Frequently Asked Questions
Frequently Asked Questions
We're here to help! Find answers to the most common questions below.
General Inquiries
What is Petnola?
Petnola is a premium pet accessories store offering high-quality products for dogs and cats. We are passionate about keeping your pets happy, healthy, and entertained.
How can I contact you?
You can reach us at support@petnola.com or call us at 250-986-4620. Our support hours are 7:00 AM – 11:00 PM daily.
Do you have a physical store?
We are an online-only store, allowing us to offer the best prices and ship directly to your door.
Account
How do I create an account?
Click on the account icon at the top of the page and select "Register". Fill in your details and you're all set!
I forgot my password. What do I do?
Click "Forgot password" on the login page and we'll send you a reset link to your email.
Can I change my email or personal information?
Yes! Log into your account and go to your profile settings to update your information.
Ordering
How do I place an order?
Browse our store, add items to your cart, and proceed to checkout. It's that simple!
Can I modify or cancel my order?
Orders can be modified or cancelled within 24 hours of placement. Please contact us immediately at support@petnola.com.
Will I receive an order confirmation?
Yes, you'll receive a confirmation email with your order details as soon as your order is placed.
Returns & Exchanges
What is your return policy?
We accept returns within 30 days of delivery. Items must be unused and in their original packaging.
How do I start a return?
Email us at support@petnola.com with your order number and reason for return. We'll guide you through the process.
How long does a refund take?
Refunds are processed within 5–10 business days after we receive the returned item.
Shipping
Where do you ship?
We ship across Canada and the United States, with international shipping available to select countries.
How long does shipping take?
Standard shipping takes 7–15 business days. Expedited options may be available at checkout.
How do I track my order?
Once your order ships, you'll receive a tracking number by email. You can also track your order on our Track Your Order page.
Privacy & Security
Is my personal information safe?
Absolutely. We use industry-standard SSL encryption to protect your data. We never sell or share your personal information with third parties.
What payment methods do you accept?
We accept all major credit cards, PayPal, and Shop Pay for a fast and secure checkout experience.
Coupons & Promotions
How do I apply a coupon code?
Enter your coupon code in the "Discount code" field at checkout and click "Apply".
Can I use multiple coupon codes?
Only one coupon code can be applied per order.
Where can I find promotions and deals?
Subscribe to our newsletter and follow us on social media to be the first to know about exclusive deals and promotions!