Find answers to common questions about ordering, delivery, returns, refunds, and payments.
How long does delivery take?
Orders are normally processed within 1–3 business days.
Estimated transit times after dispatch are:
* United Kingdom: 7–14 business days
* United States: 7–14 business days
The total estimated time from placing an order to delivery is therefore 8–17 business days for both the United Kingdom and the United States.
Delivery times are estimates, not guarantees. Customs processing, couriers, local postal services, holidays, weather, or other circumstances outside our reasonable control may cause delays.
For complete delivery information, please see our Shipping Policy.
Is standard shipping free?
Yes. PawNest Plus provides free standard shipping on all orders delivered to the United Kingdom and the United States. No standard shipping charge is added by PawNest Plus at checkout for these destinations.
Free standard shipping does not include import duties, VAT or other taxes, customs-clearance charges, brokerage fees, or carrier-handling fees that may be imposed under Delivered Duty Unpaid (DDU) shipping. If any such charge applies and is not expressly shown as collected at checkout, it is the customer’s responsibility.
Where are orders shipped from?
PawNest Plus is an online retailer and works with third-party suppliers and fulfilment partners. Depending on the product, stock availability, and destination, an order may be shipped from a fulfilment location in the United States, China, or another location used by one of our partners.
PawNest Plus remains the seller and your customer-facing point of contact for products, payments, orders, deliveries, returns, and refunds.
Do you provide tracking?
Yes. Once your order has been dispatched, tracking information will be sent by email.
Tracking updates may take 24–72 hours to appear after dispatch.
Where can I track my order?
You can use the Track Order page on our website.
If you need assistance, contact Customer Service
Will I have to pay customs duties, taxes, or import fees?
Orders are shipped on a Delivered Duty Unpaid (DDU) basis. Depending on the destination, order value, product type, and origin, an order may be subject to import duties, VAT or other taxes, customs-clearance charges, brokerage fees, or carrier-handling fees.
These charges are determined by the destination authorities and/or delivery carrier. They are not included in our product prices or free standard shipping unless they are expressly shown as collected at checkout. If a charge applies and was not collected at checkout, the customer is responsible for paying it.
Please see our Shipping Policy for full customs and import information.
Can I change or cancel my order?
Contact us Customer Service as soon as possible. We can only change or cancel an order before it has been processed or dispatched.
What if I entered the wrong shipping address?
Contact Customer Service immediately. If the order has not yet been processed or dispatched, we may be able to update the address. Once an order has been dispatched, a change may no longer be possible.
What if my item arrives damaged, defective, or incorrect?
Please contact Email support@pawnestplus.com within 7 days of delivery. Include your order number and clear photos or videos showing the problem.
If the claim is accepted and a return is required, PawNest Plus will provide return instructions and cover reasonable return-shipping costs. Depending on the circumstances and your applicable rights, the resolution may be a replacement or a refund to the original payment method.
Do you accept returns?
Yes. You may request a return within 30 days of receiving your order. Contact us Customer Service before returning an item and review our Refund Policy for the eligibility requirements and instructions.
Who pays for return shipping?
For an ordinary change-of-mind return, the customer is responsible for return-shipping costs unless applicable consumer law requires otherwise.
For an accepted claim involving a damaged, defective, or incorrect item, PawNest Plus will cover reasonable return-shipping costs where a return is required.
Do you charge a restocking fee?
No. PawNest Plus does not charge a restocking fee for an eligible return.
When will I receive my refund?
Once an eligible return has been received and inspected, we will notify you whether the refund is approved. PawNest Plus will issue an approved refund to the original payment method within 14 calendar days of receiving the returned item.
After we issue the refund, your bank or payment provider may require additional time to show it in your account.
Are payments secure?
Yes. Payments are processed through secure third-party payment providers. PawNest Plus does not store full credit- or debit-card details on its website.
How can I contact you?
Email our Customer Service team at: Customer Service.
We aim to respond within 1–2 business days.