Shipping policy
Here's exactly what to expect after you place your order — no surprises.
Processing. We process orders within 1–2 business days (Mon–Fri). You'll get a confirmation email right away and a tracking email as soon as your order ships.
Delivery times. Delivery depends on where your item ships from:
- US warehouse items — 3–6 business days. A growing part of our catalog (including our cat towers) ships from warehouses in the US.
- Everything else — typically 1–3 weeks. The rest of our range ships from our international fulfillment partners. Each product page shows its expected delivery window before you buy.
If your order contains both types, items may arrive in separate packages — at no extra cost to you.
Shipping costs. US shipping is free on orders over $30, and select products ship free with no minimum (this is noted on the product page). For other orders, a flat rate is calculated at checkout.
Tracking. Every order includes tracking. As soon as your order ships, we'll email you a tracking number and a live tracking link. Haven't received it within 5 business days? Check your spam folder, then email us at mellowteam@mellowpaw.org and we'll sort it out right away.
Where we ship. We currently ship within the United States.
Delays. Delivery times are estimates, not guarantees — carrier and customs delays occasionally happen. If your order is taking meaningfully longer than the window shown at purchase, contact us and we'll make it right, up to and including a refund under our 30-day happiness guarantee.
Questions about your order? Email mellowteam@mellowpaw.org — we reply within 24 hours.