Shipping and Order Status

Best Friend NYC Guarantee
At Best Friend NYC, we stand behind our service, our pet products and our customers. We are proud to offer a 100% satisfaction guarantee on your every purchase. If, for any reason, you should you ever be displeased with any Best Friend NYC dog product, you may return it to the original point of purchase, for a full 100% money-back guarantee. Please read “Returns and Exchanges” for details.

Shipping Methods and Rates
Our shipping carriers are UPS and FedEx. We are happy to offer a flat shipping rate of $4 for all US and Canadian orders under $200. We often announce special promotional shipping rates (to receive exclusive offers,  please sign up for our newsletter at the left bottom corner of the screen or create an account by logging in). We also ship internationally.  

Standard Shipping Charges - USPS Ground within the US

Expedited Shipping
USPS Express Service - Next, Second and Third Day Shipping
Next Day - add an additional $15.00 to standard shipping cost.
Second Day - add an additional $10.00 to standard shipping cost.
Third Day - add an additional $5.00 to standard shipping cost.

FedEx Express Saver - $20  Flat Rate (usually is delivered within 2-3 days)

Order Status and Tracking
We process orders Monday through Friday in the order in which they are received. Orders placed after 2:00 PM EST will not be processed until the next business day. Please expect approximately the following amount of time for the processing and shipping of an order:

East Coast - 2 to 5 business days
Midwestern States - 3 to 7 business days
West Coast - 5 to 8 business days

Sometimes large items (dog houses, dog beds) take slightly longer to ship of which you will be notified by email. Different items ship from various warehouses and may arrive in separate packages. If you order is taking longer than you expected or you  suspect it may be missing, please do not hesitate to contact us at customercare@bestfriendnyc.com.

Change / Cancel Submitted Orders
If you need to revise or cancel the order you have already placed, please contact Best Friend NYC at customercare@bestfriendnyc.com within 12 hours after the order has been placed. To expedite your request, please have your order confirmation number available. We will always do our best to accommodate your needs.

Report Order Problem
If your order is missing a product, contains a damaged item, or other concern, please contact Best Friend NYC at customercare@bestfriendnyc.com. To expedite your request, please have your order confirmation number available. We will always do our best to accommodate your concern as efficiently as possible.

Returns & Exchanges
Should you ever be displeased with any Best Friend NYC product, you may return it to the original point of purchase, for a full 100% money-back guarantee within 30 days with the original receipt.

Customers who purchased products from Best Friend NYC website may return them by mail. Shipping charges will be applied and the remaining balance will be credited to you. For our bookkeeping purposes, we respectfully request that you include the sales receipt and/or invoice with any return.

Third party products which are distributed through our website and do not carry Best Friend NYC logo, can only be returned if received defected or damaged. The damage needs to be documented at the time of the receipt, and the USPS record of damage is required for the refund to be issued for all third party merchandise.

Undeliverable, Refused and Unclaimed Orders
If an order is returned to us marked "Undeliverable" by the postal service, refused or unclaimed by the customer due to customer refusal, customer negligence/absence, or customer providing incorrect shipping information, we will attempt to contact a customer via email or by phone, if provided. If no response is received within 2 weeks, the customer will be charged with the appropriate shipping charges and a 30% restocking fee. Please make sure that the shipping information on your order is correct and you make all proper arrangements for the package to be received or dropped off. All orders that require re-shipping at the request of a customer, whether for it was returned, refused, unclaimed or undeliverable will require an additional standard re-shipping charge.