Refund policy

At PawNest, we want you to feel comfortable shopping with us. We carefully select practical pet essentials for everyday life with dogs and cats, and we want every order to arrive in good condition.

Please read our return and refund policy before placing your order.

Returns

We accept return requests within 30 days after your order has been delivered.

To be eligible for a return, your item must be unused, clean, undamaged and in its original packaging. Items that show signs of use, pet hair, stains, odors, washing, damage or missing parts may not be eligible for a refund.

To start a return, please contact us at:

contact@hellopawnest.com

Please include your order number, the item you would like to return and the reason for your return.

Do not send your item back before contacting us. Because we work with multiple fulfillment partners, the correct return address may vary depending on the product. If an item is sent to the wrong address without approval, we may not be able to process the return.

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective or incorrect.

Original shipping costs are non-refundable unless the return is caused by an error on our side.

We recommend using a tracked shipping service for your return. PawNest is not responsible for returns that are lost in transit.

Damaged, Defective or Incorrect Items

Please inspect your order when it arrives. If your item is damaged, defective or incorrect, contact us within 7 days of delivery.

Please include your order number and clear photos or videos showing the issue. Once reviewed, we will offer a suitable solution, such as a replacement, store credit or refund.

Refunds

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

If approved, your refund will be issued to your original payment method. Please allow at least 15 business days for your bank or payment provider to process the refund. Please note that your bank ro credit card provider may take additional time to process refund.

We reserve the right to refuse a refund if the item is returned used, damaged, incomplete, dirty or without original packaging.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

We can only cancel an order if it has not yet been processed or shipped by our fulfillment partner. Once an order has been processed, packed or shipped, we may no longer be able to cancel it.

Shipping Delays

Some PawNest products may ship from international fulfillment partners. Delivery times can vary depending on the product, destination, carrier and customs processing.

If your order is delayed beyond the estimated delivery window, please contact us and we will help check the status of your shipment.

If we are unable to ship your order within the stated timeframe, we will contact you with an update and available options.

Lost Packages

If your tracking shows that your package was delivered but you did not receive it, please first check your mailbox, porch, building entrance, parcel locker, neighbors and local carrier.

If the package still cannot be found, contact us and we will review the case with the available tracking information.

PawNest is not responsible for packages that are confirmed as delivered to the address provided at checkout. However, we will always do our best to help you find a fair solution.

Wrong Address

Please make sure your shipping address is correct before placing your order.

If an order is shipped to an incorrect address provided by the customer, we cannot guarantee a refund or replacement. If the package is returned to sender, we may be able to reship it after additional shipping costs are paid.

Non-Returnable Items

For hygiene and safety reasons, we may not accept returns on items that have been used by pets, washed, damaged, stained or exposed to strong odors.

Gift cards, final sale items and personalized items are non-refundable.

Exchanges

We do not offer direct exchanges at this time.

The fastest way to receive a different item is to return the original item if eligible and place a new order.

Contact Us

For any return or refund questions, please contact us at:

contact@hellopawnest.com

Please include your order number so we can help you faster.