SmartNestr Help Center

Our average delivery time is 5–10 days. Orders can take 3–5 working days to process, followed by an additional 3–5 working days for delivery. Need it faster? We offer 24/48-hour UK delivery for an extra £5.99. If you'd like to upgrade to express shipping, simply complete this form prior to completing your order, and we will confirm if express delivery is available within 4 hours.

You’ll receive your tracking number 2–3 days before your order is due for delivery. As soon as your parcel is dispatched and scanned into the courier’s system, we’ll send the tracking details to your email. If you haven’t received it by then, feel free to reach out—we’re happy to help!

Yes, absolutely! If you need to update your shipping address, please contact us as soon as possible. We’ll do our best to update it before your order is processed and dispatched. Contact Methods LiveChat sales@smartnestr.com 020 3488 9767

Confirmation emails are sent automatically shortly after you place your order. Please check your inbox around the time of purchase, and don’t forget to check your spam or junk folder just in case. If you still can’t find it, there may have been a small typo in the email address provided. Just contact us with your name and the first line of your address, and we’ll locate your order, correct the email if needed, and re-send your confirmation right away.

If your tracking hasn’t updated yet, don’t worry—it’s likely that your order is still being processed or hasn’t been scanned by the courier just yet. Please check if you’re still within the standard delivery timeframe of 5–10 days. If it’s been less than 10 days, we kindly ask that you wait a little longer before reaching out. Once your order is with the courier, tracking will begin updating and your delivery will be on its way shortly. If it’s been more than 10 days or you’re concerned, feel free to contact us—we’re happy to help!

We offer free UK & EU shipping on all orders over £100. For international customers outside of the UK & EU, shipping costs may vary and will be clearly shown at checkout. You’re also welcome to contact us beforehand if you'd like to confirm the cost before placing your order. We are available on LiveChat, via email or over the phone. Click here for our contact information. For orders under £100, shipping typically ranges from £3.99 to £7.99, depending on the size and weight of your order.

We want you to love your purchase—but if something’s not quite right, you have 28 days from the date of delivery to request a return or exchange. This gives you a full 4 weeks to try your item and decide if it’s the right fit for you and your pet. Returns must be unused, in their original packaging, and in resaleable condition. Click here to start a return request.

To get started, simply click here to complete our return form. Once submitted, we’ll review your request and send over the next steps along with your return label (if applicable).

Once we’ve received and inspected your return, your refund will be processed within 48 hours. You’ll receive a confirmation email once it’s been issued. From there, the funds will be returned to your original payment method within 3–7 working days, depending on your bank or payment provider.

Yes, absolutely! If you'd prefer an exchange over a refund, just complete our return/exchange form, and we’ll be happy to assist you with the process. We’ll make sure everything is sorted quickly and smoothly.

In most cases, yes—we provide a free return label for your convenience. However, if you're returning an item due to a change of mind, you may be responsible for the return shipping cost. We’ll still supply a return label to make the process simple, and then deduct a small fee (usually around £3) from your final refund. We aim to keep returns hassle-free and fair for everyone!

We currently accept the following payment methods: Visa / Mastercard (Credit & Debit) American Express Apple Pay Google Pay Bank Transfer (available on request)

Yes, you can! To split your payment across multiple methods, please complete your order and select ‘Manual Order’ at checkout. Then, contact us via LiveChat or email with your payment preferences. We’ll send you custom payment links based on your request and help you complete your order smoothly.

Not at the moment—but we’re working on it! We plan to introduce flexible payment options like Klarna, Clearpay, and others in the near future. Stay tuned, and feel free to subscribe to our newsletter or follow us on socials to be the first to know when they go live.

Yes—absolutely! Every purchase from SmartNestr includes free general tech support. We’re here to make sure you feel confident using your product and supported every step of the way. If you need help with setup, troubleshooting, or just have a quick question, get in touch via LiveChat, email or phone. We’re always happy to help.

Yes, every SmartNestr product is backed by a 12-month warranty that covers any faults or defects not caused by accidental damage or misuse. If you experience an issue within that time, just get in touch—we’ll be happy to repair, replace, or find a solution that works for you.

Our 12-month warranty covers manufacturing defects and faults that occur through normal use of the product. This includes issues like: Devices not powering on or charging Buttons or functions not responding Connectivity problems Faulty components not caused by wear and tear It does not cover accidental damage, misuse, unauthorised repairs, or cosmetic wear. If you’re unsure whether your issue is covered, feel free to contact us—we’re always happy to help.

Just get in touch with us—it’s that simple! Let us know what’s gone wrong, and include your order number along with any relevant details or photos. We’ll guide you through the next steps to repair or replace your item. We’ll also help you return the faulty item if needed and keep you updated throughout the process. Most repairs are completed within 7 days, though it may take a little longer if specific parts are required. We’re here to make things as smooth and stress-free as possible.

No need—your warranty is automatically included with every SmartNestr purchase. Just keep a copy of your order confirmation or receipt, but even if that's lost or hard to find we will be able to find your order with your order information. 😊

Yes, we do! SmartNestr ships worldwide. International shipping rates and delivery times may vary depending on your location, and all applicable options will be shown at checkout. If you’re unsure whether we ship to your country, feel free to reach out to us—we’re happy to confirm it for you.

In most cases, no. We generally ship international orders from locations where customs fees and import taxes do not apply. For example, most European orders are fulfilled from within the EU—typically Germany or The Netherlands—so no additional fees are charged. If we don’t have stock in a location that avoids customs charges, we’ll let you know at the time of your order. In those cases, any applicable import duties or taxes would be the buyer’s responsibility. If you’d like to be 100% sure before placing an order, just get in touch—we’re happy to check for you!

Our average delivery time for international orders is 5–10 days. International orders can take 3–5 working days to process, followed by 3–5 working days for delivery, depending on your location. In a rush? We may be able to offer express 48–72 hour international delivery. Just get in touch with us before placing your order, and we’ll check availability for your region.

Yes, you can! Tracking details are usually provided 2–3 days before your order is due for delivery. If you’d like an update before then, feel free to contact us, and we’ll be happy to provide you with the latest status on your order.

Nope—we ship worldwide! Wherever you are, we’ll do our best to get your SmartNestr order to you. If you’re in a particularly remote or restricted region, feel free to contact us in advance just to double-check delivery availability.