Contact information

Effective Date: November 19, 2025

At PetsCloudNest by Zeppole Heights Inc © 2025, we are committed to providing clear, timely, and reliable support for all customers. This Contact & Support Policy outlines how customers can reach us, how we handle inquiries, and the service standards we maintain.

1. Customer Support Channels

Customers may contact us through the following official support methods:

Primary Email Support

info@petscloudnest.com

Mailing Address

PetsCloudNest by Zeppole Heights Inc © 2025
528 Hindley Drive
American Fork, UT 84003
United States

Support Phone

1-(800)-455-6268

Support Hours

Monday to Friday
9:00 AM – 6:00 PM (CST)

Response Time Commitment

We aim to respond to all customer inquiries within 24–48 hours on business days.

2. Scope of Support

Our support team can assist with:

• Questions about the CloudNest™ Plush Pet Bed or other products
• Order status, processing, or tracking inquiries
• Issues related to shipping delays or incorrect deliveries
• Help with refund or return requests under our 30-Day Money-Back Guarantee
• Product care and usage questions
• Clarification of our Terms, Privacy Policy, or Refund Policy
• General inquiries about our operations

3. Support Standards

We maintain strict service standards for all customer communication:

Acknowledgment

Every support ticket is acknowledged within one business day.

Resolution Time

Most issues are resolved within three business days.
If more time is required due to investigation or logistics, we will notify the customer promptly.

Professional Conduct

All communication is handled clearly, accurately, and respectfully.

Transparency

If additional steps or delays occur, the customer will be informed until the issue is resolved.

4. Escalation Process

If a customer feels their concern was not resolved adequately:

• They may request an escalation to a senior support specialist
• Escalation reviews occur within 48 hours
• If still unresolved, customers retain the right to pursue remedies under applicable laws

5. Refund Requests

Refund requests must include:

• Order number
• Email address used at checkout
• (Optional) Brief description of the issue

Refunds are issued according to our Refund Policy and processed only to the original payment method.

6. Accessibility of Support

We are committed to making support accessible:

• Support is provided in English
• Reasonable accommodations will be made for accessibility needs
• Multilingual support may be introduced in the future

7. Record Keeping

For compliance and quality assurance:

• All customer inquiries are logged and stored securely
• Refund and complaint records are retained for 24 months
• Support performance is reviewed regularly to ensure service improvement

8. Policy Updates

This Contact & Support Policy may be updated periodically to reflect changes in processes or business operations.
Updates take effect immediately upon posting.

Business Information

📧 info@petscloudnest.com
📞 1-(800)-455-6268