Frequently Asked Questions

A little help for you and the pet you love. 🐾

Where is Petastra based?
Petastra is based in Brampton, Ontario, Canada. If you have questions, contact us at petastra92@gmail.com.

Where do you ship?
We currently ship within Canada.

How long will my order take to arrive?
Orders usually take 10–12 business days to process, followed by an estimated 12–15 business days for delivery after dispatch. Please allow approximately 22–27 business days in total, excluding weekends and public holidays. These times are estimates, and delays may occur.

How much does shipping cost?
Your applicable shipping charges are displayed at checkout before you complete your purchase.

How do I track my order?
Once your order ships, we’ll email you a shipping confirmation. If tracking is available, the email will include a tracking link. Please check your spam or junk folder if you cannot find it.

Why hasn’t my tracking updated?
Tracking updates may take time to appear after dispatch. If your order is taking longer than the estimated delivery period or you’re concerned about its progress, email us with your order number.

Can I change or cancel my order?
Contact petastra92@gmail.com as soon as possible with your order number and request. We’ll check whether a change or cancellation is still possible. Requests cannot be guaranteed once processing or dispatch has begun.

How do I choose the right size?
Review the measurements and size chart on the product page before ordering. For pet clothing, measure your pet rather than choosing by breed alone. For clothing worn by you, check your own measurements too. Contact us if you need help.

Is a pet pocket hoodie suitable for every pet?
Suitability depends on the pouch measurements, any stated weight limit and your pet’s comfort. Never force your pet into the pocket. Keep them supervised and supported, with their head unobstructed. A hoodie pocket does not replace a secure pet carrier.

How should I wash my product?
Follow the care label and product-specific instructions. Contact us before washing if the instructions are missing or unclear.

Can I return an item?
You have 30 days after receiving your item to request a return. Eligible items must be unused or unworn, with tags and original packaging, and accompanied by proof of purchase. Exceptions and further details are explained in our Return and Refund Policy.

How do I start a return?
Email petastra92@gmail.com with your order number and the item you wish to return. Wait for approval and return instructions before sending anything back.

What if my item arrives damaged or incorrect?
Contact us promptly with your order number and a description of the issue. If possible, include photos of the item and packaging so we can help resolve it.

When will I receive my refund?
We’ll notify you after receiving and inspecting your return. If approved, your refund will be issued to your original payment method within 10 business days. Your bank or payment provider may need additional time to post it. If more than 15 business days have passed since approval, please contact us.

My tracking says “Delivered,” but I haven’t received my parcel. What should I do?
Check around your delivery area and with household members or building reception. If you still cannot find it, contact us so we can help investigate with the carrier.

How can I contact Petastra?
Email petastra92@gmail.com. For questions about an existing order, include your order number and the email address used at checkout.