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: Due to service impacts related to the COVID-19 pandemic we have ceased all international shipments. We will resume international shipping as soon as possible. Thank you for your patience and understanding.

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:

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!  Don’t like it? Return it within 30 days of purchase for a refund, unless noted in our Return Policy Exceptions below. Just email orders@jacksongalaxy.com to get the process started. 

 

Return Policy Exceptions:

Amid health and safety concerns related to COVID-19, there are certain products that cannot be returned until further notice. As of April 22, 2021, ALL SALES ARE FINAL on the following products unless there is a quality or construction issue at the time of purchase:

    - "The True Adventurer" Reflective Cat & Kitten Harness and Leash Set for Adventure Cats
    -The Jackson Galaxy Convertible Cat Backpack Carrier
    - Kitty Holster Cat Harness
    - All Bedding/Mats
    - Whisker Boxes
    - Kickers
    - Cat Buddies
    - Apparel
    - Masks

     

    Damaged or broken items: Email us to initiate the return and we will replace it at no charge and cover shipping both ways. 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.

    Important notes: We do not cover the cost of shipping any returns back to us, unless it was damaged or broken upon receipt. Additionally, we will only offer refunds or replacements when requested within 30 days of your receipt of the product.

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