Frequently Asked Questions

You can reach the PetSo Customer Support Team either via the contact form on our website, by email (info@petso-store.com), via WhatsApp messanger or by telephone from Mon.-Fri. 9:00 - 20:00 on +38 (0)962726502.

For this purpose we have created an overview of the most common breeds and the respective sizes of our products as a guideline. You can find this on each product page under "Size Chart". If you still have doubts, contact us for assistance!

Yes, you can find the exact products in our webshop in category “Сushions and covers”. You should choose in the drop-down menu the size that matches your house/crate dimensions – width and depth!

Yes, you can find the exact product in our webshop in category “Accessories”. You should choose in the drop-down menu your model’s name and size.

Yes, it’s possible. Reach the PetSo Customer Support Team to check availability and cost.

It depends on destination country and item stock location. An average time for Europe and USA is 12-14 days. In case you need your item till the exact date, please contact us to find out if it's possible.

You can check the current status of your order at any time either via the link in your order confirmation or the link in your shipping confirmation, as well as through your customer account.

Occasionally, carriers may deliver packages without requiring a signature, meaning your item could have been left near your front door, on your porch, in your backyard, or another accessible area.
1. Check around your property: Look in all possible locations where the package could have been placed.
2. Ask your neighbors: It’s possible the package was delivered to a nearby address by mistake.

If you still cannot locate your package:
• Contact the carrier: Use the tracking information in your order to identify the carrier (e.g., UPS, FedEx, etc.), and reach out to your local post office or carrier’s customer service. Many carriers allow you to submit a missing parcel inquiry online.
• Notify us: If the carrier is unable to locate your package, inform our support team so we can file a claim. All of our shipments are insured, and if the investigation confirms the package wasn’t delivered, we will either issue a refund or send a replacement.

Please note that resolution may require waiting for the carrier’s investigation to be completed.

While we take great care in packaging your items, occasional damage during shipping can occur. Don’t worry—our shipments are fully insured, and we guarantee a replacement or full refund.

If you receive a damaged item, please follow these steps:
1. Contact us immediately: Notify our support team as soon as you notice the damage.
2. Keep all packaging and damaged parts: Do not discard the box, packaging materials, or the damaged item, as they may be required to confirm the claim.
3. Take photos: Capture clear images of the damaged item and the packaging from multiple angles.

Send the photos and a description of the damage to our team. For partial damage, we will provide replacements for the affected parts rather than the entire product. Rest assured, we are committed to resolving the issue promptly.

If your order has not yet been dispatched, we can make changes. To do so, please contact the PetSo Service Team in writing by email info@petso-store.com Please note, you can’t change shipping address or cancel your order after dispatching!

If you are not satisfied with an item, you can return it to us within 14 days of receiving the package. Please note that we can only accept unused and undamaged goods.
We do not accept returning of the customized items (custom color, size, added pet name or so).
Our full terms and conditions can be found here Return & Exchange.
Please note that you will be responsible for the cost of the return in accordance with our cancellation policy.

We will issue a refund to your original payment method within 7 days of receipt and verification of the return. Please note that, depending on your bank or payment provider, it may take longer for the amount to be credited to your account.