Order Processing Time

Most orders are processed within 2–7 business days after the order is placed. Processing time is separate from shipping time.

Business days are Monday through Friday and exclude holidays. Some orders may process faster, while others may take longer depending on the product, supplier availability, warehouse location, order volume, holidays, and whether the order requires additional review.

Because some orders are manually reviewed or submitted to suppliers, processing times may vary by product.

Shipping Times

Estimated delivery times vary depending on the product, supplier, warehouse location, shipping method, and customer destination.

Some products may arrive faster depending on the supplier and warehouse location. Oversized items, international orders, supplier delays, customs processing, holidays, carrier delays, weather, high order volume, or other circumstances outside our control may result in longer delivery times.

Product pages may include more specific processing or delivery estimates when available.

Shipping Rates

Shipping rates may vary depending on the product, destination, supplier, package size, package weight, and available shipping method.

We may offer free shipping promotions. Free shipping may not apply to all products, oversized items, heavy items, international orders, restricted items, or destinations where shipping costs are unusually high.

Any applicable shipping charges will be shown at checkout before you complete your purchase.

Oversized and Heavy Items

Some products, including items such as beds, crates, ramps, carriers, cat trees, gates, or similar large items, may have longer processing times, longer delivery times, higher shipping costs, or destination restrictions.

Oversized or heavy items may not qualify for free shipping unless specifically stated at checkout or on the product page.

International Shipping

We ship to select international destinations where supplier shipping is available. International shipping availability may vary by product and destination.

International customers are responsible for any customs duties, taxes, VAT, import fees, brokerage fees, or similar charges required by their country unless those charges are specifically included at checkout.

International shipments may experience additional delays due to customs processing, carrier availability, destination restrictions, or local delivery procedures.

Tracking Information

Tracking information will be provided when available.

If tracking is available for your order, you will receive tracking information by email or through your order status page after the order ships. Tracking updates may take several business days to appear after shipment, and some international shipments may have limited tracking updates while in transit.

Please allow at least 5 business days after placing your order before contacting us about missing tracking information.

Multiple Shipments

Because we work with multiple suppliers and warehouses, items from the same order may ship separately and arrive in separate packages.

You may receive more than one package or more than one tracking number for the same order. You will not be charged additional shipping solely because items from the same order ship separately.

Shipping Delays

Shipping delays may occur due to supplier processing, inventory availability, customs, carrier delays, high order volume, holidays, weather, incorrect shipping information, or other circumstances outside our control.

If an order has not shipped after 10 business days, you may contact us to request an order status review or cancellation request. Cancellation is not guaranteed once fulfillment has started or the order has been submitted to a supplier.

If an order has not shipped after 15 business days, we may review the order status and determine the appropriate next steps. If an item cannot be fulfilled, we may offer a store credit, cancellation, refund, or another resolution depending on the circumstances.

We reserve the right to cancel and refund orders or items that are unavailable, restricted, or unable to be fulfilled.

Address Accuracy

Customers are responsible for providing accurate and complete shipping information at checkout.

Address changes are not guaranteed once an order is placed. If you notice an error in your shipping address, contact us immediately through our contact form or support email. We will do our best to help, but we may be unable to update the address after processing or fulfillment has started.

We are not responsible for orders that are delayed, lost, returned, or delivered incorrectly due to an incorrect or incomplete address provided by the customer.

Returned Packages

If a package is returned because of an incorrect address, incomplete address, refused delivery, failure to pick up the package, or another customer-related issue, the customer may be responsible for any reshipping costs.

Original shipping costs may be nonrefundable when a package is refused, returned due to customer error, or not collected by the customer.

If a package is returned due to supplier, carrier, or store error, we will review the issue and work toward an appropriate correction.

Returned packages are handled on a case-by-case basis.

Lost, Stolen, or Marked-Delivered Packages

If tracking shows that a package was delivered but you did not receive it, please first check with household members, your local carrier, apartment office, mailroom, or building management.

We are not responsible for packages that are stolen, misplaced, or lost after confirmed delivery. However, we will review the available information and may assist with supplier or carrier inquiries where possible.

We may require customers to cooperate with a carrier investigation or claim before a replacement, refund, or other resolution is considered.

Packaging

Because products may ship from different suppliers or warehouses, packaging may vary.

Some items may arrive compressed, folded, vacuum sealed, or in manufacturer or supplier packaging. Packaging differences do not automatically qualify an item for return, refund, or replacement unless the product is damaged, defective, incorrect, or otherwise eligible under our Return and Refund Policy.

Customer Support

For shipping questions, please contact us through our contact form or at our support email.

We respond to customer inquiries as soon as reasonably possible. Response times may be longer during high-volume periods, holidays, supplier investigations, carrier delays, or when an inquiry is missing necessary information.

Incomplete inquiries may delay our response or prevent us from fully reviewing the issue.