This FAQ answers the questions we receive most often. It summarises, but does not replace, our full policies. Where this FAQ and a full policy differ, the full policy governs. Nothing in this FAQ limits a right you have under mandatory consumer law.
1. Sizing and Fit
Q: Some product pages don’t show a size chart or measurements. How do I choose a size for my pet?
If a product page does not list the measurements you need — chest girth, neck size, or back length for apparel and harnesses, or bed dimensions — contact us at [email protected] before ordering and we will check the actual product dimensions for you. We do not expect you to verify a specification that is not disclosed on the product page. Where we publish a size chart, you can rely on it; where we do not, the pre-purchase inquiry is how we resolve the gap.
Q: What if the item doesn’t fit my pet?
If the item does not fit, you can request a return within 14 days of receiving it under our commercial returns process, provided it is unused and in its original condition. A wrong-size return is treated as a customer-reason return: you bear the return shipping cost, and the original outbound shipping fee is not refunded.
If you are an EU/EEA consumer, the statutory withdrawal right described in Section 4 also applies to a wrong-size purchase. The commercial return route and the statutory route are separate, and you may use either.
2. Checkout and Payment
Q: What payment methods can I use?
We accept iDEAL and BLIK. iDEAL is offered for orders shipped to the Netherlands in EUR; BLIK is offered for orders shipped to Poland in PLN. No card-number fields are presented, and we do not accept Visa, Mastercard, or other card payments.
Q: When do I see the available payment methods — before or after I click “Place Order”?
After. You fill in your shipping information, click “Place Order,” and the system then evaluates your destination country and order currency to determine which of the two local methods applies. You will not see the final wallet list during the information-filling stage. The order is created in pending status; it is not accepted for processing or dispatch until the wallet authorization is confirmed.
Q: What are the authorization steps for each method?
iDEAL: you select iDEAL and are presented with a payment page offering a bank list or, where supported, a QR code. If you choose a bank, you are redirected to your bank’s online environment to sign in and confirm the payment. If you scan the QR code, you confirm the payment in your banking app. The authorization itself always takes place in the banking environment or app, not on our page. You are then returned to the Site.
BLIK: you open your banking app, generate a six-digit BLIK code (valid for 2 minutes), enter it on the payment page, and confirm inside the banking app within 60 seconds of the payment starting. If the 60-second window expires, the session times out and you need a new code. Customers typically approve within 10 seconds, but the timeout is enforced by the BLIK system, not by us.
Q: Should I ever send PetPurrlo my banking password or a verification code?
No. We do not request or store your online banking password, wallet login credentials, full payment account number, CVV, or one-time authentication codes. If a request for such information appears to come from us, contact us before responding.
Q: My payment was declined. Can I retry the same order?
In most cases, no — you need to place a new order. A failed or timed-out authorization cannot be resumed on the original order record, because the authentication reference tied to the failed attempt is consumed and a new authorization requires fresh authentication. If a pending amount appears in your banking app, the release timing is controlled by your bank.
This does not affect any right you may have against your bank for an unauthorized or incorrectly executed payment under PSD2 (see Section 4).
3. Orders, Processing, and Delivery
Q: Can I cancel or modify my order?
You can cancel before dispatch and receive a refund to your original payment method. Once the parcel has been handed to the carrier, cancellation is no longer possible through us; from that point, the statutory withdrawal right (where applicable) or the commercial return process applies.
Q: How long will delivery take?
Delivery time depends on the destination. We do not apply one window to all orders.
United States (contiguous 48 states): processing 1—3 business days + transit 5—8 business days = 6—11 business days from the date of order.
United States to major EU destinations (France, Germany, Italy, Spain, the Netherlands, Belgium, and comparable markets): processing 1—3 + transit 7—11 = 8—14 business days.
United States to other EU destinations (Portugal, Sweden, Greece, Finland, Poland, and comparable markets): processing 1—3 + transit 9—14 = 10—17 business days.
These windows include DDP customs clearance. They are estimates, not guaranteed delivery dates.
Q: I’m shipping to an APO/FPO/DPO military address. Does the U.S. window apply?
No. USPS is the only carrier that can deliver to APO/FPO/DPO addresses. USPS Ground Advantage shipments to certain military destinations may take 45—60 days after shipping to arrive, and tracking updates may be less frequent once the parcel enters the military postal system. The standard U.S. transit window in this FAQ does not apply to military addresses.
Q: Where is my tracking number?
We email a tracking number when the parcel leaves our facility. Tracking events can take up to 72 hours to appear, because scan data is generated when the parcel enters the carrier’s network. If nothing appears after 72 hours, contact us and we will open a carrier inquiry. For APO/FPO/DPO addresses, a tracking gap does not necessarily mean the parcel is lost.
4. Returns, Withdrawal, and Refunds
Q: Do all returns require pre-approval?
Not all. There are two separate tracks:
Statutory withdrawal (EU/EEA consumers): you have 14 days from the day you physically receive the goods to withdraw, without giving a reason and without needing our pre-approval. You notify us — by the electronic withdrawal function on the Site or by email — and then send the goods back within 14 days of that notification. You bear the direct cost of returning the goods; this Policy discloses that cost before purchase, as Article 14(1) of Directive 2011/83/EU permits. We reimburse all payments received from you, including standard outbound delivery, within 14 days of being informed of the withdrawal, subject to our right to withhold reimbursement until we receive the goods back or you provide evidence of return. We do not charge a restocking fee or a handling fee on a lawful withdrawal.
Commercial returns (all customers, including U.S. customers and change-of-mind returns outside the statutory route): these require pre-approval. Email [email protected] with your order number and reason; we respond within 24 hours on business days.
Q: Who pays return shipping, and what deductions apply?
Return due to our error (damaged, defective, or incorrect item): we cover return shipping and refund the item price plus standard outbound delivery. No deduction.
Customer-reason return: you pay return shipping. The original outbound shipping fee is non-refundable. If the order qualified for free shipping at $50.00** and the **entire order** is returned for a customer reason, the standard **$6.99 outbound fee is deducted. Non-recoverable import duties or VAT actually incurred by us may be deducted only where the law permits; we will state the deduction and its basis in the refund confirmation. No restocking fee is charged.
This deduction does not apply to a lawful EU statutory withdrawal, to a return caused by our error, or where consumer law requires a full refund.
Q: What condition must the item be in?
For commercial, customer-reason returns, the item must be unused and in original condition. Opened consumables (food, treats, supplements, chews), used hygiene products (cat litter, puppy pads), bedding or apparel showing pet hair, dander, odour, or stains, and toys or chews that have been used or damaged by a pet cannot be accepted on this track.
For a statutory withdrawal, the assessment is different. The commercial hygiene standards do not override the statutory limit. Under Article 16(e) of the Consumer Rights Directive, the withdrawal right does not apply to sealed goods that are not suitable for return for health or hygiene reasons and have been unsealed after delivery — this is a narrow exclusion, not a general “used = non-returnable” rule. For goods outside that exclusion, we may only account for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, and you are not liable for diminished value where we failed to provide the required withdrawal information.
Q: How long does a refund take to appear?
For statutory withdrawals: we reimburse within 14 days of being informed, subject to the withholding right above. For commercial returns: we process after inspection, and the refund can take up to 7 business days to appear on your account after we initiate it. Refunds go to the original payment method (iDEAL or BLIK); we cannot redirect to a different account.
Q: What if I believe the payment itself was unauthorized or executed incorrectly?
That is a matter between you and your bank, separate from the order-level return process. Under the rules implementing PSD2, a payer can request a refund of an authorized payment transaction within 8 weeks from the date the funds were debited, and the payment service provider must respond within 10 business days — either refunding or giving reasons for refusal. We will cooperate with a bank inquiry where an order is affected.
Q: I’m a California customer. Does the 14-day window limit my rights?
If a limited return policy is not disclosed conspicuously before the purchase is completed — typically on or adjacent to the product page and at or before the final payment confirmation step — California Civil Code § 1723 gives the consumer a default right to return the goods for a full refund within 30 days of purchase, on proof of purchase. We maintain the required disclosure at checkout and on the product page, and our windows operate on the basis that the disclosure has been made. If you believe the disclosure was not shown to you, contact us.
5. Still have a question?
Email [email protected] (Mon—Fri, 08:00—17:00 UTC−5). We reply within 24 hours on business days.
DIAZ IRONCREST WHOLESALE LLC
1890 Star Shoot Pkwy, Lexington, KY 40509, United States
Phone: +1 5026083295
Part number: 1528171