At Pet Gear Nest, we understand how important your pet’s comfort and happiness are. That’s why we’re committed to making your shopping experience as smooth and worry-free as possible. Below you’ll find all the details about our shipping options and our straightforward return process.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two convenient shipping methods to serve pet parents worldwide (excluding some remote areas and parts of Asia):

Standard Shipping ($12.95):

  • Carrier: DHL or FedEx
  • Delivery time: 10-15 business days after shipping
  • Includes tracking and insurance

Free Shipping (for orders over $50):

  • Carrier: EMS
  • Delivery time: 15-25 business days after shipping
  • Includes basic tracking

Note: Delivery times are estimates and may vary depending on your location and customs processing.

Returns & Exchanges

We want you and your furry friends to be completely happy with every purchase. If you’re not satisfied, we offer a simple return and exchange process.

Our Return Policy

  • Returns and exchanges accepted within 15 days of receiving your order
  • Items must be unused, in original packaging, and in the same condition as received
  • Proof of purchase (order number or receipt) required

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

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

How to Initiate a Return or Exchange

Step 1: Contact our team at [email protected] within 15 days of receiving your order.

Step 2: Use our template below to ensure we have all necessary information.

Step 3: Wait for approval – Our pet-loving support team will review your request and send return instructions within 2 business days.

Step 4: Package your item – Securely pack the unused product in its original packaging with all tags attached.

Step 5: Ship it back – Send the package to our Charlotte facility using a trackable shipping method.

Note: 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

  • Refunds processed within 5-7 business days after we receive and inspect your return
  • 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]

Email Body:
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 shipping, 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!