At present because all items are free shipping, we ship ground only by Fed Ex and UPS. In some cases we will ship with the USPS. We try our best to not have products on back order available, we mark the item ” Out Of Stock” until it is available. You can email about such items as when they will be back in stock. Some manufacturers have a lot of companies to inform and may not inform us in time. We will contact you of course if this may happen. In rare cases some products are custom made to order when the orders are placed which takes more time. Most products ship within 24 to 48 hours. High end products can take up to 96 hours to ship. Cat wall mounted products are all made to order and items like the Feline Cat Plane and Wine Barrel Dog Beds can take up to 3 weeks to complete. They are beautiful products and built to order by very skilled carpenters. Please keep all emails, confirmations and proof of your order. Shipping can take 3 to 5 days after the carrier has received your package not 3 to 5 days after you placed your order.
Please call us within 7 days if the item(s) are damaged in transit or defective. You can email [email protected] or fill out our contact form on our Contact Us Page. Please have your order number and tracking number on hand. If you believe the item to be damaged, do not refuse it or try to ship it back to us before contacting us. We will do everything we can to resolve your issue. You can also call our direct line at (818) 817 1685. Please be patient if you have to leave a message, we will get back to you the same day.
Please keep the item(s), original shipping box and packaging materials. Note: We will not accept any returns without prior return authorization. Our goal is to provide the best quality products and we pride ourselves on our customer service. Multiple items ordered may arrive in separate boxes/packaging
While we are confident that our packaging standers are adequate to protect your products under normal handling while in transit, we realize inevitably that damage can and will occur. We firmly believe that transportation companies need to be responsible for mishandling freight and we will work with our customers to ensure that their claims with their carriers are resolved to their satisfaction.
*Shipping: We do ask you to cover the shipping cost of returning or exchanging unless it is a manufacturing defect.
At present we only ship to the continental US