Shipping
We only stock items we can get to a doorstep in days rather than weeks, and we tell you on each product page which warehouse yours comes from.
Where we ship. United States only at launch, all 50 states. International will follow once the volume justifies the freight.
Processing. Orders are processed within 1 to 3 business days. Weekend and holiday orders are processed the next business day.
Delivery. Most of our range ships from US warehouses and arrives within a few days of dispatch. A few items — the fountain, its replacement filters, and the steel scoop — ship from an overseas warehouse and take around 8 days. Each product page says which. You get a tracking number by email as soon as the parcel is scanned.
Estimates are estimates: carrier delays, weather and peak periods happen. If your order has not moved in five business days, contact us and we will chase it.
Cost. Free over $35. Below that, a flat $5.95 is shown at checkout before you pay.
Multiple parcels. Orders with several products may arrive separately, on different days, at no extra cost. This is normal when an order mixes items from different warehouses, and your tracking email will say so.
Wrong address. Check yours at checkout. If a parcel comes back to us because the address was wrong, we refund the item cost but not the shipping. Contact us quickly and we can usually fix an address before dispatch.
Returns and refunds
If something does not suit your cat, send it back. Cats refusing things is not an edge case in this business, it is the business.
- You have 30 days from delivery to start a return.
- Items must be in resalable condition with their original packaging.
- Refunds go back to your original payment method within 10 business days of us receiving the item.
- If we sent the wrong thing or it arrived damaged, we cover it entirely and you do not need to ship anything back.
Who pays return shipping. We do, if the item is defective, damaged in transit, or not what you ordered. Send a photo through our contact page and we will replace or refund it. You do, if you changed your mind or your cat was unimpressed.
What we cannot take back. For hygiene reasons we cannot resell opened consumables: replacement filters and odour filters removed from sealed packaging. This does not apply if the item is defective.
Cancellations. Contact us within 12 hours of ordering and we will cancel and refund in full, provided it has not already left the warehouse.
How to start. Message us through the contact page with your order number and a sentence about what went wrong.
Nothing here affects your statutory rights regarding faulty or misdescribed goods.