Shipping policy

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:

The Bully Cat Bundle
Comfy Dumpling Bed
Cover Your Basics Bundle: Cuddle Up Edition
The Wallflower Bundle (For Shy Cats!)
Sustainably Yours Cat Litter
Litter Genie Plus Ultimate Cat Litter Odor Control Pail
Ripple Rug Cat Activity Mat ***Please verify all shipping information is correct as address changes cannot be made after an order is placed. Any packages returned due to address errors are automatically refunded without shipping fees.

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

We want you and your feline family to be happy with your purchase! If you're not completely satisfied, we’ve made returning your item(s) easy.

***To initiate your return request, please head here: jacksongalaxy.com/returns

Return Process

Contact us within 30 days of delivery to initiate a return for a refund or store credit. Please note the following:

FREE Return Shipping: We cover the cost of your return shipping label! Once your return is approved, you can print your prepaid return label right away.
Restocking Fee: For refunds, a $10 restocking fee applies. For store credit, the fee is reduced to $5.
Exchanges: We do not offer exchanges at this time.
Shipping Fees: The original shipping fee from your order is non-refundable.
Return Window: You have 15 days from the time of the approval of your return request to ship the item back to us.

Damaged or Defective Items

If your item arrived damaged, defective, or incorrect, we’ll make it right! Contact us within 30 days of delivery. We may request photos and a few troubleshooting steps.

Return Policy Exceptions

Due to safety concerns, we cannot accept returns on opened items like bedding, toys, or litter-related products. Please review our full list of non-returnable products below:

Non-returnable: Kicker Toys and Catnip Pods
Non-returnable if opened: Snuffle Mat, Donut Disturb Bed, Convertible Clamshell, Basic Cat Mat, PetPLAY Chill Pads, Kitty Holster Cat Harness, Water Fountains, Mmmeow Mat, Necoichi Bowls, Whisker Box

Jackson Galaxy Solutions

For our holistic solutions, we offer a 60-day return window. Results may vary, so we give ample time for you to see progress. 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 or contact Customer Care for more information.

Apparel

All apparel items are made to order and cannot be returned. If you receive a misprinted, damaged, or defective apparel item, please contact us within 30 days to request a refund or replacement.

Bundles

To qualify for a return on bundled items, all items in the bundle must be returned together. We do not offer partial refunds on bundle items. Claims for damaged, defective, or missing items must be made within 30 days of delivery.

Products from Jackson Galaxy Approved 3rd Party Partners

Some products are shipped directly from our third-party partners. The return policy for these items may vary depending on the partner. Please contact our Customer Care Team for details on returns for the following brands and products:

Ripple Rug Cat Activity Mat
Armarkat
Cat Modern
Catastrophic Creations
Hauspanther/PrimetimePetz
Love and Above Cat Club
Mau Pets
SquarePaws
The Refined Feline
Travel Cat
Tuft and Paw
Vetreska

Contact Us

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.