Hi Chelsea,

This is incorrect information.

I emailed Chloe on the 27th of September after I placed the order on the 21st of September.

I wasn't not provided with any tracking details - no link, just a tracking number.

Chloe then informed me to allow up to 4 business days from order confirmation to dispatch. Still no tracking on link 3 days later

Chloe then emailed 30th September - 9 days after purchase

"I will personally look into this for you with our warehouse team.

Please continue to monitor the tracking link within 72 hours, if it doesn't update, let us know right away."


Cristina Chandra

Sep 30, 2021, 8:21 GMT+10

Hi there

I can't seem to track my order.

I still haven't received it. It's now been 10 days.

Cristina Chandra

Sep 27, 2021, 7:07 GMT+10

Hi there

I ordered this oj the 21/9 and still haven't received it.

Can I please cancel this order?

It's taking too long considering its been over 7 days.

I am in desperate need of this and it would be quicker for me to purchase instore.

I let her know the order needed to be cancelled - she then informed me once I received the item as it cannot be canceled whilst in transit i could organise a refund.

This is completely unacceptable. I didn't change my mind - I needed to attend to my pets' health immediately. Your item has taken 3 weeks to be delivered when I had requested it to be cancelled.

Chloe has no sense or urgency about this and continues to ignore the majority of my emails everyday.

Your website states a return policy - this isn't for change of mind - this is for poor communication and no tracking on the order. I don't think It's right to wait 3 weeks for an order with no tracking.

OUR PAWMISE
We offer easy and convenient free shipping + a 30 Day Return Policy to take care of all product, shipping, & purchasing issues! Contact our wonderful support team & they'll be excited to help!

We accept returns for up to 30 days from purchase, the item(s) must be unused and in the same condition that you received it and must also be in the original or similar packaging.

This is no change of mind - this is a shipping issue on petpend's behalf - till today I haven't received any links to shipping updates.

If you are such a pet focused company - why is it so hard to see that the end user is actually my dog - I bought a Petpend™ Protective Collar × 1 for the protection dog which could not wait 3 weeks.

Could i please have a refund - more than happy to return the product as it hasn't been opened.

Regards,

Cristina