FAQ

Orders are delivered within 7–12 business days. All orders include tracked and insured delivery. Orders are fulfilled from our network of U.S. and international warehouses depending on availability at the time of purchase. Orders containing multiple items may ship separately and arrive at different times. Each shipment includes its own tracking.

For full details, please refer to our Shipping Policy.

Tracking details are provided via email once your order ships. Depending on the fulfillment location and carrier, tracking updates may appear intermittently as the package moves through transit. This is normal and does not indicate a problem with your shipment. Orders may move through multiple carriers and transit stages before final delivery.

To track your order, visit Order Tracking.

Orders cannot be cancelled once placed. Our fulfillment process is automated through third-party logistics providers, and processing begins immediately after checkout. If you no longer wish to keep an item after it arrives, you may request a return under our standard return conditions.

If an item arrives damaged, defective, or is the wrong product, contact us within 30 days of delivery. Our preferred resolution is a free replacement without requiring a return. Refunds for these cases are considered only if the replacement also encounters a delivery or fulfillment issue.

For preference-based returns (change of mind), the item must be unused and in original condition. Return shipping costs are the responsibility of the customer. If your cat simply doesn’t engage with a product, this is not considered a defect — standard return conditions apply.

For full details, please refer to our Refunds & Returns Policy.

Products are represented accurately on each product page. Minor variations in surface finish, color tone, or material texture may occur between production batches and do not affect function or durability.

Cat products depend on individual pet preferences, behavior, and temperament. Engagement with toys, scratchers, and enrichment products will vary from cat to cat. We recommend considering your cat’s size, age, and play style before purchasing. Some products may require simple assembly, which will be noted on the product page.

All PawKitty products are designed for use by cats under owner supervision. We recommend supervising your cat during initial use of any new product and inspecting products regularly for signs of wear, loose parts, or damage. Small parts or attachments may pose choking or ingestion risks — remove and replace any product that has been chewed through, torn, or structurally compromised.

Our products are not intended to provide veterinary, medical, or therapeutic advice. Any enrichment or behavioral benefits described are general in nature and do not replace professional guidance. For full details, please refer to our Safety & Disclaimer Policy.

Payment is processed immediately at checkout. We accept Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Google Pay, Shop Pay, Union Pay, JCB, Venmo, Affirm Pay Later, and Klarna Pay Later.

For full terms, please refer to our Terms & Conditions.

A portion of our proceeds goes toward supporting cat shelters and animal welfare organizations. When you shop with PawKitty, you’re helping cats beyond your own home. Read more about our mission here.

Support is available via email and our website contact form. We typically respond within 24–48 business hours.

You can reach us here: Contact Us.