Customer Care
Last updated: July 5, 2026
At Nuzzelo, we ship smart, practical pet essentials to pet parents in the United States and selected international destinations. This policy explains how order processing, delivery estimates, tracking, customs, and shipping issues work.
Where We Ship
Our primary market is the United States. We also plan to serve customers across Canada, the United Kingdom, the European Union, and other eligible international destinations where checkout and carrier service are available.
If your country or region is not available at checkout, we are not able to ship there at this time. We may also be unable to ship to restricted, sanctioned, or carrier-limited locations.
Order Processing Time
- Most orders are processed within 1-3 business days after payment is confirmed.
- During holidays, product launches, sales events, or inventory checks, processing may take 2-5 business days.
- Business days are Monday through Friday, excluding public holidays.
If we cannot ship within the time stated at checkout or within a reasonable shipping window, we will contact you with an update and available options.
Estimated Delivery Times
Delivery estimates begin after your order has been processed and handed to the carrier.
| Destination | Estimated Delivery |
|---|---|
| United States | 7-15 business days |
| Canada | 8-18 business days |
| United Kingdom & European Union | 8-20 business days |
| Other eligible international destinations | 10-25 business days |
These timeframes are estimates, not guarantees. Weather, carrier delays, customs review, local holidays, and incorrect address details may extend delivery time.
Shipping Costs
Shipping rates, available methods, and any free-shipping promotions are shown at checkout before payment. Final shipping costs may vary by destination, package weight, selected service, and promotional eligibility.
Tracking Your Order
When your order ships, we will provide a tracking number if tracking is available for the selected shipping method. Tracking may take 24-72 hours to show movement after the label is created.
You can also check your order status from your account order page: Track Order.
Address Changes
Please review your shipping address carefully before placing an order. If you need to request a change, contact us as soon as possible through our Contact Us page. We will try to help, but we cannot guarantee address changes after an order has entered fulfillment or shipped.
Customs, Duties, and Import Taxes
For orders shipped outside the United States, customs duties, VAT, brokerage fees, and import taxes may apply depending on your country or region. Unless checkout specifically states that taxes and duties are prepaid, these charges are the customer’s responsibility and are not collected by Nuzzelo at checkout.
Customs processing may delay delivery. Refusing a package because of unpaid duties or taxes may result in return shipping costs or non-refundable carrier charges.
Lost, Delayed, or Marked-Delivered Packages
If your package appears delayed, please allow a few extra business days for tracking updates. If your order is marked delivered but you cannot find it, check with household members, neighbors, building management, and the carrier first.
If you still need help, contact us with your order number and tracking details. We may request additional information so we can review the issue with the carrier.
Multiple Shipments
Orders with multiple items may ship in separate packages. If this happens, you may receive more than one tracking number.