Effective date: October 18, 2026
This policy applies to purchases made through https://elnuevoneighborhood.com/, the online store operated by EL NUEVO NEIGHBORHOOD PETSHOP CORP under the customer-facing name El Nuevo Neighborhood Pet Shop.
Business address: 544 Hialeah Dr, Hialeah, FL 33010, United States
For questions regarding payments, shipping, returns, or refunds, contact support@elnuevoneighborhood.com or +1 305-883-5304.
This Shipping Policy explains where we ship, which carrier we use, what shipping costs, how long orders take to arrive and what we do if a parcel is late, lost or damaged. All orders ship from 544 Hialeah Dr, Hialeah, FL 33010, United States. All prices are in US dollars (USD).
Carrier
Every order ships with the United States Postal Service (USPS). We do not use any other carrier.
Where we ship
We ship to addresses in the United States only:
- All 50 states, including Alaska and Hawaii
- Washington D.C.
- APO, FPO and DPO military addresses
- PO Boxes
At this time we do not ship to addresses outside the United States, and we do not ship to US territories (Puerto Rico, Guam, the US Virgin Islands, American Samoa and the Northern Mariana Islands).
Because every order is shipped within the United States, there are no customs duties or import taxes. Florida sales tax applies to orders delivered in Florida, as explained in our Payment Policy.
Shipping rates
Shipping is a flat rate per order, not per item. You choose your shipping method at checkout, and the shipping charge is shown before you pay. There are no handling fees, no minimum order amount and no other added shipping charges.
| Shipping method | Flat rate (per order) | USPS transit time |
|---|---|---|
| USPS Ground Advantage | $11.95 | 2–5 business days |
| USPS Priority Mail | $15.95 | 1–3 business days |
| USPS Priority Mail Express | $49.95 | 1–2 business days (overnight to 2-day) |
USPS Priority Mail Express is not available for APO, FPO or DPO addresses, so checkout will not offer it for those addresses.
Our flat rates are set in line with current USPS retail prices for a typical parcel of about 1 lb sent from Hialeah, Florida (USPS Notice 123, effective October 4, 2026). We keep them flat, so the shipping price you see at checkout is the same no matter how many items you order or where in the United States you live. For orders delivered in Florida, sales tax also applies to the shipping charge.
Larger orders may ship in more than one package. If that happens, there is no additional shipping charge.
Order processing time
We pack and hand orders to USPS within 1 to 2 business days. For shipping, business days are Monday to Friday, excluding US federal holidays. Orders are not packed or shipped on Saturdays, Sundays or US federal holidays.
- Orders placed after 12:00 PM Eastern Time (ET) start processing the next business day.
- Orders placed on a Saturday, Sunday or US federal holiday start processing the next business day.
Estimated delivery time
Your estimated delivery time is the order processing time plus the USPS transit time for the method you choose:
| Shipping method | Processing time | USPS transit time | Estimated total, order to delivery |
|---|---|---|---|
| USPS Ground Advantage ($11.95) | 1–2 business days | 2–5 business days | 3–7 business days |
| USPS Priority Mail ($15.95) | 1–2 business days | 1–3 business days | 2–5 business days |
| USPS Priority Mail Express ($49.95) | 1–2 business days | 1–2 business days | 2–4 business days |
Alaska, Hawaii and APO/FPO/DPO addresses: please allow 2 to 4 additional business days of transit beyond the ranges above. The shipping prices are the same. Estimated total, order to delivery:
- USPS Ground Advantage: 5–11 business days
- USPS Priority Mail: 4–9 business days
- USPS Priority Mail Express (Alaska and Hawaii only): 4–8 business days
Checkout shows the estimated delivery time next to each shipping method.
Transit times are USPS estimates, not promises made by USPS. Weather, peak seasons such as the winter holidays and other events outside our control can add time.
Tracking your order
Every order ships with a USPS tracking number. We email it to you when your order ships. You can follow your parcel in three ways:
- Use the link in your shipping confirmation email.
- Visit our Track Your Order page and enter your order number and the billing email you used at checkout.
- Enter your tracking number at USPS.com.
If you have not received a shipping email within 2 business days of placing your order, please check your spam or junk folder and then contact us.
Shipping address and address changes
Please check that your shipping address is complete and correct before you place your order. You are responsible for providing a correct address.
- Before your order ships: contact us as soon as possible and we will update the address.
- After your order ships: we can try to redirect the parcel with USPS Package Intercept where it is available, but we cannot promise it will work.
- Returned as undeliverable: if USPS returns a parcel to us because the address was incorrect, we will contact you. Once you confirm the correct address, we will reship the order and you pay the new shipping charge. If you prefer, we will refund the items instead.
Late or lost parcels
Please contact us if either of these happens:
- Your tracking has not updated for 7 business days, or
- Your parcel has not arrived 5 business days after the latest estimated delivery date.
We will open a search with USPS. If the parcel is not found, we will send a replacement or give you a full refund, including the shipping charge, at no cost to you.
Marked as delivered but not received
If tracking shows your parcel as delivered but you cannot find it:
- Check your mailbox, porch, back door and any parcel locker.
- Ask neighbors and check with your building’s mailroom or front desk.
- Wait 2 days. USPS sometimes scans a parcel as delivered shortly before it actually arrives.
- If it still has not turned up, 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.
Damaged in transit
If your order arrives damaged, contact us within 30 days of delivery with your order number and a photo of the damage. We will send a replacement or give you a full refund, including the shipping charge. The choice is yours. You do not need to send the damaged item back unless we ask. If we do ask, we will email you a prepaid USPS return label.
For returns of items that are not damaged, see our Return & Refund Policy. In short, you can return new, unused items within 30 days of delivery, and we cover the return shipping cost.
Related policies
Contact Us
If you have a question about shipping or about an order in transit, please get in touch.
- Store name: El Nuevo Neighborhood Pet Shop
- Legal business name: EL NUEVO NEIGHBORHOOD PETSHOP CORP
- Business type: Florida Profit Corporation
- Florida registration number: P17000069250
- Business address: 544 Hialeah Dr, Hialeah, FL 33010, United States
- Phone: +1 305-883-5304
- Email: support@elnuevoneighborhood.com
- Website: https://elnuevoneighborhood.com/
- Business hours: Monday to Friday, 9:00 AM to 6:00 PM; Saturday, 9:00 AM to 5:00 PM; Sunday, closed (Eastern Time)
We reply to emails and contact-form messages within 1 business day.