Track Your Order
Every parcel ships with tracking, and your tracking link is emailed to you the moment your order leaves our studio. You do not need to ask us for it.
Where your tracking link is
It arrives in the shipping confirmation email, sent to the address you used at checkout. If it is not in your inbox, search your mail for PetGogh and look in the spam and promotions folders — that is almost always where it is.
If you created an account when you ordered, every order and its tracking is also on your account page.
Nothing to track yet? That is normal
Tracking only exists once your parcel is handed to the carrier, and every portrait is illustrated by hand before it is printed. This is the order of events:
| Step | How long |
|---|---|
| An artist illustrates your pet and emails you the artwork | 2–3 business days |
| You approve it, or reply asking for changes | however long you take |
| Printed, checked, packed and handed to the carrier | 1–2 business days after approval |
| Tracking email sent to you | the same day it is dispatched |
So the tracking email usually reaches you 3–5 business days after you order — sooner if you approve the artwork quickly, because that is the one part of the timeline you control. Transit times by country are in our shipping guide.
Tracking has not moved in days
Carriers scan a parcel at handover points, not continuously, so a few quiet days in the middle of a journey are normal. On international orders it is especially common: a parcel often goes silent while it passes from one country's postal service to the other's, then jumps several steps at once.
If there has been no movement at all for seven days, email us. We will open a trace with the carrier and stay on it with you until it is resolved.
Wrong address on the order
Email info@petgoghstore.com within 30 minutes of placing your order and we will correct it. After 30 minutes your order is already with our team and the address can no longer be changed.
If a parcel is returned to us as undeliverable we will contact you and arrange for it to go out again to a corrected address.
Still stuck?
Email info@petgoghstore.com with your order number and we will look it up for you. We read every message ourselves, so there is no need to write twice.