Frequently Asked Questions

El Nuevo Neighborhood Pet Shop, operated by EL NUEVO NEIGHBORHOOD PETSHOP CORP, offers a selection of bird toys and pet accessories, including products for chewing, foraging, shredding and interactive play. Our range is growing, and we add new products and pet categories over time. You can see the current selection in our shop.

No. Guest checkout is available. You can create an account if you would like to see your order history in one place.

We send an order confirmation email right after you check out. When your order ships, we send a second email with your USPS tracking number. If you do not see these emails, please check your spam or junk folder, then contact us.

Yes, as long as it has not shipped. Contact us as soon as possible and we will cancel it and refund the full amount, including shipping, to your original payment method. Once an order has shipped, you can return it under our Return & Refund Policy.

Contact us as soon as possible. We can change the address before the order ships. After it ships, we can try a USPS Package Intercept where available, but we cannot promise it will work.

Shipping is a flat rate per order, not per item: USPS Ground Advantage $11.95, USPS Priority Mail $15.95 or USPS Priority Mail Express $49.95. You choose the method at checkout, and the cost is shown before you pay. There are no handling fees and no minimum order.

We pack and ship orders within 1 to 2 business days (Monday to Friday, excluding US federal holidays). Orders placed after 12:00 PM Eastern Time, or on a weekend or holiday, start processing the next business day.

From the time you order, allow 3 to 7 business days for USPS Ground Advantage, 2 to 5 business days for USPS Priority Mail and 2 to 4 business days for USPS Priority Mail Express. These include our 1 to 2 business days of processing. Transit times are USPS estimates, and weather or peak seasons can add time. See our Shipping Policy for details.

Yes. We ship to all 50 states, Washington D.C. and APO/FPO/DPO military addresses. Please allow 2 to 4 additional business days of transit for Alaska, Hawaii and APO/FPO/DPO addresses. USPS Priority Mail Express is not available for APO/FPO/DPO addresses.

Not at this time. We ship only within the United States, and we do not ship to US territories such as Puerto Rico, Guam, the US Virgin Islands, American Samoa or the Northern Mariana Islands.

Yes. Because we ship with USPS only, PO Boxes are accepted.

Every order ships with a USPS tracking number, which we email to you when your order ships. You can also enter your order number and billing email on our Track Your Order page, or enter your tracking number at USPS.com.

USPS tracking can pause for a day or two while a parcel is in transit. If it has not updated for 7 business days, or your parcel has not arrived 5 business days after the latest estimated delivery date, contact us. We will open a USPS search, and if the parcel is not found we will send a replacement or a full refund, including shipping.

Check your mailbox, porch, neighbors and building mailroom, then wait 2 days, since USPS sometimes scans parcels as delivered early. If it still has not arrived, contact us within 30 days of the delivery scan. We will file a USPS Missing Mail request and work with you on a replacement or refund.

Contact us within 30 days of delivery with your order number and a photo of the damage. We will send a replacement or a full refund, including shipping, whichever you prefer. You do not need to send the item back unless we ask, and if we do, we will email you a prepaid USPS return label.

You can return items within 30 days from the date your order is delivered. New, unused items can be returned for any reason. Items that are defective, damaged or not what you ordered can be returned in any condition within the same 30 days. Full details are in our Return & Refund Policy.

We do. We cover the return shipping cost for every return, including change-of-mind returns, by emailing you a prepaid USPS return label. There are no restocking fees.

Only if it is defective, arrived damaged or is not what you ordered. For hygiene and bird-health reasons, we cannot resell a toy a bird has used, so used toys cannot be returned for a change of mind.

Email us or use our contact form within 30 days of delivery with your order number, the items and the reason. We reply within 1 business day with a return authorization (RA) number and a prepaid USPS label. Ship the return within 14 days of receiving the label.

We inspect returns within 2 business days of arrival and issue the refund within 3 business days after inspection, to your original card. We email you when it is issued. Banks typically take 5 to 10 business days to post the refund.

For defective, damaged or wrong items, yes, along with the full item price. For change-of-mind returns, we refund the full item price, but not the original shipping charge.

For a change of mind, please return the item for a refund and place a new order. If an item is defective, damaged or not what you ordered, we can replace it with the same item.

We accept Visa, Mastercard, American Express and Discover, processed securely by Stripe. We do not accept PayPal, cash, checks, bank transfers or buy-now-pay-later services at this time.

Card payments are processed by Stripe, a PCI DSS Level 1 service provider. Your card details go directly to Stripe, and we never see or store your full card number.

Your card is charged when you place your order. If we need to cancel an order, we refund the full amount to the same card.

Prices on product pages do not include sales tax. For orders delivered to an address in Florida, we collect Florida sales tax (6% state tax plus the county surtax of the delivery address), calculated on the items and the shipping charge. We do not currently collect sales tax on orders delivered outside Florida. Any sales tax is shown as separate lines at checkout before you pay. See our Payment Policy for details.

No. Your total is the item prices, plus the shipping method you choose, plus Florida sales tax if your order is delivered in Florida. There are no handling fees or card surcharges. All prices are in US dollars (USD). See our Payment Policy for details.

Yes. Every item we sell is new.

Product images show the products we sell. Colors can look slightly different on different screens, and natural materials such as wood, loofah, palm and vine vary a little from piece to piece. If an item is not what you ordered, it is covered by our Return & Refund Policy.

Our current toys are sized for small and medium birds such as budgies (budgerigars), lovebirds, cockatiels and conures. If you are not sure whether a toy suits your bird, contact us before ordering.

Our toys use materials such as untreated beechwood and maple, dyed hardwood beads, balsa wood, loofah, bamboo, palm leaves, vine, paper and paper rope, acrylic rings and stainless steel bells, chains and hardware. Each product page names the materials in that toy.

Wipe hardwood with a damp cloth and let it air-dry. Keep balsa, loofah, palm, vine and paper dry and shake out debris. Wash acrylic and stainless steel in warm water with mild, unscented soap, then rinse and dry. Never use harsh chemicals, sprays or bleach-based cleaners, and do not put toys in the dishwasher.

Inspect toys every week and replace one when most of its chewable material is gone, fibers are badly frayed, acrylic is cracked or hardware is bent or broken. Shredding and foraging toys are meant to be taken apart, so they need replacing more often. Our Bird Toy Safety & Care guide has more detail.

Our toys are made for pet birds, not children. Please keep them out of reach of young children.

Call +1 305-883-5304, email support@elnuevoneighborhood.com or use our contact form. You can also write to us at EL NUEVO NEIGHBORHOOD PETSHOP CORP, El Nuevo Neighborhood Pet Shop, 544 Hialeah Dr, Hialeah, FL 33010, United States.

Monday to Friday, 9:00 AM to 6:00 PM; Saturday, 9:00 AM to 5:00 PM; Sunday, closed (Eastern Time). Online orders are packed and shipped Monday to Friday.

We reply to emails and contact-form messages within 1 business day.

We are based at 544 Hialeah Dr, Hialeah, FL 33010, United States. Online orders ship from this address, and returns come back here. You can find us on the map on our Contact Us page.

El Nuevo Neighborhood Pet Shop is operated by EL NUEVO NEIGHBORHOOD PETSHOP CORP, a Florida Profit Corporation registered with the Florida Department of State under document number P17000069250. EL NUEVO NEIGHBORHOOD PETSHOP CORP is the seller for every order placed on this website. Full business details are on our Legal Notice page.