How to Track Your Order
Updated June 26, 2026
Once your order has been processed and shipped, keeping an eye on your package is easy. Follow the steps below to track your delivery.
Step 1: Check Your Shipping Confirmation Email
As soon as your order leaves our facility (usually within 1-3 business days), PETJOYYY will send you a Shipping Confirmation Email. This email contains your unique tracking number. Start by clicking the tracking link in that email for the latest updates.
Step 2: Carrier Tracking
You can also reach out directly to or visit the website of the shipping carrier handling your delivery (typically UPS or Express). Provide them with your tracking number to inquire about the real-time status of your package. They can often provide the most accurate delivery windows or initiate an investigation if needed.
Step 3: Contact Customer Support
If the tracking information indicates an unusual delay, if your package is marked as delivered but you haven't received it, or if you haven't received your shipping confirmation email after a reasonable time, please reach out to our customer support team.
Can I change or cancel my order?
Updated June 23, 2026
We know that mistakes happen—whether you accidentally ordered the wrong item or need to update your shipping address. Here is everything you need to know about changing or canceling your order.
Before Your Order Ships
Our fulfillment team works quickly to get your PETJOYYY products packed and shipped (usually within 1-3 business days). If you need to change or cancel your order, please contact us immediately.
We will do our absolute best to intercept your order before it leaves our facility. When reaching out, please include your Order ID and the word "URGENT" in your message so our team can prioritize your request.
After Your Order Has Shipped
Once your order has been handed over to the carrier (UPS OR EXPRESS) and is en route, we are unfortunately unable to cancel it, modify the items, or change the delivery address.
What are my options if it already shipped?
If you need to return it: Once the package arrives, you can initiate a standard return within 30 days of delivery, provided the items remain unopened and unused. Please refer to our Return & Refund Policy for instructions.
If the address is wrong: If the package is delivered to the incorrect address you provided at checkout, we are unable to retrieve it or issue a refund. If the package is returned to sender (RTS) by the carrier due to an invalid address, our support team will contact you to arrange reshipment (additional shipping fees may apply) or a refund.
What if my package is marked as delivered but I haven't received it?
Updated July 22, 2026
It can be incredibly frustrating to see a "Delivered" status on your tracking link when you haven't actually received your package. Don't worry—in most cases, the package turns up within a few days. Here are the steps you should take.
Step 1: Wait 48 Hours
Sometimes, carriers (especially UPS) may accidentally scan a package as "Delivered" while it is still in transit or out for delivery. It is very common for the package to show up in your mailbox or on your porch within the next 24 to 48 hours.
Step 2: Check Your Surroundings & Ask Neighbors
Carriers will sometimes leave packages in hidden, secure locations to avoid theft. Please check:
Side doors, back porches, or behind planters/furniture.
Inside your garage or with an apartment concierge/leasing office.
With your neighbors—it's possible the driver left it next door by mistake.
Step 3: Verify Your Shipping Address
Check your order confirmation email to ensure the shipping address you provided at checkout was 100% correct, including any apartment or suite numbers.
Step 4: Contact the Carrier
If 48 hours have passed and you still haven't found your package, we recommend contacting the carrier (UPS OR EXPRESS) directly with your tracking number. They have GPS coordinates for where the package was scanned and can often reach out to the specific delivery driver for more information.
Step 5: Reach Out to Us
If you have completed the steps above and your package is still missing, please contact our support team. While PETJOYYY cannot be held directly responsible for lost or stolen packages after they have been successfully delivered to the correct address, we will do our best to assist you in filing a claim or finding a resolution.
Missing, Incorrect, or Damaged Items
Updated July 21, 2026
We pack every order with care, but we know that mistakes or shipping accidents can occasionally happen. If there is an issue with the items you received, we are here to fix it immediately.
I Received the Wrong Product
If you opened your package and found a product that is different from what you ordered, please contact us right away. To help us resolve this quickly, please email support@petjoyyy.com (or use the contact button below) and include:
Your Order ID
A photo of the incorrect product you received
The name of the product(s) you are missing
The name of the product(s) you actually received
I Am Missing an Item
If you ordered multiple items and one or more are missing from your package, first check your shipping confirmation. Sometimes items are shipped separately. If all items were supposed to be in one package, please email us immediately with:
Your Order ID
The name of the product(s) you are missing
The name of the product(s) you did receive
My Item Arrived Damaged
If your product or its packaging was damaged during transit, please take clear photos of the damaged item and the shipping box. Send these photos along with your Order ID to our support team, and we will arrange for a replacement to be sent to you as soon as possible.
How to Start a Return or Exchange
Updated July 25, 2026
To ensure a smooth and efficient process, all returns and exchanges must be authorized by our team before shipping. Please follow the steps below to initiate your request.
Step 1: Gather Your Order Information
Before starting the process, please ensure you have valid Proof of Purchase. This can be your order confirmation email, receipt, or a transaction record showing your Order Number (e.g., #1001) and the Email Address used to place the order.
Step 2: Submit Your Request for Authorization
Reach out to our customer care team to request a return. Please do not send packages back without prior authorization, as we reserve the right to refuse unauthorized returns.
Step 3: Pack and Ship
Once your return is approved, our team will provide you with the correct return shipping address and instructions. Please securely pack the items. Note that customers are responsible for return shipping costs unless the return is due to an error on our part (such as a defective or incorrect item).
Step 4: Inspection and Processing
Upon receipt of the returned item, our team will inspect the product to ensure it meets our return criteria (e.g., unopened and unused due to hygiene reasons). Once approved, a refund will be initiated through your original method of payment within 2-3 days.
Received a Defective or Incorrect Item?
If your product arrived damaged, defective, or if we shipped the wrong item, please contact us immediately. We will cover the return shipping costs for these errors and make things right.
What items are non-refundable? (Exceptions)
Updated July 20, 2026
While we offer a 30-day return policy for most of our products, there are a few exceptions. To maintain our high standards of quality, safety, and hygiene for all pets, certain items are non-refundable.
Hygiene & Safety Exceptions
For the safety of all pets in our community, we cannot accept returns on products that have been heavily used, contaminated, or depleted. If a product has been opened and you simply wish to return it because your pet didn't like it, please contact our support team first to see if it qualifies for an exception under our hassle-free guarantee. However, as a general rule, items returned for hygiene reasons must be unopened and unused.
Final Sale Items
The following items are strictly non-refundable and are considered Final Sale:
Gift Cards: Digital or physical gift cards cannot be returned or exchanged for cash.
Promotional & Free Items: Any items received for free as part of a promotional offer (e.g., "Buy One Get One Free" or free gifts with purchase) are not eligible for returns, exchanges, or cash value.
Clearance Items: Products marked as "Clearance" or "Final Sale" at the time of purchase cannot be returned.
Unauthorized Returns
As noted in our Return Policy, PETJOYYY reserves the right to refuse compensation for any packages that are sent back to us without prior authorization from our support team. Always reach out to us first to get your return approved!