🐾 Welcome to Nylabone Pet Shop – where your pet’s happiness is our top priority! Below you’ll find all the details about our shipping and hassle-free returns process.

Shipping Information

We ship worldwide (excluding some Asian countries and remote areas) to bring joy to pets everywhere!

Order Processing

All orders are processed within 1-2 business days (we work faster than a greyhound chasing its favorite toy!).

Shipping Options

  • Standard Shipping: $12.95 via DHL or FedEx – delivery within 10-15 business days after shipment
  • Free Shipping: Available for orders over $50 via EMS – delivery within 15-25 business days after shipment

📦 Note: Delivery times may vary depending on your location and customs processing. We recommend choosing standard shipping if you need your pet’s new favorite item quickly!

Our Hassle-Free Returns Policy

We stand behind our products with a 15-day return policy from the date of delivery. If something isn’t perfect for your furry friend, we’ll make it right!

🚫 Important Exception: For health and safety reasons, we cannot accept returns on chew toys and pillow beds unless they arrive damaged or defective. These items are excluded to ensure the wellbeing of all our four-legged customers!

How to Return an Item

Returning an item is easier than teaching a puppy to sit! Just follow these steps:

  1. Contact Us within 15 days of delivery at [email protected] with your order number and reason for return
  2. Wait for Approval – We’ll respond within 24 hours (usually faster than a dog to dinner time!) with return instructions
  3. Package Your Item – Include all original packaging and tags (products must be unused and in resalable condition)
  4. Ship It Back – Send to: Nylabone Pet Shop Returns, 3553 Front Street, WARETOWN, US 08758
  5. Track Your Refund – We’ll notify you once we’ve processed your return

Return Shipping

Customers are responsible for return shipping costs unless the item is defective or incorrect. We recommend using a trackable shipping service – we can’t be held responsible for items lost in transit (just like we can’t be held responsible for where your dog buries their bones!).

Refund Timeline & Methods

Once we receive your return:

  • Processing Time: 3-5 business days (we work faster than a greyhound!)
  • Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Bank Processing: Additional 5-10 business days depending on your financial institution

Note: Shipping fees are non-refundable unless the return is due to our error.

Exchange Policy

Prefer a different size or product? No problem! Exchanges follow the same process as returns. Just specify in your email that you’d like an exchange and include your new product preference. We’ll ship your replacement as soon as we receive the original item.

Defective or Damaged Items

If your item arrives damaged or defective (which happens about as often as a cat fetching!), contact us immediately at [email protected] with photos of the damage. We’ll send a replacement at no additional cost or process a full refund – your choice!

Return Request Template

Copy and paste this template into your email to make the process smoother than a well-groomed coat:

Subject: Return Request for Order #[Your Order Number]

Dear Nylabone Pet Shop Team,

I would like to request a [return/exchange] for my recent order (#[Your Order Number]).

Product Name:

Reason for Return:

Preferred Resolution: [Refund/Exchange for (specify product)]

I have reviewed the return policy and confirm the item is in its original condition with all packaging.

Best regards,

[Your Full Name] [Your Email Address] [Your Phone Number (optional)]

Questions?

Our customer service team is always happy to help – contact us at [email protected]. We respond faster than a tail wag at treat time!

Thank you for shopping with Nylabone Pet Shop – where your satisfaction is as important as your pet’s happiness! 🐶

The Nylabone Team