Free shipping
Petello offers free shipping on products, helping you plan your pet furniture purchase with a cleaner checkout experience and no surprise standard shipping charge.
Petello Delivery Care
Shipping Policy
Petello ships premium pet furniture and home living essentials with a clear, supportive, and customer-friendly process. This policy explains how orders are processed, how delivery timing works, what to expect after checkout, and how we help if a shipment needs attention.
At A Glance
Clear shipping from start to finish.
Petello keeps shipping simple for customers shopping pet sofas, pet beds, indoor pet houses, cat trees, wall furniture, stairs, ramps, feeding stations, bowls, toy storage, and dog crate furniture.
3–5 business days
Our standard delivery estimate is 3–5 business days after the order has been processed and prepared for shipment.
Tracking provided
When tracking is available, shipping information is sent to the email address used during checkout so you can follow the delivery progress.
24/7 support
Petello support is available around the clock for delivery questions, address concerns, tracking help, and shipment-related assistance.
Careful preparation matters.
Pet furniture is reviewed, packed, and prepared with delivery clarity in mind.
Prepared
Order Processing
Every order begins with careful preparation.
Once your order is placed, Petello begins processing the order details, reviewing the shipping address, confirming the product selection, and preparing the item for fulfillment. Because many Petello products are furniture-style items, careful preparation is important for a smooth delivery experience.
Orders are generally processed during business days. Processing time is separate from the delivery estimate. The 3–5 business day delivery window begins after the order is prepared and shipment movement has started.
- Customers should review the shipping address carefully before completing checkout.
- Order confirmation details are sent to the email address provided at checkout.
- Large, furniture-style items may require additional packing care before they leave fulfillment.
- If an address issue is noticed, customers should request help as soon as possible.
Delivery Rhythm
What happens after you place an order.
Petello aims to keep every shipment understandable. While delivery conditions can vary by product, location, carrier activity, and seasonal demand, the process follows a clear order flow.
Order confirmation
After checkout, an order confirmation is sent to the email address used at purchase. This confirms that your order has been received by Petello.
Processing and preparation
Your order details are reviewed, the shipping address is prepared for fulfillment, and the product is readied for delivery.
Shipment movement
Once the order is in transit, tracking information may become available and will be shared when supported by the shipment method.
Home delivery
Your Petello order is delivered to the shipping address provided at checkout. Please inspect the package upon arrival and keep packaging until the item is fully reviewed.
Tracking And Updates
Know where your order stands.
Tracking helps customers understand shipment progress. For furniture-style pet products, tracking updates may appear in stages as the carrier receives, scans, and moves the package.
Email updates
Petello sends order and shipping updates to the email address entered at checkout. Customers should make sure the email address is accurate and check spam or promotions folders if updates are not visible.
Tracking timing
Tracking may not show movement immediately after it is created. Carrier systems can take time to scan and update the shipment status, especially for larger packages.
Delivery changes
If a carrier offers delivery preferences, those options are usually managed directly through the carrier. Petello support can help review shipment information when available.
Address accuracy
Customers are responsible for entering a complete and accurate delivery address. Apartment numbers, unit numbers, building details, and phone numbers can help prevent avoidable delivery issues.
Large packages
Some pet furniture items may arrive in larger cartons. Please make sure the delivery area is accessible and that someone can safely move the package indoors if needed.
Delivery review
Once delivered, please inspect the package exterior and product condition. Keep the box, inserts, and protective materials until you confirm the item is correct and complete.
Coverage Details
Shipping built for residential pet homes.
Petello primarily serves customers looking for premium pet furniture and pet home essentials. Shipping availability may depend on product type, destination, package size, and fulfillment conditions.
If a product cannot be shipped to a specific address, Petello may contact the customer for clarification, an updated address, or an alternate resolution.
Residential addresses
Customers should provide a full residential delivery address, including apartment, suite, unit, or building information when applicable.
Undeliverable orders
If an order is returned due to an incorrect, incomplete, or inaccessible address, Petello support will review the situation and help determine the next step.
Multiple items
Orders containing multiple products may arrive in separate packages or at different times depending on fulfillment and carrier handling.
Seasonal volume
Delivery estimates may be affected by holidays, weather conditions, high order volume, carrier delays, or events outside Petello’s direct control.
Delivery Issues
How we help when shipping needs attention.
Most orders arrive smoothly, but shipping questions can happen. Petello encourages customers to reach out with clear details so support can review the order efficiently.
Delayed tracking
If tracking has been created but does not update immediately, allow time for the carrier system to scan the package. If the delay continues, Petello support can help review the available shipment information.
Marked delivered
If tracking says delivered but the package is not visible, check nearby entrances, mail areas, package rooms, front desks, neighbors, and carrier delivery notes before contacting support.
Damaged package
If the package arrives damaged, photograph the outer carton, shipping label, inner packaging, and product condition before discarding any materials. This helps Petello review the issue properly.
Missing item
If an order includes multiple items, packages may arrive separately. Review tracking details and order emails first, then contact support if an item still appears missing.
Wrong address
If the wrong shipping address was entered, contact Petello as quickly as possible. Address changes cannot always be guaranteed after an order begins processing or shipment movement.
Order review
For shipment help, include your order number, email address used at checkout, delivery address, photos when relevant, and a clear description of the concern.
Before Contacting Support
Information that helps us review your shipment faster.
When reaching out about shipping, complete information allows Petello to review the order more efficiently. Please include the details below whenever possible.
- Your Petello order number and the email address used at checkout.
- The full shipping address entered on the order, including apartment or unit details.
- A brief description of the shipping issue, such as delayed tracking, missing package, damage, or address concern.
- Clear photos of the package, product, shipping label, and packing materials if damage or incorrect delivery is involved.
- Any carrier notes, delivery photos, or tracking updates that appear on the shipment page.
How much does shipping cost?
Petello offers free shipping on products. This helps keep checkout simple and makes it easier to plan purchases across pet sofas, pet beds, cat furniture, feeding items, storage pieces, stairs, ramps, and dog crate furniture.
How long does delivery take?
The standard delivery estimate is 3–5 business days after an order has been processed and prepared for shipment. Processing time and delivery time are separate parts of the order journey.
Will I receive tracking information?
When tracking is available, Petello sends shipment information to the email address used at checkout. Tracking may take time to update after the carrier receives the package.
Can I change my shipping address?
If you need to correct an address, contact Petello as soon as possible. Address changes cannot always be guaranteed after an order has entered processing or shipment movement.
What should I do if my package arrives damaged?
Keep the item, box, shipping label, inner packing materials, and take clear photos of the package and product condition. Contact Petello support with your order number and images so the issue can be reviewed.
Why did my items arrive separately?
Some orders may ship in multiple packages depending on product size, fulfillment location, or carrier handling. This is common for larger furniture-style pet products or orders with multiple items.
What if tracking says delivered but I cannot find it?
Check porches, side doors, mailrooms, package lockers, front desks, neighbors, and carrier delivery notes first. If the package still cannot be located, contact Petello support with your order and tracking details.
Who can I contact for shipping help?
Petello support is available 24/7. You can reach us at support@petello.xyz or +1 (818) 827-5384. For the fastest review, include your order number and a clear description of your shipping question.
Petello Shipping Promise
Premium pet furniture, delivered with clarity.
Petello is committed to making shipping simple, transparent, and supportive. From order confirmation to delivery review, our goal is to help your pet furniture arrive with confidence and care.