Frequently Asked Questions

Frequently Asked Questions

Got questions? Here are the basics before you order. If you still need help, email petnest.store@outlook.com and include your order number if you have one.

Orders & Payment

What payment methods do you accept?
Available payment methods are shown securely at checkout. Depending on your location and device, this may include major cards and supported express checkout options.

Can I change or cancel my order?
Contact us within 12 hours of placing your order. If the order has already been processed or shipped, we may not be able to change it.

Is my payment information secure?
Payments are processed through Shopify and supported payment providers. NestPet does not store your full card number on our own systems.

Shipping & Delivery

Where do you ship?
Our primary market is the United States. Canada, the United Kingdom, Australia, and New Zealand may also be available at checkout where shipping rates are shown.

How long does shipping take?
Orders are usually processed within 1-2 business days. Estimated delivery depends on the warehouse and destination. US warehouse products usually arrive faster than overseas warehouse products.

Will my whole order arrive together?
Some items may ship from different warehouses and arrive in separate packages. Tracking will be provided where available.

How can I track my order?
You will receive a shipping confirmation email with tracking information after your order is dispatched. Some carriers may take 1-2 business days to update tracking.

What if my package is delayed or lost?
Email petnest.store@outlook.com if your package is outside the estimated delivery window. We will review the tracking information and help with the next reasonable step.

Is shipping free?
US orders over $50 ship free. Orders under $50 and non-US destinations are calculated at checkout based on destination and order details.

Returns & Refunds

What is your return policy?
We offer a 30-day return window from delivery. Items must be unused, in original condition, and in original packaging unless the item arrived damaged or incorrect.

How do I start a return?
Email petnest.store@outlook.com with your order number and reason for return. We will reply with return instructions.

When will I get my refund?
After the returned item is received and inspected, approved refunds are usually processed within 5-10 business days to the original payment method.

What if my item arrives damaged or wrong?
Contact us within 7 days of delivery with photos of the item and packaging. We will review the issue and offer a replacement, refund, or another suitable resolution where appropriate.

Products

How do I choose the right size?
Check the product page size guide before ordering. For collars, harnesses, beds, and wearable items, measure your pet before choosing a size.

Are your products suitable for every pet?
Every pet is different. Please read product details, supervise first use, and stop using any item if your pet shows discomfort or damages the product.

What if a product does not fit my pet?
Contact us within the return window. If the item is unused and eligible, we can guide you through a return or exchange option.

Discounts

Do you offer a first-order discount?
Yes. Use code NEST10 for 10% off your first order when the code is active and eligible at checkout.

Can I use multiple discount codes?
Usually only one discount code can be applied per order unless Shopify checkout shows otherwise.

Contact

How can I reach customer support?
Email petnest.store@outlook.com. We usually reply within 1 business day, Monday to Friday.