Order Processing

Orders are usually processed within 1–3 business days after payment is successfully completed. Business days are Monday through Friday, excluding weekends and public holidays.

• You will receive an order confirmation email after placing your order.
• Once your order ships, you will receive a shipping confirmation email with tracking information.
• Total delivery time includes both order processing time and carrier transit time.

Shipping Methods & Estimated Delivery Times

Estimated delivery times may vary depending on your location, carrier performance, weather conditions, holidays, and peak-season shipping volume.

Delivery windows are estimates and are not guaranteed. Carrier delays outside our control may occur.

Free Shipping

PetNest Home offers free shipping on qualifying orders over $79. The free shipping threshold is calculated based on the order subtotal before taxes and after any discounts have been applied, unless otherwise stated during a promotion.

Tracking Your Order

Once your order has shipped, tracking information will be sent to the email address used at checkout.

• Tracking updates may take 24–48 hours to appear after the shipping label is created.
• If your tracking has not updated immediately, please allow the carrier time to scan the package.
• You can also track your order through our Track Your Order page when available.

Address Accuracy

Please enter your shipping address carefully before placing your order. PetNest Home is not responsible for delivery delays, failed deliveries, or returned packages caused by incorrect or incomplete shipping information provided by the customer.

• If you notice an address mistake, contact us as soon as possible.
• We can only update an address before the order has been processed or shipped.
• If a package is returned due to an incorrect or undeliverable address, additional shipping fees may apply for reshipment.

Lost, Stolen, or Marked Delivered Packages

If tracking shows that your package was delivered but you cannot find it, please take the following steps first:

• Check around your mailbox, porch, front door, garage, or delivery area.
• Ask household members, neighbors, building staff, or front desk reception.
• Contact the shipping carrier directly with your tracking number.
• Contact PetNest Home support within 7 days of the marked delivery date.

We will do our best to assist you and help find a fair solution. However, PetNest Home is not responsible for packages that are stolen or misplaced after being marked as delivered by the carrier.

Shipping Delays

While we work hard to ship orders on time, delays can happen due to carrier issues, severe weather, holidays, customs processing, incorrect address details, or unusually high order volume.

If your order is delayed, please check your tracking information first. If the delay appears unusual, contact our support team and we will help review the order status.

Pre-Orders & Backorders

If an item is sold as a pre-order or backorder, the estimated shipping date will be shown on the product page, cart, checkout, or order confirmation where applicable.

• Estimated ship dates may change due to inventory or logistics conditions.
• If there is a major delay, we will notify you by email.
• If your order includes both in-stock and pre-order items, they may ship together unless otherwise stated.

Taxes, Duties & Customs

Taxes, duties, and customs fees may vary depending on your shipping destination.

• For U.S. orders, applicable sales tax may be calculated at checkout based on your shipping address.
• For international orders, customs duties, import taxes, or local fees may be required by your country.
• PetNest Home is not responsible for customs delays or additional import fees charged by your local authorities.

Order Changes & Cancellations

If you need to change or cancel an order, please contact us as soon as possible. We cannot guarantee changes once an order has entered processing or has already shipped.

Returns & Refunds

For information about returns, exchanges, and refunds, please review our Return & Refund Policy. Returned items must meet the conditions listed in that policy.