Nest & Tail

Return and Resolution Policy

Our pieces are large, heavy, and shipped with care. We do not accept returns for change of mind. If something arrives damaged, defective, incorrect, or missing parts, we will make it right.

Shop Kennels Shipping Policy
Report window
Within 7 days of delivery
Eligible issues
Damage, defect, wrong item, missing parts
Resolution
Replacement, parts, resend, or refund
Need support?
Email support with your order number and photos for the fastest help.
Email support@nestandtail.com
Important: Keep the original box and packing materials until your order is fully inspected and set up.

What we cover

We accept returns or replacements only when there is a verified issue with the delivery or product.

Arrived damaged
Visible damage to panels, doors, bars, hardware, or structure.
Defective item
A functional defect that prevents normal use.
Wrong item received
A different product or clearly incorrect variant compared to your order.
Missing parts
Missing hardware, accessories, or key components needed for assembly or function.

What we do not accept

  • Returns because you changed your mind or no longer want the item.
  • Returns due to ordering the wrong size, color, or style.
  • Normal wear, pet chewing, scratching, or damage caused after delivery.
  • Minor cosmetic marks that do not affect function (small scuffs or tiny finish variations can happen in transit).
  • Damage to the outer shipping carton only, with the product inside unaffected.

How to request a resolution

  1. Contact us within 7 days of delivery. Email support@nestandtail.com.
  2. Include: order number, a short description, and clear photos.
  3. Photos to send: the issue close-up, the full product, the outer box, and any labels.

If photos cannot clearly show the issue, we may request a short video.

How we resolve issues

Once reviewed and approved, we may choose the best resolution based on the situation:

Replacement part
For missing hardware or a small component issue.
Reship or replacement
For incorrect items, major defects, or significant damage.
Partial refund
For minor damage that does not block function, when appropriate.
Full refund
For severe damage or unresolved issues, when appropriate.
Do not send any item back unless we explicitly authorize it and provide instructions.

Cancellations and address changes

  • If you need to change an address, contact us immediately. Once an order is processed or shipped, changes may not be possible.
  • If you need to cancel, email us as soon as possible. If the order is already in processing or transit, it may not be cancelable.

Still deciding?

See our shipping timeline and what to expect for delivery and tracking.

View Shipping Policy