How can I contact you?
To contact us at any time, please visit our contact us page, and we will get back to you as soon as possible.
What is your shipping policy?
To understand our shipping policy, please visit our 'Shipping & Handling' page.
How Can I track my order?
To track your order, please visit our 'Tracking' Page.
Do you offer free shipping?
Yes. Nina Pet Haven offers free shipping on every order to all countries and markets we currently serve.
Which countries do you ship to?
We currently serve customers in the United States, United Kingdom, Canada, the United Arab Emirates, and Australia.
How long does order processing take?
Order processing normally takes 1 – 4 business days after your payment is confirmed. This includes order verification, quality checking, preparation, and packaging. Processing may take slightly longer during public holidays, busy periods, or unusually high order volumes.
How long does shipping take?
After processing is complete, shipping normally takes 6–15 business days. Delivery times are estimates and may vary because of the destination, carrier schedules, customs procedures, public holidays, severe weather, or local delivery delays.
Do you offer next-day delivery?
No. Next-day delivery is not currently available because we use an international network of suppliers and fulfillment partners.
Where will my order be shipped from?
Our products may be stored and fulfilled from international locations. Therefore, your order may be shipped from a country other than the United States, where our business is registered.
Why did my order arrive in separate packages?
Items in the same order may be stored at different fulfillment locations. They may therefore be shipped separately and arrive on different dates. You will not be charged additional shipping fees when an order is divided into multiple packages.
Why has my tracking information not updated?
Carrier tracking may take some time to display its first update after dispatch. Scans can also be delayed while a package is still moving through the delivery network. If no useful update appears after 1 – 4 business days, please contact our support team.
What should I do if my order is delayed?
First, check the latest status on our Track Order page. If the estimated delivery period has passed and no useful tracking update is available, contact our support team and include your order number.
Will I have to pay customs duties or import taxes?
International orders may be subject to customs duties, import taxes, or other charges determined by the destination country. Unless otherwise stated at checkout, applicable import charges are the customer’s responsibility.
Can I change my shipping address after ordering?
Contact us as quickly as possible if you entered an incorrect or incomplete address. We will try to help, but we cannot guarantee that an address can be changed after processing or shipment has begun.
Customers are responsible for providing a complete and accurate delivery address during checkout.
What is your return period?
You may request a return within 30 days after receiving your item. Contact our support team to begin the return process.
What condition must a returned item be in?
The item must be in the same condition in which you received it: unworn or unused, with its tags, and in its original packaging. You must also provide your receipt or another form of proof of purchase.
How do I request a return?
If you need to request a return or refund, please visit our Refund and Return Policy page for detailed instructions on how to submit your request, before returning an item so we can review your request and provide the appropriate instructions.
What should I do if my item is damaged, defective, or incorrect?
Inspect your order when it arrives and contact our support team, immediately if an item is damaged, defective, or different from what you ordered. Include your order number and clear photographs of the item and packaging so we can evaluate the issue and help make it right.
Are any products non-returnable?
Yes. We cannot accept returns for:
- Perishable goods
- Custom, special-order, or personalized products
- Personal-care goods
- Hazardous materials
- Flammable liquids or gases
- Sale items
- Gift cards
Contact us if you are unsure whether your product is eligible for return.
Can I exchange an item?
The fastest way to receive another item is to return the original product. After your return has been accepted, place a separate order for the replacement product.
When will I receive my refund?
We will notify you after receiving and inspecting your return. If the refund is approved, it will be issued automatically to your original payment method within 10 business days.
Your bank or card provider may require additional time to post the refund. If more than 15 business days have passed since your refund was approved, please contact our support team.
Can my refund be sent to a different payment method?
No. Approved refunds are returned to the original payment method used for the purchase.
Where is Nina Pet Haven based?
Nina Pet Haven was established in 2026 as a Delaware LLC in the United States. We serve pet families across eight international markets.
How do you select your products?
We evaluate products based on their quality, comfort, practicality, and suitability for everyday pet care. Our goal is to offer useful products that make caring for pets easier and more convenient.
How can I contact customer support?
Visit our contact us page or email support@ninapethaven.com. When asking about an existing order, include your order number so we can assist you efficiently.
Who pays for return shipping, and where should I send my return?
please visit our Refund and Return Policy page for detailed instructions and contact us before returning any product. Our support team will review your request and, if approved, provide the correct return address, return instructions, and any applicable return-label or tracking information.
Nina Pet Haven will cover the authorized return-shipping cost when an item arrives damaged, defective, or incorrect. For change-of-mind returns, incorrectly selected products, or other returns not caused by an error or defect, the customer is responsible for return shipping.
Do not send a return without prior authorization, because return addresses may differ depending on the product and fulfillment location. Unauthorized returns may not be accepted or refunded.