Orders and shipping
Where do you ship?
We currently ship to addresses in the United States.
How much is shipping?
Standard shipping is free on every US order, with no minimum.
How long does delivery take?
Orders placed before 2 PM Pacific on a business day are processed in 1–2 business days. Transit takes 5–8 business days, so most orders arrive 6–10 business days after you order. Holidays and weather can add time. Some items ship from partner warehouses outside the US; the estimate above includes that transit.
How do I track my order?
When your order ships, we email you a tracking number and link.
Can I cancel my order?
Email us within 24 hours of ordering with your order number. After that your order may already be processing.
Returns
Can I return something?
Yes. Unused items in their original packaging can be returned within 30 days of delivery, with no restocking fee. For hygiene reasons, a plush that has been used by a pet can only be returned if it arrived damaged, defective or incorrect. See our refund policy for full details.
Who pays for return shipping?
We do if the item is wrong, damaged or defective. Otherwise, return shipping is paid by the customer.
What if my item arrives damaged or my package is lost?
Email us with your order number (and a photo if it's damaged). We'll send a replacement or a refund.
How long do refunds take?
Once we receive and check your return, refunds go to your original payment method within 7 business days. Your bank may take a little longer to show it.
Payment and security
Is checkout secure?
Yes. Payments are processed through Shopify's encrypted checkout, and we never see or store your full card number.
Which payment methods do you accept?
All available options are shown at checkout.
Contact
How can I reach you?
Email support@nestlepup.com or use our contact page. We're here Monday to Friday, 9 AM to 5 PM Pacific, and usually reply within 1–2 business days.