Shipping & Returns
R-Pet Support Policies
WHEN WILL YOU SHIP MY ITEMS?
All orders are subject to a handling period before shipment, usually 1 - 3 business days.
You will then receive notification of shipment with full tracking information. In many instances, to save you money, we are shipping directly from the manufacturer. Please allow 10-35 business days to receive your order, delivery times may vary depending on your country and product location.
Orders may be cancelled if they have not been processed and shipped. After they have been processed they may not be cancelled.
Please make sure to provide the correct shipping address. Nan's Home Ieas can not be held responsible for items shipped to incorrect addresses provided by the buyer. In such cases, the buyer will be responsible for any additional shipping fees incurred to ship to the correct address.
In some cases, international shipments will require import/customs taxes be paid. These will be the responsibility of the buyer under ALL CIRCUMSTANCES. Big Red will not be held responsible for customs taxes.
HOW DO I TRACK MY ORDER?
You can track your order once it has been shipped by clicking here.
WHERE ARE MY ITEMS COMING FROM?
To save you money we ship our products directly from the manufacturer. These locations include the United Kingdom, China and the United States
WILL MY ITEMS BE SENT IN ONE PACKAGE?
For logistical reasons, items will sometimes be sent in separate packages. Please keep this in mind when receiving deliveries. If you have any other questions, please contact us.
30 DAY MONEY BACK GUARANTEE
Any product with a 30 day money back guarantee entitles you to a free replacement or refund if your item breaks or you are unhappy with the quality of the product within 30 days of delivery.
Returns will be accepted within 14 days of delivery. To initiate your return please contact us by clicking here to receive your returns number. Any unauthorised returns may result in refunds being delayed.
If your item is received damaged we require you to first send us a picture showing the damage and upon inspection we will tell you whether it fits our criteria for replacement. Buyer pays shipping.
All items must be in an unused re-saleable condition and in their original packaging. We reserve the right to reject any return that does not fit this criteria.
If your item is in working condition but you have ordered in error or no longer require the item then we reserve the right to charge a 30% restocking fee.
Please include the returns number we provide so that the refund can be properly processed. If you don't include the returns number then we can't guarantee your refund can be processed.
Buyer is responsible for paying return shipping costs. We recommend using a trackable shipping service to ensure your return is delivered.