Return & Refund Policy

Effective Date: January 1, 2026

Thank you for shopping at Shopnest Group LLC. We want you and your pets to be completely satisfied with your purchase of pet toys and accessories. If you are not entirely happy with your item, we are here to help with a straightforward, transparent return and refund process designed to meet the highest professional marketplace standards.

1. Return Window

We offer a 30-day return policy. You have 30 days from the date your item was delivered to request a return. Requests received after this 30-day window will unfortunately not be eligible for a return or refund.

2. Return Eligibility and Condition

To qualify for a return, your item must meet the following criteria:

The item must be unused, unwashed, and free of any pet hair, dirt, or signs of wear.
The item must be in its original, undamaged product packaging.
All original tags, accessories, and inserts must be intact and included in the return package.
You must provide the original order number or proof of purchase.

3. Non-Returnable Items

For health, safety, and hygienic reasons regarding pet products, the following items cannot be returned:

Items that show clear signs of use, chewing, biting, scratch marks, or pet contact.
Personalized or custom-made pet accessories.
Gift cards or promotional items.

4. How to Initiate a Return

To start a return, please follow these steps:

Send an email to our support team at support@shopnestgroupllc.com with your order number and the specific item(s) you wish to return.
If your return meets our eligibility criteria, our customer support team will send you a Return Merchandise Authorization (RMA) number along with a pre-printed return shipping label and detailed instructions on where to send your package.
Securely pack the item in its original packaging and attach the provided return shipping label to the outside of the box.
Drop the package off at the designated carrier location. Please note that packages sent back to us without first requesting a return will not be accepted.

5. Return Shipping Costs

Defective or Damaged Items: If the return is a result of our error (you received an incorrect, damaged, or defective item), Shopnest Group LLC will cover all return shipping costs.
Customer Preference / Change of Mind: For standard returns (e.g., item didn’t fit your needs, changed mind, pet did not take to the toy), the customer is responsible for the return shipping costs. The cost of the return shipping label provided by us will be deducted from your final refund amount.

6. Processing Refunds

Once we receive your returned package at our facility, our quality assurance team will inspect the item to verify its condition.

We will notify you via email as soon as your return has been received and inspected.
We will also notify you of the approval or rejection of your refund based on the item’s condition.
If approved, your refund will be processed immediately. A credit will automatically be applied to your original method of payment within 5 to 7 business days. Please note that your financial institution or credit card company may require additional processing time to post the transaction to your account.

7. Exchanges

The fastest way to ensure your pet gets the right item is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We do not offer direct exchanges.