FAQ

Orders & Payments

Where can I see my order status?

You can view order information from your account page: Track Order. If you checked out as a guest, use the order confirmation email and tracking link once available.

Can I change or cancel my order?

Contact us as soon as possible through our Contact Us page. We will try to help, but changes and cancellations cannot be guaranteed once an order enters fulfillment.

What payment methods do you accept?

Available payment methods are shown at checkout and may include major cards, PayPal, and other supported payment options depending on your location.

Shipping

Where does Nuzzelo ship?

Our primary market is the United States. We also plan to serve Canada, the UK, the EU, and selected international destinations where checkout and carrier service are available.

How long does delivery take?

Most U.S. orders are estimated to arrive within 7-15 business days after processing. International delivery estimates vary by destination and customs processing. See our Shipping Policy for details.

Why is my tracking number not updating?

Tracking can take 24-72 hours to update after the carrier receives the package. International packages may also pause during customs review.

Returns & Refunds

What is your return window?

Most eligible items can be returned within 30 days of delivery if they are unused, clean, and in resalable condition. EU/UK consumers may also have a 14-day withdrawal right for eligible online purchases.

Can I return a used pet toy or grooming item?

For hygiene and safety reasons, used pet products, chewed toys, worn items, washed products, and items with pet hair, odors, stains, or damage are not eligible for standard returns.

What if my item arrived damaged or wrong?

Contact us within 7 days of delivery with your order number and clear photos. We will review the issue and help with a replacement, refund, or other solution.

Product Use & Safety

Are Nuzzelo dog toys indestructible?

No pet toy is indestructible. Always choose toys that match your pet’s size, chewing style, and play habits. Supervise play and remove any toy that becomes damaged, torn, or small enough to swallow.

How do I choose the right size?

Check the product description, measurements, and size guidance before ordering. If your pet is between sizes, choose based on comfort, safety, and the product’s intended use.

How should I clean pet products?

Follow the care instructions on the product page or packaging. In general, avoid harsh chemicals, inspect products regularly, and let items dry fully before reuse.

International Customers

Will I pay customs duties or VAT?

For orders outside the United States, customs duties, VAT, import taxes, or brokerage fees may apply unless checkout says these charges are prepaid. These fees are set by your local authorities and are usually the customer’s responsibility.

Do your policies apply in Europe?

Yes, our policies are designed for U.S. and international customers. If you are in the EU, EEA, or UK, mandatory consumer rights in your country still apply.

Need More Help?

If you cannot find the answer you need, contact us through our Contact Us page. Include your order number when your question is about an order.