Shipping and Returns Policy

Who We Are

SmartNestor is an online platform dedicated to providing carefully curated smart home products, starting with innovative pet care solutions such as automatic feeders, water dispensers, and pet cameras. Our website address is: https://smartnestor.com. Some products are fulfilled through our Dropshipping partners, while others are available for purchase via links to Amazon.

Shipping Policy

We aim to deliver your orders efficiently, whether fulfilled directly through our Dropshipping suppliers or purchased via Amazon. Below are the details of our shipping process:

  1. Order Processing Time
    • Dropshipping Orders: Orders fulfilled by our suppliers (e.g., CJ Dropshipping, AliExpress) are processed within 1-3 business days after payment confirmation. During peak seasons or promotional periods, processing may take up to 5 business days.
    • Amazon Orders: Orders placed via Amazon links are processed according to Amazon’s policies, typically within 1-2 business days.
  2. Shipping Methods and Delivery Times
    • Dropshipping Orders:
      • We partner with trusted logistics providers to ship products globally, with a focus on the United States.
      • Estimated Delivery Times (from the date of shipment):
        • United States: 3-15 business days, depending on the supplier and shipping method (e.g., US warehouse for faster delivery, international shipping for standard delivery).
        • International: 10-30 business days, depending on destination and customs clearance.
      • Delivery times are estimates and may vary due to customs delays, holidays, or unforeseen circumstances.
    • Amazon Orders:
      • Shipping times are determined by Amazon’s selected shipping method (e.g., Prime, Standard). Refer to the Amazon product page for estimated delivery times.
  3. Shipping Costs
    • Dropshipping Orders:
      • Shipping costs are calculated at checkout based on product weight, destination, and shipping method.
      • We may offer free shipping promotions on select products or orders above a certain amount (e.g., $50).
      • Any applicable customs duties, taxes, or import fees are the responsibility of the customer and are not included in the shipping cost.
    • Amazon Orders:
      • Shipping costs are set by Amazon and displayed at checkout on their platform.
  4. Tracking Information
    • Dropshipping Orders: Once your order is shipped, you will receive a confirmation email with a tracking number (if available). You can track your order status via the provided link or by contacting us at [email protected]
    • Amazon Orders: Tracking information is provided by Amazon via their order confirmation email.
  5. Shipping Restrictions
    • Dropshipping Orders: We ship to most countries, but some regions may have restrictions due to supplier limitations or local regulations. If an order cannot be fulfilled, we will notify you and issue a full refund.
    • Amazon Orders: Shipping availability depends on Amazon’s policies and your location.
  6. Lost or Damaged Shipments
    • Dropshipping Orders:
      • If your order is lost or arrives damaged, please contact us within 7 days of the expected delivery date at [email protected]. Provide your order number and photos of any damage.
      • For lost shipments, we will investigate with our suppliers and, if confirmed, provide a replacement or refund.
      • For damaged items, we will coordinate with the supplier for a replacement or refund, subject to availability.
    • Amazon Orders:
      • Lost or damaged shipments are handled per Amazon’s policies. Contact Amazon Customer Service directly for assistance.

Returns Policy

SmartNestor is committed to ensuring customer satisfaction with our carefully curated products. Below are the details of our returns policy, which varies depending on whether the purchase is fulfilled through our Dropshipping suppliers or via Amazon. We require that returned items are in pristine condition, free from stains, scratches, or signs of use.

  1. Returns for Dropshipping Orders
    • 14-Day Return Window:
      • We accept returns for eligible products within 14 days of delivery, provided the item meets the following conditions:
        • Unused and in original condition: The product must be free from stains, scratches, odors, pet hair, or any signs of use.
        • In original packaging: The item must include all original packaging, manuals, and accessories.
      • Eligible reasons for return include:
        • Defective or damaged products.
        • Incorrect item received (e.g., not as described).
        • Change of mind (subject to the above conditions).
    • Return Process:
      • Contact us at [[email protected] (mailto:[email protected])] within 14 days of delivery with:
        • Order number
        • Reason for return
        • Photos of the product and packaging to verify condition
      • We will provide a return shipping address (typically to a supplier’s warehouse in the US or China).
      • Customers are responsible for return shipping costs unless the return is due to our error (e.g., defective or incorrect item).
      • Once the return is received and inspected (typically within 7-14 business days), we will issue a refund to the original payment method or offer a replacement, at your preference.
      • Note: Returns that do not meet our condition requirements (e.g., stained, scratched, or used items) will be rejected, and the product will be returned to the customer at their expense or disposed of, at our discretion.
    • Non-Returnable Items:
      • Products with stains, scratches, odors, pet hair, or signs of use.
      • Products missing original packaging, manuals, or accessories.
      • Consumables (e.g., pet food or filters purchased with smart devices).
  2. Returns for Amazon Orders
    • Returns for products purchased via Amazon links are subject to Amazon’s Return Policy.
    • Most items are eligible for return within 30 days of delivery, provided they are in new, unused condition with original packaging. Specific conditions vary by product and seller.
    • To initiate a return:
      • Visit your Amazon account, locate the order, and follow Amazon’s return instructions.
      • Contact Amazon Customer Service for support.
    • SmartNestor is not responsible for processing returns for Amazon purchases.
  3. Refunds
    • Dropshipping Orders:
      • Refunds are processed within 7-14 business days after the returned item is received and inspected to confirm it is unused, free from stains, scratches, or signs of use, and in its original packaging.
      • Refunds will be issued to the original payment method, excluding any original shipping costs unless the return is due to our error.
    • Amazon Orders:
      • Refunds are handled per Amazon’s policies, typically processed within 3-5 business days after the return is received.
  4. Non-Delivered Orders
    • Dropshipping Orders: If your order does not arrive within the estimated delivery window, contact us within 30 days of the order date. We will investigate and, if confirmed lost, provide a replacement or refund.
    • Amazon Orders: Contact Amazon Customer Service for non-delivery issues.

Contact Us

If you have any questions about our Shipping and Returns Policy, please reach out to us at [email protected]. Our team is here to assist you with any concerns.