Shipping policy

Where we ship

We ship to addresses in all 50 US states and Washington, DC. We do not currently ship internationally. Large items such as cat trees, litter furniture and outdoor houses cannot be delivered to PO boxes; APO/FPO addresses are reviewed case by case — email us before ordering.

Shipping costs

• Contiguous US: free standard shipping on orders of $79 or more (after discounts, before tax). Orders under $79 ship for a flat $9.95.
• Alaska, Hawaii and US territories: because of carrier surcharges on bulky items, we'll email you a shipping quote before your order is charged. You can cancel at no cost if the quote doesn't work for you.

Processing and delivery times

Orders placed before 1 p.m. Eastern on a business day usually leave us within 1–2 business days. Standard ground delivery then takes 4–8 business days for most of the contiguous US. During holidays and severe weather, carriers may need a few extra days. Delivery estimates are not guarantees.

Tracking

You'll receive an email with tracking information as soon as your package ships. Some larger items ship in more than one box and may arrive on different days.

Damaged, missing or incorrect items

Please inspect your package when it arrives. If anything is damaged, missing or not what you ordered, email [email protected] within 7 days of delivery with your order number and a few photos (including the box). We'll send a replacement part, a replacement item, or a refund — your choice — at no cost to you.

Lost packages

If tracking shows delivered but you can't find your order, check with neighbors and around your property, then contact us within 10 days. We'll open a claim with the carrier and work with you on a resolution.

Address changes

Need to change your address? Email us as soon as possible. We can update it any time before the order ships; after that, we'll try to reroute with the carrier but can't promise it.