At PetNest Shop, we’re committed to providing exceptional service for bird enthusiasts and aquarium hobbyists worldwide. Our shipping and returns policies are designed with your convenience in mind, ensuring a seamless experience from checkout to delivery and beyond.

Shipping Information

Order Processing

We typically process orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

Standard Shipping (£12.95):

  • Carrier: DHL or FedEx
  • Delivery time: 10-15 business days after dispatch
  • Includes tracking and insurance

Free Shipping (Orders over £50):

  • Carrier: EMS
  • Delivery time: 15-25 business days after dispatch
  • Basic tracking included

Note: We currently cannot ship to some Asian countries and remote regions. Delivery times may vary during peak seasons or due to customs clearance.

Returns & Exchanges

We stand behind our premium avian and aquatic products. If you’re not completely satisfied, you may return most items within 15 days of delivery.

Eligibility Requirements

To qualify for a return or exchange, items must be:

  • In original, undamaged packaging with all tags attached
  • Unused and in resalable condition
  • Accompanied by the original receipt or proof of purchase

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Bird Food & Bird Grits/Sand Sheets
  • Bedding materials
  • Opened packages of any consumable products

Return Process

  1. Contact Us: Email [email protected] within 15 days of receiving your order. Use the subject line “Return Request: [Your Order Number]” and include:
    • Your order number
    • Product name(s) you wish to return
    • Reason for return
    • Whether you prefer a refund or exchange
  2. Await Authorization: Our customer service team will respond within 2 business days with return instructions and an RMA number.
  3. Package Your Items: Securely repackage the items in their original packaging, including all accessories and documentation.
  4. Ship Your Return: Send the package to our returns centre at:
    PetNest Shop Returns
    24 Segrave Rd
    Plymouth, GB PL7N 4GZ
    We recommend using a tracked shipping service, especially for fragile items like aquarium lighting systems or bird cages.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). For international returns, we strongly recommend choosing a shipping method with tracking and insurance.

Refund Processing

Once we receive and inspect your return:

  • Refunds will be processed within 5 business days
  • Your refund will be credited to the original payment method (Visa, MasterCard, JCB, or PayPal)
  • Please allow 7-10 business days for the refund to appear in your account, depending on your financial institution

For exchanges, we will ship your replacement item once the return is received. Shipping times will follow our standard delivery estimates.

Damaged or Defective Items

If you receive a damaged or defective product (such as an aquarium LED light with malfunctioning components or a bird cage with structural issues):

  • Contact us immediately at [email protected] with photos of the damage
  • We will arrange for a replacement or refund at no additional cost to you
  • In some cases, we may request return of the damaged item for quality control purposes

Need Assistance?

Our dedicated customer service team, comprised of fellow pet enthusiasts, is here to help with any questions about shipping, returns or exchanges. Contact us at [email protected].

We appreciate your trust in PetNest Shop for your avian and aquatic needs and strive to make every transaction satisfactory for you and your pets.