FAQ

Welcome to our Nezt & Nuzzle 🐾 We specialize in comfort, safety, essentials, and fun toys for dogs and cats. Below you’ll find answers to the most common questions so you can shop with confidence. We’ve designed this FAQ to be clear, honest, and aligned with Shopify policies and our trusted fulfillment partner.

🐶 General Questions

What kind of products do you sell?

We offer carefully selected pet comfort items, safety products, everyday essentials, and toys for dogs and cats. Every product is chosen with your pet’s well‑being, happiness, and comfort in mind.

Are your products safe for pets?

Yes. We only source products intended for pet use. That said, always supervise your pet during use, especially with toys, and discontinue use if the product shows signs of wear or damage.

🚚 Shipping & Delivery

Where do you ship from?

Our products are shipped directly from our trusted suppliers. Depending on the item, orders may ship from warehouses in China, the United States, or Canada.

How long does shipping take?

Shipping times vary by product and destination:

  • Processing time: 1–5 business days

  • Estimated delivery time: 7–20 business days

Please note that shipping times may be longer during holidays, peak seasons, or due to customs delays.

Will I receive tracking information?

Yes! Once your order ships, you’ll receive a tracking number via email. Tracking may take a few days to update after shipment.

Why did I receive multiple packages?

If you ordered multiple items, they may ship separately from different warehouses. This helps ensure faster delivery overall.

Do you ship internationally?

Yes, we ship to many countries worldwide. Shipping availability and times may vary by location.

💳 Orders & Payments

What payment methods do you accept?

We accept all major payment methods supported by Shopify, including credit/debit cards and other secure checkout options shown at checkout.

Can I change or cancel my order?

We process orders quickly to ensure fast delivery. If you need to change or cancel your order, contact us within 12 hours of placing it. Once an order is processed or shipped, it cannot be changed or canceled.

🔄 Returns, Refunds & Replacements

What is your return policy?

We offer a 30‑day return policy, aligned with our supplier standards.

You may request a return or refund within 30 days of receiving your item if:

  • The item arrived damaged or defective

  • The wrong item was received

  • The item is unused and in original condition (return approval required)

What items are not eligible for returns?

For hygiene and safety reasons, the following items may not be eligible for return:

  • Used items

  • Items damaged due to misuse

  • Clearance or final sale items (if stated on product page)

What if my item arrives damaged or defective?

We’ve got you covered 💙 Please email us within 7 days of delivery with:

  • Your order number

  • Clear photos or videos showing the issue

We will offer a replacement or refund at no additional cost.

Do I need to return the item to get a refund?

In some cases, returns are not required. If a return is needed, we’ll provide clear instructions. Do not send items back without contacting us first.

How long do refunds take?

Once approved, refunds are processed back to your original payment method. Please allow 5–10 business days for your bank or card provider to reflect the refund.

📦 Lost, Delayed, or Missing Orders

My tracking says delivered, but I didn’t receive my order. What should I do?

First, check with household members or neighbors. If the issue persists, contact us and we’ll help investigate.

What if my order is delayed?

International shipping can sometimes experience delays due to customs, weather, or carrier issues. If your order exceeds 25 business days, please contact us and we’ll assist you.

🐾 Pet Safety & Usage

Are toys indestructible?

No toy is 100% indestructible. Always supervise playtime and remove toys that become damaged.

How do I choose the right product for my pet?

Check product descriptions carefully for size, material, and usage recommendations. If you’re unsure, feel free to reach out — we’re happy to help!

📩 Customer Support

How can I contact you?

You can reach us anytime via:

We aim to respond within 24–48 business hours.

Why should I trust your store?

We believe in transparency, compassion, and excellent customer care. While we partner with CJdropshipping for fulfillment, we take full responsibility for your order and your experience.

❤️ Our Promise to You

Your pet’s comfort and safety come first. If something isn’t right, we’ll make it right. Our goal is to answer your questions before you even need to ask — and to be here for you if you do.

Thank you for trusting us with your pet’s happiness 🐕🐈