@imogengrimes Is it possible you redeemed the Pets pack on a different account? Even using it on the old Sims 3 Store site would count.
At any rate, your only move here is to contact EA customer support and ask what happened to your pack. It would help to take a photo showing the disc, its case, and the insert with the product code showing and readable; you can upload this photo when you request a live chat session.
I've checked on my old sims 3 store account, and the pack isn't even redeemed there, plus when I put the code in on origin it says that the pack has been registered to the email address associated with my Origin account.
Thank you for your help though! I will definitely try contacting EA customer support.
