Shipping across the U.S. with USPS from Hialeah, Florida

Return & Refund Policy

Last updated October 18, 2026

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 Return & Refund Policy explains how to return an item, what we refund, how long refunds take and how order cancellations and replacements work. It applies to orders placed on our website and shipped to addresses in the United States.

Summary

Topic Our policy
Return window 30 days from the date your order is delivered (delivery date per USPS tracking)
Change-of-mind returns Accepted for items that are new, unused and in their original condition
Defective, damaged or wrong items Accepted in any condition within 30 days of delivery; replacement or refund, your choice
Return shipping cost Paid by us for every return, using a prepaid USPS return label we email to you
Restocking fees None
Refund method Original payment method (the same card), including any sales tax charged on the refunded items
Refund timing Inspection within 2 business days of arrival; refund issued within 3 business days after inspection

Return window

You have 30 days from the date your order is delivered to start a return. We use the delivery date shown in USPS tracking. To start a return, contact us within that 30-day period. Returns requested after 30 days are not accepted unless we have agreed to them in advance.

Which items can be returned

Change-of-mind returns

If you change your mind, you can return an item that is new and unused, in its original condition. Unused means a bird has not chewed it or played with it. Original packaging is helpful but not required.

Why used toys can’t be returned for change of mind

For hygiene and bird-health reasons, we cannot resell a toy that a bird has used. A used toy can only be returned if it is defective, arrived damaged or is not the item you ordered.

Defective, damaged or wrong items

If an item is defective, was damaged on arrival or is not what you ordered, we accept it within 30 days of delivery in any condition, even if your bird has already used it. We will send a replacement or a refund, whichever you prefer, and we refund your original shipping charge too. For an item damaged in transit, a photo of the damage is usually all we need, and you do not need to send the item back unless we ask.

Items that can’t be returned

  • Items a bird has used, unless the item is defective, damaged or not what you ordered
  • Items that were not bought from our website
  • Items returned after the 30-day window without our prior agreement

We do not currently sell gift cards, digital products or custom or personalized items.

Return shipping

We cover the return shipping cost for every return, including change-of-mind returns. We email you a prepaid USPS return label, so returning an item is at no cost to you. There are no restocking fees and no other deductions.

How to start a return

  1. Contact us within 30 days of delivery. Email support@elnuevoneighborhood.com or use our contact form. Include your order number, the item or items you want to return and the reason for the return.
  2. Get your return authorization. We reply within 1 business day with a return authorization (RA) number and a prepaid USPS return label.
  3. Pack the item securely. Write the RA number on the outside of the package or on a note inside, and attach the prepaid label.
  4. Send it with USPS. Drop the package at any USPS location or schedule a USPS pickup.
  5. Keep your proof of shipping. Keep the USPS receipt or tracking number until your refund is issued.

Please ship your return within 14 days of receiving the return label.

Return address

Returns go to:

El Nuevo Neighborhood Pet Shop
EL NUEVO NEIGHBORHOOD PETSHOP CORP
Attn: Returns
544 Hialeah Dr
Hialeah, FL 33010
United States

Returns must be sent with the prepaid label we provide. We cannot accept a return that does not have an RA number.

Inspection and refund timing

  1. We inspect your return within 2 business days of it arriving at our shop.
  2. We issue your refund within 3 business days after inspection, to your original payment method (the same card you used).
  3. We email you when the refund is issued.
  4. Your bank or card issuer typically takes 5 to 10 business days to post the refund to your account.

Business days are Monday to Friday, excluding US federal holidays.

What we refund

Reason for return Item price Original shipping charge Return shipping
Change of mind (new, unused item) Refunded in full, with the sales tax charged on it Not refunded Paid by us
Defective, damaged or wrong item Refunded in full, with the sales tax charged on it Refunded, with any sales tax charged on it Paid by us

If a change-of-mind return arrives used and it is not defective, we cannot refund it. We will contact you and send the item back to you at our cost.

You may return part of an order. We refund the items you send back under the same rules.

Exchanges and replacements

We do not offer direct exchanges for change-of-mind returns. Please return the item for a refund and place a new order for the item you want. If an item is defective, damaged or not what you ordered, we can replace it with the same item.

Cancelling an order

If your order has not shipped yet, contact us and we will cancel it and refund the full amount, including shipping, to your original payment method. Once an order has shipped, it can no longer be cancelled, but you can return it under this policy.

Late or missing refunds

If we have emailed you that your refund was issued and you do not see it after 10 business days, please check with your bank or card issuer first, since posting times vary. If you still do not see it, contact us and we will help.

Lost or late deliveries

Problems with parcels that are late, lost or marked delivered but not received are covered in our Shipping Policy. If a parcel is lost and not found by USPS, we send a replacement or a full refund, including shipping, at no cost to you.

Your rights

This policy does not limit any rights you have under US federal law or the laws of the State of Florida.

Contact Us

To start a return or ask about a refund, 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.