Frequently Asked Questions

Welcome to the PetGoodsNest Help Center. This page answers common questions about payments, discount codes, shipping, order changes, and after-sales support.

If you cannot find the information you need, contact us at support@petgoodsnest.com. For faster assistance, include your order number and the email address used at checkout.

1. Payments and Discount Codes

How do I apply a discount code?

You can enter an eligible promotional code during checkout by following these steps:

1. Select the pet products you would like to purchase and add them to your cart.
2. Proceed from your cart to the secure checkout page.
3. On a mobile device, tap Show order summary to display the discount-code field.
4. On a desktop computer, the discount field normally appears beside your order summary.
5. Enter the code, select Apply, and confirm that the discount has been deducted before completing payment.

Only one or more discount codes may apply depending on the promotion rules shown at checkout. Some offers cannot be combined with other discounts.

Which payment methods do you accept?

Available payment options may include:

• PayPal
• Visa
• Mastercard
• American Express
• Diners Club
• Apple Pay
• Google Pay

The payment methods available for your order will be displayed during checkout.

How much does standard shipping cost?

Our standard international shipping charge is generally $5.99 USD.

Shipping fees may occasionally vary according to the delivery destination, order contents, or an active shipping promotion. The final shipping cost will always be shown before you authorize payment.

2. Shipping and Delivery

Does PetGoodsNest ship internationally?

Yes. We provide international delivery for products from our Dog Supplies, Litter Boxes, and Cat Supplies collections.

Orders may be fulfilled through different logistics facilities depending on product availability and the destination. When possible, the order is routed through an appropriate facility to support efficient delivery.

How long does delivery usually take?

After your order has been processed, standard international shipping generally takes approximately 10–20 business days.

Delivery estimates do not include order-processing time. Customs procedures, weather conditions, carrier delays, public holidays, or regional delivery conditions may affect the final arrival date.

How can I track my order?

Once your package has been dispatched, we will send a shipping confirmation email containing the available tracking number or tracking link.

You may use the carrier’s tracking page or a compatible universal parcel-tracking service to review shipping updates.

Why has my tracking information not updated?

Tracking systems may require 24–48 hours to display the first update after the package is transferred to the shipping provider.

It is also possible for a parcel to move between sorting centers without receiving a new scan for several days. A temporary pause in tracking does not always mean that the package has stopped moving.

Why did I receive only part of my order?

Orders containing multiple products may be shipped separately when the items are stored or processed at different fulfillment facilities.

In this situation, you may receive:

• More than one package
• Separate shipping confirmation emails
• Different tracking numbers
• Deliveries arriving on different dates

A partial delivery does not necessarily mean that the remaining products are missing.

3. Order Changes and Cancellations

Can I change my delivery address or contact information?

Contact us as soon as possible at support@petgoodsnest.com with the subject line:

Urgent: Address Change

Your message should include:

• Your order number
• The email address used at checkout
• The complete corrected shipping address
• Any updated telephone or contact details

Changes can only be considered before the order enters active fulfillment or is dispatched. Once a parcel has shipped, we may be unable to change the address, and you may need to contact the delivery carrier directly.

Can I change the product, size, color, style, or quantity in my order?

Please email support@petgoodsnest.com immediately using the subject line:

Urgent: Order Change

Include:

• Your order number
• Your checkout email address
• The exact item or option currently ordered
• The specific change you would like us to make

We will try to assist, but changes cannot be guaranteed after processing has started.

Can I cancel my order?

Cancellation requests must be submitted before the order has been processed for shipment.

Approved cancellations may be subject to a reasonable administrative or processing fee where applicable. Once the package has entered transit, the order can no longer be cancelled and must be handled according to the applicable return and refund terms.

4. Damaged, Defective, Incorrect, or Missing Products

What should I do if my order arrives damaged?

Contact support@petgoodsnest.com as soon as possible and provide:

• Your order number
• The email address used for the purchase
• Clear photographs or a video showing the damage
• A photograph of the shipping label on the parcel
• A brief explanation of the issue

Please retain the product and all packaging until our support team has reviewed your claim.

What should I do if the product appears defective?

If you believe an item has a manufacturing or quality issue, send us:

• Your order number
• Your checkout email address
• A detailed description of the suspected defect
• Clear photographs or video showing the affected area

Our customer care team will review the information and advise you of the available resolution.

What if I received the wrong product?

Email support@petgoodsnest.com and include:

• Your order number
• The purchasing email address
• Photographs of the item received
• Photographs of the product label or packaging, where available
• The name of the product you originally ordered

This information helps us verify the fulfillment error and determine the appropriate next step.

What if an item is missing from my order?

Before contacting us, check whether your order was divided into multiple shipments.

If no additional tracking information is available, email us with:

• Your order number
• Your checkout email address
• A list of the products received
• The name and quantity of each missing product
• Photographs of the parcel and its shipping label, where possible

5. Order and Shipping Emails

Why did I not receive my order confirmation?

First, check your spam, junk, and promotional email folders.

If the confirmation is still missing, contact support@petgoodsnest.com using the email address you believe was entered at checkout. Include your full name, delivery address, and any available payment or order information so we can locate the purchase.

When will I receive my tracking number?

Tracking details are normally emailed after the order has been processed and dispatched. In many cases, this occurs within 1–2 business days after the initial processing stage.

Please check your spam or promotional folders before contacting us. If no shipping notification has arrived after the expected processing period, our team can review the order status.

6. Product Questions

Where can I find product dimensions and specifications?

Material details, dimensions, weight, color options, size information, package contents, and care guidance are listed on the relevant product page whenever available.

Please review the specifications carefully before ordering, especially when selecting:

• Pet beds
• Litter boxes
• Playpens
• Feeding accessories
• Grooming tools
• Cat furniture
• Products with multiple sizes or styles

How do I choose the correct size for my pet?

Measure your pet and compare those measurements with the size information shown on the product page.

Suggested pet weights and size recommendations are general references only. Your pet’s body length, standing height, sleeping position, movement habits, and individual preferences should also be considered.

Are pets and accessories shown in product images included?

Only the items specifically listed under the product’s package contents are included.

Pets, furniture, rugs, food, litter, toys, decorative objects, and other accessories shown in lifestyle images are not included unless clearly stated on the product page.

7. Contact Information

For order assistance, product questions, shipping concerns, or after-sales support, contact:

Email: support@petgoodsnest.com
Phone: +1 (817) 646-4692

Operating Company:
HONGKONG FEIYIN LIMITED

Registered Address:
Room S032, 2/F, The Capital
61–65 Chatham Road South
Tsim Sha Tsui, Kowloon
Hong Kong

When contacting us about an order, please include your order number and checkout email so we can respond more efficiently.