Shipping & Returns

Shipping Policy

Summary of Shipping Options: We will send you an email notification with tracking information once your parcel has been dispatched from our warehouse. Actual delivery date may vary and is based on origin, destination, Post Office™ acceptance time, and other conditions.

 * Not all shipping methods are available at the same time during checkout. Some shipping methods might not be available due to carrier restrictions in your area.

Please note, some items ship from other locations and have different delivery times.

International Shipping: We do not ship outside the U.S. at this time (with the exception of APO/FPO addresses and the U.S. territories).

Free-Shipping Offers: We are happy to offer free U.S. Shipping on orders of $75 or more. The following products are not applicable to the Free Shipping offer:

    • All Apparel
    • All products by:
      • Agile
      • Armarkat
      • Catastrophic Creations
      • Cat Modern
      • Hauspanther Furniture, Shelving, and Scratchers
      • K & H
      • Mau Pets
      • PetSafe Drinkwell 
      • Refined Feline
      • Vetreska ( Get free shipping on Vetreska products when you purchase $100+ of Vetreska branded items)

During "Free Shipping" promotions, valid on orders placed online in the U.S. only (including Puerto Rico) and shipped to a single U.S. address.  If you choose another shipping option, additional charges may apply.  No adjustments on previous purchases.  Offer is non-transferable and not valid for cash or cash equivalent. Offer subject to change. Delivery time subject to change.

Return Policy

Your satisfaction is important to us! Aren’t happy with your product? Contact us within 30 days of delivery to initiate a return for a refund (unless otherwise noted in our Return Policy Exceptions below). 

Email care@jacksongalaxy.com to get the process started. 

Please always contact our customer care team prior to mailing any returns. We will not be able to honor a return or refund if a RMA (return merchandise authorization) is not issued by us. 

 

Damaged or Defective Items

Did you receive a damaged or defective item? Or perhaps you received an incomplete or incorrect order? We’re so sorry to hear that! 

Contact our customer care team for assistance. Any claims for damaged, defective, or missing items must be submitted within 30 days of your order being delivered. Our team may require photos of damaged or defective items and may ask you to perform a few troubleshooting steps, so it's best to reach out to us when you have the item with you.

Return Shipping

While we would love to be able to absorb the cost of shipping, as a small business we aren’t able to offer that service at this time. You are free to ship the product using whatever method is most convenient or affordable. We highly recommend using a shipping method with a tracking number as this ensures your return is correctly delivered. In the event that your order was fulfilled incorrectly, we may issue a return label at our discretion.


Return Policy Exceptions

As a retail seller of products manufactured by other companies, we are limited in our ability to provide returns for certain items. In addition, for both safety and risk of health hazards that may be unknown to the animal guardian at the time of the return, we are not able to accept returns on all items.

Once a product is opened, we have no way to directly tell if the product was used or scented by animals or humans. Therefore, we cannot accept returns on select opened items as a manner of animal safety and to avoid cross-transmission of animal-to-animal issues on a return. Animal safety is always our highest priority.

For these reasons all sales are final on the following products:

The following items may not be returned:

  • Kicker Toys
  • Catnip Pods
  • Cat Buddies Toys and Mats

The following items cannot be returned IF OPENED:

  • Snuffle Mat for Cats
  • PetPLAY Chill Pads
  • Kitty Holster Cat Harness
  • Whisker Box

 

Jackson Galaxy Solutions

Our holistic solutions have a 60-day return window as we would love for you to have enough time to get the most out of our products. Results will vary as all animals are different. We have worked with many animals who have responded after the first dose, while others have taken up to 6-8 weeks for the first sign of improvement. 

Visit our FAQ page for more information on using the solutions or contact our customer care team for further assistance, care@jacksongalaxy.com

 

Bundles 

All items included in a bundle or set must be returned to qualify for a refund. Partial refunds or returns are not offered. Any claims for damaged, defective, or missing items must be submitted within 30 days of the order being delivered. 

 

Apparel

Apparel items are made to order and cannot be returned. Any claims for misprinted, damaged, or defective items must be submitted within 30 days of the order being delivered. 

 

Fulfillment by Other Distributors (Dropship)

In an effort to offer our customers a wide range of products, the following brands are shipped directly to the buyer by the brand’s fulfillment team and are not shipped by the Jackson Galaxy Team. The return policy for these items are specific to the brand and must be referenced with the respective companies.

Please contact our customer care team for details regarding any issues or returns for the following brands and products:

  • The True Adventurer Reflective Cat & Kitten Harness and Leash Set
  • The Jackson Galaxy Convertible Cat Backpack Carrier
  • Ripple Rug Cat Activity Mat 
  • Armarkat
  • Cat Modern
  • Catastrophic Creations
  • Hauspanther/PrimetimePetz
  • Love and Above Cat Club
  • Mau Pets
  • The Refined Feline
  • Travel Cat/Your Cat Backpack
  • Vetreska
  • SquarePaws

Please feel free to contact our customer care team with any questions, concerns, feedback, or simply to share your animal’s pictures and videos! While we are available for assistance with orders and products, we are always happy to hear your animal’s stories. Because after all, everything we do at Jackson Galaxy is done For the Love of Cats.



Contact us! Please call Toll Free: 833-886-CATS (2287) (M-F 10am-2pm PST) or email care@jacksongalaxy.com.