FAQ
These are the questions we hear most often about shopping with Nilosi Pets: where orders ship from, what shipping costs, how long delivery takes, how to cancel an order, how returns and refunds work, who makes the products, who runs the store, and who sees your order details.
If your question is not answered here, email us at info@iglomart.com or use our contact page and we will get back to you.
Where do orders ship from?
Every item ships directly from the brand's or supplier's warehouse in the United States, through our fulfillment partner TopDawg. All of our brands are U.S. suppliers we have vetted. Because items may come from different warehouses, an order with several items may arrive in separate parcels on different days.
Is shipping free, and where do you ship?
Yes. Standard shipping is free on every order to the 48 contiguous states and Washington, DC. We do not currently ship to Alaska, Hawaii, U.S. territories such as Puerto Rico, APO/FPO/DPO military addresses, or any address outside the United States. Please use a street address, because some carriers cannot deliver to PO boxes. The warehouse chooses the carrier: USPS, UPS or FedEx.
How long does delivery take?
We prepare and dispatch orders within 1–2 business days (Monday to Friday, excluding U.S. federal holidays). Delivery usually takes 2–5 business days after dispatch. We email you a tracking number when your parcel ships, and you can follow it on our Track Order page.
How do I return something, and is there a restocking fee?
You have 30 days from the delivery date to request a return. The item must be unused and in its original packaging with all tags and parts. Email info@iglomart.com with your order number and the reason first; we reply within 2 business days with return instructions and the return address, which is the supplier's warehouse, not our registered address in Delaware. Returns sent without authorization cannot be processed. For change-of-mind returns you pay the return postage and we refund the item price minus a 15% restocking fee, which covers the outbound shipping and handling we already paid. For hygiene reasons, opened pet wipes, used feeding items, used bedding and used grooming tools cannot be returned unless they are faulty.
What if an item arrives damaged, defective or wrong?
Email info@iglomart.com within 7 days of delivery with your order number and photos. We will replace the item or refund you in full, whichever you prefer. We pay any return shipping, and there is no restocking fee. Where a brand offers a manufacturer's warranty, we will also help you use it.
Who makes the products?
Brands and suppliers based in the United States that we have vetted, including Lupine Pet, SodaPup, Armarkat, GOOPAWS, K9 Sport Sack, GF Pet and others. Lupine Pet and SodaPup make their products in the USA. Colors and packaging may vary slightly from the photos.
Can I cancel my order?
Only before it is dispatched. Orders are dispatched within 1–2 business days, so email info@iglomart.com immediately with your order number. If the order has not been dispatched, we cancel it and refund you in full. Once it has been dispatched, we cannot cancel it and our Return & Refund Policy applies instead.
Can I exchange an item?
We handle exchanges as a return plus a new order. Request the return within 30 days of delivery, then place a new order for the item you want. A change-of-mind return is subject to the usual terms: you pay the return postage and we refund the item price minus a 15% restocking fee. If the item arrived damaged, defective or wrong, there is no fee and we pay the return shipping.
When will I get my refund?
We issue the refund within 5 business days after the return arrives at the warehouse and is inspected. It goes to your original payment method. Your card issuer may take a further 5–10 business days to show it on your statement.
Is checkout secure, and which cards do you accept?
Yes. We accept major credit and debit cards. Payments are processed by Stripe. Prices are in U.S. dollars, and we do not currently collect sales tax; if tax is ever required, it will be shown at checkout before you pay. You must be 18 or older to place an order.
Who operates Nilosi, and who sees my order details?
Nilosi is operated by iGlomart LLC, a Delaware limited liability company, registered at 251 Little Falls Drive, Wilmington, Delaware 19808. To deliver your order we share your name, shipping address, phone number, email and the items ordered with our payment processor, with TopDawg and the brand or supplier warehouse that packs and ships the order, and with the carrier. We do not sell personal information. You can reach us at info@iglomart.com or (607) 389-7819.