FAQ - Shipping & Orders

Everything you need to know about shipping, tracking, returns, and warranty.

📦 Shipping

How long does shipping take?

All orders are processed and shipped within 24–48 hours. Once shipped, delivery takes 6–8 business days for US orders, 8–12 business days for UK/AU/NZ, and 10–15 business days for other countries. Free worldwide shipping on all orders. You'll receive a tracking number via email as soon as your order ships.

Do you offer expedited shipping?

Yes — expedited shipping (3–5 business days) is available at checkout for US, UK, and AU orders. The cost is calculated based on your location and order weight. Expedited orders are prioritized in our fulfillment queue and ship within 24 hours of order placement. International expedited shipping is not available for all countries — check availability at checkout.

Where do you ship from?

We ship directly from our partner manufacturers and warehouses. Most orders ship from facilities in China, the US, and Europe depending on product availability and your shipping address. We use the closest fulfillment center to reduce shipping time. All products meet the same quality standards regardless of origin.

Do you ship to my country?

We ship to over 58 countries across Europe, North America, Asia, Oceania, and the Middle East. Please note that we do not ship to certain regions where reliable delivery cannot be guaranteed, including Hawaii, Alaska, Puerto Rico, Guam, U.S. Virgin Islands, American Samoa, Northern Mariana Islands, APO/FPO military addresses, and certain remote territories in Australia and New Zealand. If your country isn't listed at checkout, contact us at hello@meowshelf.com. Remote or restricted regions may require additional handling time, which we'll communicate before processing your order.

Can I change my shipping address after placing an order?

Yes, but only if your order hasn't shipped yet. Contact us immediately at hello@meowshelf.com with your order number and new address. Once an order ships, we cannot redirect it — you would need to refuse delivery and place a new order. Address changes are processed within 2–4 hours during business hours.

🌍 International & Customs

Do I have to pay customs or import fees?

It depends on your country. Most countries have a duty-free threshold (typically $50–$200 USD). Orders above this threshold may incur customs duties, VAT, or import taxes, which are your responsibility as the buyer. We mark packages with accurate values as required by law. Check your country's customs policy before ordering. Common thresholds: US ($800), UK (£135), AU (AUD $1,000), EU (€150).

Why is my package held at customs?

Customs holds are routine for international shipments and typically resolve within 3–7 business days. Your tracking will show "Held at customs" or "Clearance in progress." You may receive a notice from customs requesting payment of duties or additional documentation. Follow the instructions provided. If held longer than 10 days, contact your local customs office directly — they can provide specific hold reasons and resolution steps.

Can you mark my package as a gift to avoid customs fees?

No — we're legally required to declare accurate product values and mark items as merchandise, not gifts. Falsifying customs declarations is illegal and can result in fines, package seizure, or delivery delays. We comply with all international trade regulations. If you're concerned about customs fees, check your country's duty-free threshold before ordering.

Do you cover customs fees?

No — customs duties, VAT, and import taxes are the buyer's responsibility and are not included in our product prices or shipping costs. These fees are set by your country's government, not by us. We have no control over customs charges or when they're applied. If you refuse a package due to customs fees, you're responsible for return shipping costs.

📍 Tracking & Delivery

How do I track my order?

You'll receive a tracking number via email within 24–48 hours of placing your order. Click the tracking link in the email or visit our tracking page and enter your order number. Tracking updates every 24 hours as your package moves through the shipping network. Initial tracking info may take 2–3 days to appear — this is normal. For tracking issues, contact us at hello@meowshelf.com.

My tracking hasn't updated in several days — is my order lost?

No — tracking gaps of 3–7 days are common, especially during international transit or customs clearance. Packages often move between facilities without scanning. If tracking shows no movement for 10+ days, contact us with your order number. We'll investigate with the carrier. Most "stuck" packages are in transit and arrive on schedule despite tracking delays.

What if I'm not home when my package arrives?

Carriers typically leave packages at your door or in a secure location. If a signature is required, the carrier will leave a notice with pickup instructions or attempt redelivery. Check your tracking for delivery attempts or hold locations. If you know you'll be away, you can usually request a hold at a nearby carrier facility by contacting the carrier directly with your tracking number.

🔄 Returns & Refunds

What is your return policy?

We offer a 30-day return policy on all products. Items must be unused, in original packaging, and in resalable condition. You're responsible for return shipping costs unless the item is defective or damaged. Contact us at hello@meowshelf.com to initiate a return — include your order number, reason for return, and photos if applicable. Once approved, we'll provide a return address. Refunds are processed within 8 business days of receiving the returned item.

Can I return an item if my cat doesn't like it?

Yes, as long as the item is unused and in original condition within 30 days of delivery. We understand cats can be particular. If the product shows signs of use (scratching, fur, odor, stains), we cannot accept the return. Take photos before assembling or introducing the item to your cat. Keep all original packaging. "Unused" means no assembly, no pet contact, no removed tags.

How do I initiate a return?

Email hello@meowshelf.com with your order number, the item(s) you want to return, and reason for return. Include photos showing the item's condition. We'll review your request within 24 hours and provide a return address if approved. Pack the item securely in its original box. Ship via a trackable method and keep your receipt. Once we receive and inspect the return, your refund is processed within 8 business days.

Who pays for return shipping?

You pay return shipping costs unless the item arrived damaged, defective, or we sent the wrong product. For defective or damaged items, contact us first — we may offer a partial refund or replacement without requiring a return. If we request a return for a defective item, we'll provide a prepaid return label. Choose a trackable shipping method and keep your receipt — we're not responsible for lost return packages.

How long does a refund take?

Once we receive and inspect your return, refunds are processed within 8 business days to your original payment method. Bank processing can take an additional 3–7 business days depending on your financial institution. You'll receive an email confirmation when your refund is processed. If you don't see the refund within 15 business days of our confirmation email, contact your bank — the issue is on their end.

⚠️ Damaged, Lost & Warranty

What if my item arrives damaged?

Contact us immediately at hello@meowshelf.com with your order number and photos/video of the damage (both packaging and product). Do not discard the packaging — we may need it for a carrier claim. We'll offer a replacement, partial refund, or full refund depending on the damage. Most damage claims are resolved within 48 hours. If the item is usable despite cosmetic damage, we may offer a partial refund so you can keep it.

What if my package is lost or shows as delivered but I didn't receive it?

If tracking shows delivered but you didn't receive it: first check with neighbors, building management, or other household members, and verify your PO Box or local post office if applicable. Carriers sometimes scan packages as delivered before final handoff — wait 48 hours before escalating. If still missing after 48 hours, contact us at hello@meowshelf.com with your order number. We'll open an investigation with the carrier. If the package is confirmed lost, we'll send a replacement or issue a full refund. Lost package investigations typically take 7–14 business days to resolve.

Do your products have a warranty?

Yes — all MeowShelf furniture includes a 1-year warranty covering manufacturing defects (structural issues, material defects, hardware failures). The warranty does not cover normal wear, damage from misuse, or modifications. Look for the warranty badge on the product page. To file a claim, contact us with photos or video showing the defect. We'll offer a replacement part, replacement product, or refund depending on the issue. Warranty claims are processed within 48 hours.