Return Policy
Effective Date: June 2026
Thank you for shopping with PetGoodsNest. We aim to provide practical pet-care products across our Dog Supplies, Litter Boxes, and Cat Supplies collections.
If your order arrives damaged, defective, incomplete, or different from what you purchased, please contact our customer support team at support@petgoodsnest.com. To help us review your request efficiently, include your order number and the email address used during checkout.
Please read the terms below before submitting a claim.
1. Final Sale Policy
All completed purchases from PetGoodsNest are treated as final sales.
We do not provide standard returns, change-of-mind refunds, or exchanges based on personal preference, including situations where:
- The customer no longer wants the product
- The selected size or style is no longer preferred
- The product does not match the customer’s personal expectations
- The customer ordered the wrong color, quantity, or variation
- A pet does not use, accept, or interact with the product as expected
Exceptions may be considered only when an item is confirmed to have:
- Arrived damaged
- Contained a manufacturing defect
- Been incorrectly fulfilled
- Been materially different from the item ordered
- Been missing from the shipment
All claims are subject to review and approval by our support team.
2. Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, or incorrect, you must contact us within seven (7) days of the confirmed delivery date.
Claims submitted after this period may not be eligible for review.
Please email support@petgoodsnest.com and provide the following information:
- Your order number
- The email address used to place the order
- A clear explanation of the problem
- Clear photographs or video showing the damage, defect, or incorrect item
- A photograph of the shipping label attached to the package
- Photographs of the outer packaging where relevant
Please keep the product, packaging, labels, manuals, accessories, and all included materials until your claim has been fully reviewed.
Once the required information has been received, our customer service team will assess the claim. Depending on the circumstances, an approved resolution may include:
- A replacement product
- A partial refund
- A full refund
- Another reasonable solution agreed upon by both parties
The available resolution will be determined individually based on the evidence provided, product condition, order details, and nature of the issue.
3. Missing Items
Some orders containing multiple pet products may be shipped in separate parcels from different fulfillment facilities.
Before reporting a missing item, please check:
- Your shipping confirmation emails
- Whether multiple tracking numbers were issued
- Whether another parcel is still in transit
- The package contents and included packing materials
If an item is still believed to be missing, contact support@petgoodsnest.com within seven days of delivery and provide:
- Your order number
- Your checkout email address
- A list of the products received
- The name and quantity of the missing item
- Photographs of the parcel and shipping label
- Any available tracking information
We will review the shipment records before determining the appropriate resolution.
4. Refund Processing
When a partial or full refund is approved, it will normally be issued to the original payment method used for the order.
After we process the refund, it may take approximately 7–12 business days for the funds to appear in your account.
The final posting time depends on your bank, card issuer, digital-wallet provider, or payment processor. PetGoodsNest cannot control delays caused by financial institutions after a refund has been submitted.
Shipping charges, transaction costs, or other fees may be non-refundable unless the refund is being issued because of a verified fulfillment error, damaged item, or defective product.
5. Replacement Policy
PetGoodsNest does not operate a standard product-exchange service.
A replacement may be authorized only after our support team confirms that the original item:
- Arrived damaged
- Has a verified manufacturing defect
- Was incorrectly shipped
- Was missing from the order
Replacement availability depends on current inventory. If the same product is unavailable, we may offer a comparable item, partial refund, full refund, or another reasonable resolution.
Customers should not purchase a second item expecting the original order to be automatically refunded unless this has been confirmed in writing by our support team.
6. Unauthorized Returns
Do not send any product to our registered office, supplier, warehouse, fulfillment center, or any other address without receiving written return instructions from PetGoodsNest.
A return must first be reviewed and approved by our support team.
Packages sent without authorization may:
- Be refused by the receiving facility
- Be returned to the sender
- Be lost or destroyed
- Be excluded from refund or replacement eligibility
PetGoodsNest is not responsible for shipping costs, loss, damage, customs fees, or other expenses connected with an unauthorized return.
Our registered company address is not automatically a product-return address.
7. Return Shipping
If an approved claim requires the item to be returned, our support team will provide the relevant instructions and return destination.
Responsibility for return-shipping costs will be determined according to the reason for the return.
Where a verified defect, shipping damage, or fulfillment error is confirmed, we may provide an appropriate return arrangement or reimbursement in accordance with the approved resolution.
Customers must follow the provided instructions, use suitable packaging, and retain proof of shipment. Returns sent to an incorrect address or through an unauthorized method may not be accepted.
8. Non-Returnable Conditions
Unless required by applicable law or specifically approved by us, products may not qualify for a refund or replacement when:
- The claim is submitted after the seven-day reporting period
- The product has been used beyond what is reasonably necessary to inspect it
- The item has been washed, altered, repaired, modified, or damaged after delivery
- The damage resulted from misuse, improper assembly, unsuitable cleaning, pet chewing, scratching, or normal wear
- Parts, accessories, packaging, or labels are missing
- The product was ordered in the wrong size, color, style, or quantity
- The customer changed their mind
- The shipping address entered at checkout was incomplete or incorrect
- Delivery failed because the recipient was unavailable or refused the parcel
- The parcel was sent back without prior written approval
9. Product Size and Pet Suitability
Customers are responsible for reviewing the product description, dimensions, materials, specifications, and usage instructions before ordering.
Pet weight recommendations and lifestyle images are general references and do not guarantee that a product will suit every animal.
Differences in breed, body shape, age, behavior, sleeping habits, activity level, and personal preference may affect suitability.
A product is not considered defective solely because:
- A pet refuses to use it
- A pet does not fit because measurements were not checked
- The color appears slightly different because of screen settings or lighting
- Minor measurement differences occur due to manual production or measurement
- The customer expected a feature not stated on the product page
10. Order Cancellations
Cancellation requests must be submitted before the order enters active processing or shipment preparation.
Email support@petgoodsnest.com as soon as possible with:
- Your order number
- Your checkout email address
- The reason for the cancellation request
We will attempt to assist, but cancellation cannot be guaranteed once processing has begun.
After a package has been dispatched, the order cannot be cancelled. Any further resolution will be handled under this Return Policy and any other applicable store terms.
Approved cancellations may be subject to reasonable processing or administrative charges where permitted.
11. Refused and Undeliverable Parcels
Customers are responsible for providing a complete and accurate shipping address and for remaining available to receive the parcel.
If an order is returned because of:
- An incorrect or incomplete address
- Failed delivery attempts
- Refusal by the recipient
- Failure to collect the parcel
- Customs refusal or unpaid import charges
any refund or reshipment will be reviewed individually.
Original shipping costs, return-shipping charges, customs fees, handling costs, and other related expenses may be deducted from any approved refund.
12. How to Submit a Claim
To request assistance, email:
Use a clear subject line such as:
Order Issue – Order #[Your Order Number]
Include all relevant information and supporting evidence in your first message. Incomplete claims may take longer to review.
Please do not discard the product or packaging until our support team confirms that the case has been completed.
13. Contact and Company Information
Brand: PetGoodsNest
Operating Entity:
HONGKONG FEIYIN LIMITED
Registered Address:
Room S032, 2/F, The Capital
61–65 Chatham Road South
Tsim Sha Tsui, Kowloon
Hong Kong
Customer Support Email:
support@petgoodsnest.com
Customer Support Phone:
+1 (817) 646-4692
Our customer service team will review eligible requests and provide the next steps based on the circumstances of each order.