Return Window

PetNest Home accepts eligible returns within 60 days from the delivery date. To qualify for a return, your item must meet the conditions listed in this policy.

Please contact us before sending any item back. Returns sent without prior approval may not be accepted.

Return Eligibility

To be eligible for a return, the item must be:

• Unused or in like-new condition.
• Returned with the original packaging when possible.
• Returned with all included accessories, parts, tags, manuals, gifts, or promotional items.
• Accompanied by proof of purchase, such as your order number or order confirmation email.

Items That Cannot Be Returned

The following items are not eligible for return unless they arrive damaged, defective, or incorrect:

• Final sale or clearance items.
• Gift cards.
• Personalized or custom-made items.
• Items damaged by chewing, biting, misuse, accidents, improper washing, or normal wear and tear.
• Items that are heavily used, dirty, missing parts, or not in returnable condition.

How to Start a Return

To start a return, please email us before shipping anything back.

1. Email support@petnesthome.com with the subject line: Return Request – Order #[Your Order Number].
2. Include your order number, the item you want to return, and the reason for the return.
3. If the item is damaged, defective, or incorrect, include clear photos or videos showing the issue.
4. Our support team will review your request and provide return instructions if your return is approved.
5. Ship the item back using a trackable shipping method within 7 days after return approval.

Who Pays Return Shipping?

Refund Method & Timeline

Once your return is received and inspected, we will notify you whether your refund has been approved.

• Approved refunds are issued to the original payment method.
• Refunds are usually processed within 2–5 business days after the returned item has been inspected and approved.
• Your bank, credit card provider, or payment provider may require additional time to post the refund to your account.
• Original shipping fees, express shipping fees, shipping protection, and handling fees are non-refundable unless the return is due to our error.

Exchanges

Exchanges are accepted within 60 days of delivery for eligible items.

If you ordered the wrong size or would like a different color, email us at support@petnesthome.com with your order number and the item or size you would like instead.

Exchanges depend on product availability. If the requested item is not available, we may offer a refund, store credit, or another available option.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

• Email support@petnesthome.com with your order number.
• Include clear photos or videos of the issue.
• Keep all packaging and items until your case is reviewed.

Depending on the situation, we may offer a replacement, exchange, repair, refund, or another fair solution.

Order Cancellations

You may request an order cancellation before your order has shipped.

• If your order has not yet shipped, we will do our best to cancel it and issue a refund.
• If your order has already shipped or entered fulfillment, we may not be able to cancel it.
• Once shipped, the standard return process will apply.

Incorrect Address & Failed Delivery

Please make sure your shipping address is correct before placing your order. PetNest Home is not responsible for delays, failed deliveries, lost packages, or return-to-sender issues caused by an incorrect or incomplete address provided by the customer.

If a package is returned to us because of an incorrect address, refused delivery, or failed delivery attempt, additional shipping fees may apply for reshipment.

Lost or Stolen Packages

If tracking shows your package was delivered but you cannot find it, please first check your mailbox, front door, porch, garage, building reception, neighbors, or local carrier.

PetNest Home is not responsible for packages that are stolen or misplaced after being marked as delivered by the carrier. However, our support team will do its best to help you review the situation.

Chargebacks

If you have an issue with your order, please contact us first so we can help resolve it. Filing a chargeback before contacting support may delay the resolution process.