Buyer questions before the first sample

Send the order reference, photos, and where the goods were delivered. If the lot left with a making or packing fault, Petaful reprints or replaces it. Name the SKU and the carton mark so the lot can be found. Write to sales.

The fault, the carton mark, and enough of the piece to see the SKU. Add the order reference and the destination in the note. Those photos are what the reprint decision uses. Send them via contact.

When the photos and the order reference show a making fault. Wear from use, damp storage, or a pack you changed later is handled as a separate note. Send the order reference and photos to sales.

A pad that sheds, smells damp, or comes apart after hard use or wet storage is a replacement for that household. If you think the lot left the factory wrong, send the order reference and photos to sales.

Yes, when the sample you approved has a refill core or face. Send the SKU, the marks, and the quantity, the same as any repeat. See materials.

Spare panels are available when the sample included them. A framed scratcher can have a refill panel. A one-piece house is reordered as the whole piece. Check the original brief with sales.

Send the SKU, carton marks, barcodes, and destination. A straight repeat is usually 30–45 days, on the dieline you already approved. See OEM and ODM.

Yes. The repeat uses the signed file and the retained sample as the color reference. If you want a new colorway, that is a new sample. See OEM service.

The same sales contact who confirmed the order. Use the order reference in the subject. Reach them via contact.

Send the packing list, the received count, and photos of the marks. Petaful checks the lot and makes up a confirmed shortage. Write to sales.