)
What are you looking for?
The frequently asked questions!
My Suitical account
I can't sign into my account
No worries, you’ll be back up and running in no time. Here’s how to fix it:
Reset your password
Go to ‘Account – Login’ and select ‘Forgot password’. On this page, enter the email address your account is registered with.
If your email address is associated with an account, you’ll receive an email with a link to reset your password.
Once you’ve reset your password, you can log in again here.
How do I create an account?
Creating an account is easy peasy lemon squeazy.
Click on account in the menu
Follow the steps provided to create an account.
You will receive an email to confirm your account.
Follow the link in the email to active your account.
You will be redirected to our website where you can log in!
How do I edit my account details?
You can change the details of your account at any time in your account dashboard. To make changes to your name, password, email address, phone number, delivery address or pet profiles.
Orders and payment methods
Do I need to create an account to place an order?
No, creating an account is not required to place an order. You can check out as a guest. However, having an account makes it easier to track your orders, manage returns, and save your preferences for future purchases.
My order has not been delivered
If your order has not been delivered within the expected delivery time, please check the following:
Review the tracking information provided in your shipping confirmation email.
Check with your neighbors or at your local delivery point to see if the package was received there.
Make sure the shipping address you provided is correct.
Still no package?
Please contact our customer service. We’ll help you locate your order or arrange a solution as quickly as possible.
Would you like this text adjusted for email communication or a website help page?
Can I cancel my order?
Once payment has been made, it is no longer possible to cancel an order.
All orders are processed and shipped immediately through an automated system. We understand that this may be frustrating, but unfortunately, cancellation isn’t as simple as pressing a red button.
However, you can still return the order.
If you really don’t want your order, you have two options:
Refuse delivery: the package will be returned to our warehouse. Once we receive the returned package, your payment will be refunded.
Return the package within 14 days of delivery. If you choose to return your package, you’ll find all the necessary steps and information on this page.
Which payment methods are available?
Go to this page for an overview of all available payment methods by country.
My payment was declined, what should I do?
To ensure your payment is not declined when placing a new order, we recommend checking the following:
Verify your card details to ensure the information is correct, such as the expiration date or billing address.
Make sure you enter the security code correctly.
Your bank may have declined the payment — since they do not share the reason with us, it’s best to contact your bank directly.
If you have confirmed all of the above, try using a different card.
Who to contact
If your payment was declined due to 3D Secure security measures, please contact your bank for more information.
Returns and Refunds
Returns
You may return your order within 14 days after delivery. Visit this page for more information.
Items are missing from my order
Your order has arrived, but some items are missing?
We’re really sorry to hear that something went wrong. This is certainly not the experience we want to provide! We’re here to make it right—quickly!
Simply contact our customer service team with the following information:
A photo of the outside of the box
A photo of the packing slip from inside the box
A photo of the products you did receive
Your order number
We’ll take action immediately!
Can I cancel my order?
Once payment has been made, it is no longer possible to cancel an order.
All orders are processed and shipped immediately through an automated system. We understand that this may be frustrating, but unfortunately, cancellation isn’t as simple as pressing a red button.
However, you can still return the order.
If you really don’t want your order, you have two options:
Refuse delivery: the package will be returned to our warehouse. Once we receive the returned package, your payment will be refunded.
Return the package within 14 days of delivery. If you choose to return your package, you’ll find all the necessary steps and information on this page.
