FAQ
Find answers to our most frequently asked questions.
Find answers to our most frequently asked questions.
Shipping & returns
What payment methods do you accept?
We offer secure checkout via American Express, Apple Pay, Google Pay, Mastercard, PayPal, Shop Pay, Union Pay, and Visa.
Can I change or cancel my order?
Yes. If you change your mind, contact us within 12 hours of ordering. After that, once the order is processed, changes or cancellations aren't possible.
What are your shipping policies?
Free shipping worldwide on every order.
Orders take 1–3 business days to process, then ship.
Delivery takes approximately 8–14 business days.
How can I track my order?
Once shipped, you'll receive a confirmation email with a tracking number. Allow 2–4 days for tracking updates.
Can I change my shipping address after ordering?
Contact support immediately and urgently if there's a mistake before the order ships. After dispatch, we cannot update the address. Returned packages due to wrong addresses won’t be refunded or reshipped.
What about delays, loss, or theft?
Petsville Village isn't responsible for delays, damages, or loss once the carrier takes possession. But we will:
Provide tracking details
Assist you with any claims.
If your order is marked delivered but not received, check your neighbours or the carrier, then contact us. We can help file a claim and offer a discounted reorder as a goodwill gesture.
Find answers about our products
Returns, Refunds & Exchanges
What's the return period?
Returns are accepted within 30 days of delivery. Items must be unused, in original packaging, with tags, along with proof of purchase. Returns must be pre-approved via email.
Do you offer exchanges?
No direct exchanges. Want a different item? Please place a new order and return the original following our policy.
How are shipping costs handled for returns?
Return shipping is your responsibility. We recommend using trackable shipping, as we can’t be responsible for lost returns.
What if my item arrives damaged or incorrect?
Inspect your items upon arrival. If anything is damaged, defective, or incorrect, contact us immediately with photos. We'll replace or refund without extra cost.
How do refunds work?
Once your return is received and inspected, we'll notify you. If approved, we’ll refund the original payment method within up to 5 business days, depending on your bank.
"Amazing quality and fast shipping! My dog absolutely loves his new bed. The team was super helpful when I had a question about sizing highly recommend Petsville Village!"
Emma L., Sydney, Australia
