Shipping & Payment Policy

1. Order processing and fulfilment schedule

• Orders placed before 2:00 PM EST on a business day are packed the same day.
• Orders placed later, or at weekends and US public holidays, are packed the next business day.
• You receive a dispatch email with tracking as soon as the carrier scans your parcel.
• During major sale periods, packing may take up to 2 business days; we post notices on the Site.

2. Shipping methods and rates — United States

• Standard (USPS Ground Advantage / UPS SurePost): free on all orders, 3–7 business days after dispatch.
• Expedited (UPS 2nd Day Air): $12.95 flat, 2–3 business days.
• Overnight (UPS Next Day Air): $29.95 flat, next business day for orders confirmed before 12:00 PM EST.

Delivery zones: all 50 states, Washington DC, Puerto Rico and US military APO/FPO addresses. Alaska, Hawaii, Puerto Rico and APO/FPO destinations typically add 2–4 business days to standard transit and are not eligible for overnight service.

3. International delivery zones and transit times

• Zone 1 — Canada & Mexico: $14.95, 6–10 business days.
• Zone 2 — United Kingdom & European Union: $19.95, 7–12 business days.
• Zone 3 — Australia, New Zealand, Japan, South Korea, Singapore: $24.95, 9–15 business days.
• Zone 4 — rest of world where we can lawfully ship: $29.95, 10–18 business days.

International orders may be subject to import duties, taxes and customs handling fees set by the destination country. These are payable by the recipient and are not included in our shipping rate. Customs inspection can add several days beyond the estimates above.

4. Addresses, delays and undeliverable parcels

Please check your address carefully at checkout; we can amend it only before dispatch. If a parcel is returned to us as undeliverable due to an incorrect address or an uncollected delivery, we refund the goods once received and deduct the actual return carriage cost. Carrier delays caused by weather, strikes or customs are outside our control, but we will chase the carrier on your behalf and keep you updated.

5. Damaged or lost goods in transit

1. Inspect your parcel on arrival. If the outer carton is crushed, wet or opened, photograph it before unpacking.
2. Email manager@soft-nest-care.shop or help@soft-nest-care.shop within 7 calendar days of delivery with your order number and photographs of the carton, the shipping label and the affected products.
3. We file the carrier claim ourselves and send a free replacement, or issue a full refund if you prefer. You do not need to return damaged hygiene goods.
4. If tracking shows no movement for 7 business days (14 for international), tell us and we will open a lost-parcel investigation. Confirmed lost parcels are replaced or refunded in full.

6. Accepted payment methods

• Credit and debit cards: Visa, Mastercard, American Express, Discover.
• Digital wallets where supported by your device: Apple Pay, Google Pay.

All amounts are charged in US dollars. Your bank may apply a currency conversion or foreign transaction fee for non-US cards. We do not store card numbers or security codes: payment is completed on our provider's PCI-DSS compliant page over an encrypted connection.

7. How to pay — step by step

1. Add your diapers, wipes or mealtime products to the cart and choose sizes and quantities.
2. Open the cart and select Checkout.
3. Enter your contact details and shipping address.
4. Choose Credit or Debit Card as your payment method.
5. Select Pay. You are redirected to our secure payment page showing the exact order total.
6. Enter your card number, expiry date and CVC, then confirm.
7. Approve any 3-D Secure verification your bank requests. You are returned to our confirmation page, and a receipt is emailed to you.

If a payment fails, no funds are captured and your cart is preserved so you can retry with the same or a different card.

8. Taxes and authorisation holds

Sales tax, where applicable, is calculated at checkout based on your shipping address. Some banks place a temporary authorisation hold that clears within a few business days if a payment is declined; this is a bank process, not a charge from us.

9. Contact details

Shipping and payment questions: manager@soft-nest-care.shop · help@soft-nest-care.shop · +1-270-483-1160