Contact Us
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We would love to help, whether you are choosing a first name sign, checking a birth date before you order a keepsake, or wondering where a parcel has got to. Nest Made is an email-only shop: there is no phone line or chat, and every question gets a written answer from us within 24 hours on business days. This page explains how to reach us, what to include so we can help on the first reply, and where to find quick answers if you would rather not wait.
Contact details
- Email: support@nestmade.shop
- Reply time: within 24 hours on business days (Monday to Friday, excluding US public holidays).
- Business name and address: Nest Made, 5166 Onacrest Dr, Los Angeles, CA 90043, US.
- Support channel: email only. We do not offer phone or live chat support.
- Tickets: Submit a Ticket opens a pre-addressed email with the right subject line.
Why we answer by email
We chose email on purpose. New parents rarely have a free, quiet moment at the same time as a support line is open, and a phone call is hard to manage with a baby in your arms. Email lets you write when it suits you, attach a photo of the wall or the parcel, and come back to our answer later or forward it to a partner. It also gives both of us a clear record of names, dates and decisions, which matters when every order is personalized.
How quickly we reply
We reply to every email within 24 hours on business days. Business days are Monday to Friday, excluding public holidays in the United States. An email sent on a Saturday morning is answered by the end of Monday at the latest; an email sent on a Tuesday afternoon is answered by Wednesday afternoon at the latest. Most replies arrive sooner.
If you have not heard from us within that time, please check your spam, junk or promotions folder, and add support@nestmade.shop to your contacts so our replies, tracking emails and return labels reach your inbox.
Which subject line to use
A clear subject helps us route your email to the right answer straight away.
| You need help with | Subject line | Include |
|---|---|---|
| A change to names, dates, options or address (within 24 hours) | Change order | Order number and the exact new details |
| Cancelling an order (within 24 hours) | Cancel order | Order number |
| Where your parcel is | Where is my order | Order number and what tracking shows |
| A return or exchange | Return | Order number and which items |
| A damaged, faulty or incorrect item | Problem with my order | Order number and photos |
| A refund or store credit | Refund | Order number and return tracking |
| Choosing a size or design before ordering | Question before ordering | Product link, wall measurements or a photo |
| Payment | Payment | Order number if you have one; never card numbers |
| Privacy or your data | Privacy request | The email address you used with us |
| Copyright or trademark | DMCA notice or IP report | See our DMCA and Intellectual Property pages |
What to include so we can help on the first reply
- Your order number, found in your order confirmation email. If you cannot find it, give the name and email used at checkout and the approximate order date.
- The exact details when asking for a change: write names in full exactly as they should appear, for example “Isla Mae” rather than “swap the letters in the first name”.
- Photos for anything about the condition of an item or parcel: the item, the damage close up, the outer box and the shipping label.
- What tracking shows for delivery questions, ideally a screenshot of the latest status.
- Measurements or a photo of the space when asking about sizes, so we can compare options for you.
Please never send full card numbers, security codes or passwords by email. We will never ask for them.
Before you write: quick answers
Many questions are answered in a minute on these pages:
- FAQs: personalization, timing, gifts, care, returns and more.
- Help Center: step-by-step guides for ordering, changes, tracking and returns.
- Order Tracking: check your order status with your order number and email.
- Shipping & Delivery: timing to the US, Canada, Australia and New Zealand.
- Returns & Exchanges and Refund Policy: the 60-day window, free return labels and refund timing.
- Size Guide: how to measure a wall and choose a sign or letters.
Time-sensitive requests
Some requests cannot wait, because your order is prepared soon after it arrives. If you need to correct a name, date or address, email us as soon as you notice, with the subject “Change order”. Changes and cancellations are possible within 24 hours of placing the order. What counts is when your email reaches us, not when we reply, so send it straight away even outside business days.
Business details
Nest Made is an online shop for personalized baby and nursery gifts. Our business address is 5166 Onacrest Dr, Los Angeles, CA 90043, US. It is an address for correspondence, not a store or showroom, and we do not offer in-person collection or drop-off. Please do not send returns to this address unless our return email tells you to; every return starts with an email to us and a free return label.
Our only website is nestmade.shop and our only support email address is support@nestmade.shop. If someone contacts you claiming to be Nest Made from another address, please forward the message to us before replying.
Writing to us about someone else’s order
If you received a gift from Nest Made and need help, for example to start a return or report damage, you are welcome to write to us directly. Tell us your name, the delivery address and, if you know it, the name of the person who sent the gift. We will find the order and help you, and we keep the buyer informed. For privacy reasons we cannot share the buyer’s payment details or the price with recipients.
Feedback and ideas
Tell us what you would like to see in the shop, what was confusing on the website or what made your order easier. We read every message. If you would like to share a photo of your nursery with a Nest Made piece in it, we would be delighted to see it; we will never publish it without your written permission.
Accessibility
We want nestmade.shop to work for everyone, including people who use screen readers, keyboard navigation or larger text. If something on the site is hard to use, email us with the page and what happened, and we will help you complete your order by email while we fix it.
Complaints
If you are unhappy with how something was handled, reply to our last email and say that you would like it reviewed. We will look at the whole conversation again and reply within 24 hours on business days with what we can do. Our Terms of Service explain how disputes are handled if we cannot resolve something together.
Example: a perfect first email
Subject: Change order. “Hello, this is order 1048, placed tonight at 9:40 pm. In the order notes I typed Ilsa by mistake. Please change the name on the round sign to Isla Mae, capital I and capital M. Everything else is correct. Thank you!” An email like this gives us everything we need in one go, and because it arrives within 24 hours of ordering, we can update the order before it is prepared.
What happens after you email us
- Your email arrives in our support inbox at support@nestmade.shop. For changes and cancellations, the time it arrives is the time that counts for the 24-hour window.
- We read the whole message and look up your order using the order number or the name and email you gave.
- We reply within 24 hours on business days with an answer, a confirmation of the change you asked for, a return label, or a clear question if we need one more detail.
- We follow up where something takes longer, for example while a carrier looks into a parcel, so you are not left wondering.
- We confirm the outcome in writing, such as a refund amount and date or the tracking number for a replacement.
Writing from Canada, Australia or New Zealand
We are based in Los Angeles, on Pacific Time. If you write from Sydney, Auckland or Toronto, our reply may arrive while you are asleep, and the 24-hour reply time is counted on our business days. For a change or cancellation, send your email as soon as you notice the issue, whatever the time where you are; the 24-hour change window is counted from when you placed your order, and our timestamp shows when your email reached us. Prices, refunds and store credit are always in US dollars.
Questions we love to answer before you order
Choosing a personalized piece can feel like a big decision, especially for a first baby. You are welcome to ask before you buy, for example:
- “The wall above our crib is 52 inches wide. Which sign size would look balanced?”
- “Our daughter’s name is Anneliese. Will it fit on a round sign, or should we choose letters?”
- “We are sending a knit blanket to Auckland for a shower on the 14th. Should we order this week?”
- “The name is still a secret. What can we order now and what should wait until after the birth?”
- “Can you show the birth weight in grams and pounds on the same keepsake?”
Include a link to the product you are considering and any measurements, and we will give you a straight, practical answer.
How we treat your messages
Emails often contain a baby’s name before it is announced, a birth date, a home address or a family photo. We use what you send only to help with your request and your order, we never share it for marketing, and photos sent for an order are deleted 30 days after delivery. Our Privacy Policy explains this in full.
Busy seasons
The weeks before the winter holidays and the spring baby-shower season are our busiest. Our reply time stays the same, within 24 hours on business days, but it helps everyone if you include your order number and put all your questions in one email rather than several. If your question is about timing for a particular date, tell us the date in your first message, and we will be honest about whether the usual 1-3 business days of preparation and 7-14 business days of transit fit around it.
If our reply seems to be missing
Very occasionally an email does not arrive, usually because a mailbox filter moved it or the address was mistyped. If you have not heard from us within 24 hours on business days, check your spam and promotions folders first, then send your message again from a different email address if you have one, mentioning that it is a second attempt. We will reply to both addresses so you can be sure our answer reaches you.
Write to us
Email support@nestmade.shop or use Submit a Ticket. We look forward to helping you get your nest ready.