At Pet Gear Nest, we want you and your furry friends to be completely satisfied with every purchase. If you’re not happy with your pet product for any reason, we’re here to help with our straightforward returns and exchanges process.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in their original packaging, and in the same condition as received
  • Proof of purchase is required (order number or receipt)
  • Certain hygiene-related products cannot be returned (see exceptions below)

Non-Returnable Items:

For health and safety reasons, we cannot accept returns on the following pet care products:

  • Animal oral hygiene products
  • Brush and comb sets (if opened)
  • Bones and Treats (opened packages)

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our team at [email protected] within 15 days of receiving your order. Use our template below to ensure we have all necessary information.
  2. Wait for approval – Our pet-loving support team will review your request and send return instructions within 2 business days.
  3. Package your item – Securely pack the unused product in its original packaging with all tags attached.
  4. Ship it back – Send the package to our Charlotte facility using a trackable shipping method (return shipping costs are the customer’s responsibility unless the return is due to our error).

Return Shipping Address

Once your return is approved, please send your package to:

Pet Gear Nest Returns
2881 Hannah Street
Charlotte, US 28202

Refund Process

Once we receive and inspect your return:

  • Refunds will be processed within 5-7 business days
  • Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs are non-refundable unless the return is due to our error
  • For exchanges, we’ll ship your new item once we receive the return (standard shipping times apply)

Damaged or Wrong Items

If you received a damaged item or the wrong product:

  • Contact us immediately at [email protected]
  • Include photos of the damaged item or incorrect product
  • We’ll arrange for a replacement or refund and cover return shipping costs

Return Request Template

To expedite your return request, please include this information when contacting us:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Pet Gear Nest Team, I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Product Name: [Product Name] Reason for Return: [Reason – e.g., wrong size, defective, etc.] Preferred Solution: [Refund/Exchange for [Product Name]] Additional Notes: [Any special instructions] Thank you, [Your Full Name] [Your Email Address] [Your Contact Number]

Questions?

Our friendly customer care team is happy to help with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 24-48 hours.

We appreciate your trust in Pet Gear Nest for all your pet supply needs, and we’re committed to making every shopping experience as pleasant as your pet’s experience with our products!