Shipping and Delivery
What shipping costs, how quickly we dispatch, how long delivery takes and what to do if something goes wrong on the way. If your question is not answered here, email us and we will look up your order.
1. Where we ship
We ship within the United States only, to all 50 states. We cannot deliver to an address outside the United States at the moment. If you place an order with an international address we will contact you and refund it in full.
We deliver to home and business addresses. We cannot currently deliver to freight forwarders.
2. What shipping costs
| Order total | Shipping | Cost |
|---|---|---|
| Under $75 | Standard Delivery | $8 flat |
| $75 and over | Standard Delivery | Free |
Shipping is charged once per order, no matter how many items are in it. The exact cost is shown at checkout before you pay.
3. Order minimums
There is no minimum order value, on any payment method. Full detail is in our Terms of Service.
4. When your order is dispatched
We pack and dispatch within one to two business days once your payment has cleared. Business days are Monday to Friday, not counting public holidays.
Because of how our payment methods work, the clock starts at different points:
- Apple Pay, Chime or PayPal. Your order is held until our team has contacted you and your payment has reached us. Dispatch begins after that, not when you place the order.
- Cryptocurrency. Dispatch begins once your transaction has confirmed on the network and we have matched it to your order. Confirmation usually takes minutes, though the Bitcoin network can be slower when it is busy.
Uploading your payment screenshot promptly is the quickest way to avoid a hold up.
5. How long delivery takes
Once dispatched, Standard Delivery normally arrives within three to seven business days, depending on how far it is travelling.
So a typical order arrives within four to nine business days of payment clearing. Orders placed on a Friday or over a weekend begin processing the next business day.
These are estimates from our carriers, not guarantees.
6. Tracking your order
You will get an email from support@pet-nest.org when your order is dispatched, with tracking details where the carrier provides them. If you created an account you can also see your orders under My Account.
If tracking has not updated for several days, contact us and we will chase the carrier.
7. Getting your address right
Please check your delivery address carefully at checkout. We ship to the address you give us.
If you spot a mistake, email us straight away. We can usually correct it before dispatch. Once a parcel has left us we cannot redirect it, and a package returned to us because the address was wrong can be reshipped once you cover the new shipping cost.
8. Missed deliveries
Carriers usually attempt delivery more than once, or leave a card explaining how to collect. If a parcel is returned to us as unclaimed, we will contact you to arrange reshipping at your cost, or refund the order minus the original shipping.
9. Delays outside our control
Severe weather, carrier backlogs and public holidays can slow deliveries down. We will keep you updated when we know about a delay. Where a delay becomes substantial you can cancel for a full refund, as set out in our terms.
10. If your order arrives damaged or does not arrive
Check your parcel when it arrives. If anything is damaged, contact us within 14 days of delivery with your order number and photographs of both the item and the packaging, and we will replace it or refund it.
If tracking shows delivered but you do not have the parcel, check with neighbours and around your property first, then contact us within 14 days so we can open a claim with the carrier.
Email support@pet-nest.org for either.