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Customer Service

Have questions before you buy? Start here.

PAYMENT METHODS- Nested Sanctuary accepts Visa, Mastercard, American Express, and Discover. Credit card payments are authorized for the full amount of your purchase via our secure payment processor at the time your order is placed. Because items may ship separately and at different times, you will only be billed/charged for items at the time each product is ready to ship out to you.

SALES TAX- Local sales tax will be applied to all orders shipping within the state of Texas.

SERVICE AREA- We currently ship to United States addresses only.  We apologize for any inconvenience or disappointment, and hope to open up international shipping options in the future.

SHIPPING RATES- Our items ship via US Postal Service or UPS Ground. Shipping rates are determined by the total order amount as follows:

 Order Total Shipping Rate
$0-$99.99 $9
All orders $100+ FREE

 

SHIPPING ESTIMATES- We make our best effort to prepare your items for shipping in as little as 3-5 business days. Our goal is to have your purchase to you as soon as possible. However, items ordered together may ship in separate packages or on different days. Depending on the ship-to location, it is best to expect an additional 3-5 business days for standard delivery times. Keep in mind these are our most reasonable estimates for shipping times, as mail delivery delays are beyond our control especially during the holidays. If your order requires expedited shipping, please contact us. We will let you know within 24 hours if we are able to fulfill your request, and provide a custom shipping quote.

ORDER TRACKING- When your items are ready to ship, an email will be sent with tracking number(s) and carrier information.

RETURNS & EXCHANGES- We hope you love everything you purchase from us, but if you don't, we want to make it right. We stand behind our products and believe in the quality and craftsmanship of each piece. However, if what you ordered didn't work out the way that you had imagined, you have options. We will gladly offer you an exchange for an item more to your liking, or a refund of the merchandise purchase price. No hassles, no costly restock fees, no problem. Items purchased from our Sale or Clearance collections are final sale, so please shop carefully.

Exchanges- You may exchange any item within 14 days of receipt of your order. The item must be returned in its original condition, undamaged, and returned in the original packaging. Please note that shipping charges are non-refundable unless the item arrived damaged or was not what you ordered. Please contact us at hello@nestedsanctuary.com prior to sending an item back, so that we may issue you a return authorization number and expedite your replacement order.

Returns- We want to make this easy for you, so if you don't love what you ordered, you may return almost any item within 14 days of receipt of your order. Contact us at hello@nestedsanctuary.com prior to sending back your item to expedite your return . The item must be sent back to us in its original condition, undamaged, and returned in the original packaging. Shipping charges are non-refundable unless the item arrived damaged or was not what you ordered, and may incur return shipping fees. Once the returned item has been received, refunds of the purchase price are issued in the original payment form, less our shipping costs. If you need to return an item that had free shipping, the refund you receive will be for the item purchase price minus our shipping cost. The only exception to this policy is if an item received is damaged or defective, in which case it will be replaced with no additional shipping fees.

DAMAGED/DEFECTIVE MERCHANDISE- In the unfortunate event that an item you receive is damaged or defective, please contact us IMMEDIATELY at hello@nestedsanctuary.com to file a damage claim, so we can determine if the shipping carrier or the manufacturer are at fault. Photos of the damaged product, the packing box, and any packing materials will help us with the process, and expedite your replacement. A damage claim MUST be made within 5 days of delivery, and include all the information noted below. Once the claim process is complete, we can arrange for a replacement or refund of the damaged item.

Damage Claims- Damage claims MUST be made within 5 days of receiving the item(s) or the claim will be denied. Please send damage claims to hello@nestedsanctuary.com

  • With your camera or smartphone, take digital pictures right away. These photos MUST be submitted with your claim and include: images of the damaged goods, packaging materials, and outer shipping box. Claims submitted without these will be denied.
  • All original packaging materials MUST be kept during the damage claim process. The item(s) may be picked up by the shipping service to be reviewed for the claim. If the damaged goods are separated from the original packaging, the claim will be denied.
  • Additionally, if the original packaging has been discarded, the claim can not be processed.
NEED MORE HELP? Contact Customer Service by email at hello@nestedsanctuary.com