Shipping & Returns
Please note: orders placed after 12:00pm PST will ship the following day.
Percent Off Offers: Applicable to purchases made online only. Must enter promo code to receive discount. Excludes Gift Cards, Armarkat, Ball & String, Cat Modern, Catastrophic Creations, Hauspanther, Jackson Galaxy Kits, PetFusion, Sauder, Travel Cat & Your Cat Backpack.
Summary of Shipping Options*
We will send you an email notification with tracking information once your parcel has been dispatched from our warehouse. The chart below applies to most items on our website, some items ship from other locations. Please refer to the “Product Line” column to see the delivery options for specific products. 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.
We currently do not ship to Australia, Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and the UK. This is due to the new GDPR rules.
NOTE TO INTERNATIONAL BUYERS: ORDER AT YOUR OWN RISK! We will not be held responsible for orders seized by customs, and we will not falsify customs forms to accommodate any orders. Customs forms will all be marked honestly, with accurate product and product value details in accordance with US Federal Law. In addition, International orders may be subject to import taxes and duty fees. The customer is responsible for paying these charges.
When you place an order we will calculate shipping costs for you based on the items in your cart, ship-to destination, and the shipping options available.
We understand that you may occasionally want to return items that are not suitable and are very happy to help you. Please carefully inspect your shipments as soon as you receive them:
Unopened items in perfect condition: We are happy to offer a refund on any items returned to us in perfect condition, within 30 days of receipt of order, with proof of purchase.
Damaged or broken items: Return it to us and we will replace it at no charge and cover shipping both ways. Just contact us when you receive your order and we’ll walk you through the process. Our customer service team will require photos of the item 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.
Other Items: Unsatisfied with your purchase? Please contact our customer service team.
Please note: We will only offer refunds, replacements or exchanges when requested within 30 days of your receipt of the product.
Contact: please call Toll Free: 833-886-CATS (2287) (M-F 9am-6pm PST and Saturdays 9am-2pm PST) or email care [at] jacksongalaxy [dot] com.