---
title: "Orders"
description: "Didn’t receive an order confirmation email"
canonical_url: "https://petchemist.brainfish.ai/articles/orders-vXmxwSUQ3u"
md_url: "https://petchemist.brainfish.ai/articles/orders-vXmxwSUQ3u.md"
---
# Didn’t receive an order confirmation email

If you didn't receive an order confirmation email, please follow these steps:

* **Ensure that you reached the “Thank you for your order” page after you checked out.** If you did not reach this page then your order was unsuccessful. Sometimes, banks and PayPal might place a temporary hold on funds even if the order was not completed. The pending transaction should disappear in 1 business day.


* **Check Your Email**: Look in your email inbox, including your spam or junk folder.
* **Review Your Account**: Log in to your Pet Chemist account and check your order history. You can view your orders in the [My Order Page](https://petchemist.com.au/account/orders).
* **Payment Verification**: Ensure the payment method you used was charged correctly. Sometimes, banks or payment processors might place a temporary hold on funds.

If the issue persists after these steps, please contact our customer support team for assistance.

# How to check your order status in your account

Click on “Orders” when signed into your Pet Chemist account.

 ![](https://petchemist.brainfish.ai/api/attachments.redirect?id=de8e53d9-3598-4eed-bbd8-194c94abd6d0 " =176x525")

You will be able to view your order history, status, and real-time tracking information, including a direct link to the courier's updates.

 ![](https://petchemist.brainfish.ai/api/attachments.redirect?id=57f72917-9737-470a-91f4-4ac5017ec3b2 " =757x152")

# Can I change my order after it is placed?

You can request to change your order after it has been placed.

To do so, please fill out the [Pet Chemist Edit/Cancel Order Request Form](https://www.cognitoforms.com/PetChemist2/PetChemistEditCancelOrderRequestForm) as soon as possible. Changes can be made to:

* Add an item
* Remove an item
* Change the shipping address
* Cancel the order

Please note that changes can only be made before your order is processed by our warehouse. If your order has already been processed or dispatched we cannot make any changes or cancel the order and our standard return policy applies. 

# What is your Returns and Refunds Policy

You can see our Returns and Refunds Policy via this link <https://petchemist.com.au/returns-and-refunds/>

# Can I edit the shipping address on my order

You can request to change your order after it has been placed.

To do so, please fill out the [Pet Chemist Edit/Cancel Order Request Form](https://www.cognitoforms.com/PetChemist2/PetChemistEditCancelOrderRequestForm) as soon as possible. 

Please note that changes can only be made before your order is processed by our warehouse. If your order has already been processed or dispatched we cannot make any changes to the address and our standard return policy applies.

Please contact Customer service via [Live Chat](https://petchemist.brainfish.ai/en-gb) and they will do what they can to work with the courier and try redirect the parcel.

# My order is on hold

There are multiple reasons why we need to place an order on hold. We will email and sms you details as to why it is on hold, and what needs to be done to resolve the issue. Please refer to your email for information. If you have not received an email or you still have questions please contact Customer Service to discuss. You can contact us by;


1. Filling in the form included in the on hold email
2. [Live Chat](https://petchemist.brainfish.ai/en-gb) 
3. Phone 02 8607 8277
4. Email info@petchemist.com.au

# How to cancel an order

You can request to cancel your order after it has been placed.

To do so, please fill out the [Pet Chemist Edit/Cancel Order Request Form](https://www.cognitoforms.com/PetChemist2/PetChemistEditCancelOrderRequestForm) as soon as possible.

Please note that we can only cancel your order before it is processed by our warehouse. If your order has already been processed or dispatched we cannot cancel the order and our standard return policy applies.