 hours, especially mid-route. The package is still moving — it just hasn’t scanned through a checkpoint recently. If tracking hasn’t updated in 5+ business days, email us and we’ll investigate.

Tracking says delivered but the package isn’t here

This happens occasionally — carriers sometimes mark packages delivered before they arrive. Wait 24 hours, then:

1. Check with neighbors and your building/mailbox.
2. Check porch, side gate, and any covered area where the carrier might leave packages.
3. If still missing after 24 hours, email us with the order number and we’ll file a claim with the carrier.

We’ll send a replacement once the carrier confirms loss — typically within 1–2 business days.