Shipping & Returns
Free US shipping over $69. Hand-finished and dispatched from our studio. 14-day no-hassle returns. Here's the full policy — no fine print, no surprises.
Free US Shipping $69+
Standard delivery, 50 states + APO/FPO/DPO.
Hand-Packed With Care
Carefully prepared at our boutique studio.
14-Day Returns
Free return label, refund to original payment.
At Pet Pouchy we design carriers, beds, and toys for the modern American pet family — which means your order should reach you the same way your pet greets you at the door: fast, friendly, and without fuss. Below is exactly how we ship, what we charge, and how easy it is to send something back.
Order processing time
Orders are picked, packed, and handed to the carrier as soon as our small team can get to them (Mon–Fri, excluding US federal holidays). We don't promise a fixed handling time — we'd rather under-promise and over-deliver than the other way around.
- Orders placed Friday after 1 PM PT, or over the weekend, ship Monday.
- Personalised items (engraved tags, embroidered carriers) add 2–3 business days.
- You'll receive a tracking email the moment your label is generated.
Holiday cut-off (US)For best chance of delivery before December 24, please order Standard by Dec 15, Expedited by Dec 19, or Overnight by Dec 21 (PT).
Shipping options & rates
All prices in USD. Rates are the same to all 50 states + APO / FPO / DPO addresses. Carrier is selected automatically (USPS, UPS, or FedEx) based on weight, destination, and speed.
| Method | Transit | Cost |
|---|---|---|
| Standard (orders $69+) | 3–7 business days | FREE |
| Standard (under $69) | 3–7 business days | $8.99 flat |
| APO / FPO / DPO | 7–21 business days | Same as above |
Heads-up: large items like cat trees and big beds may ship in two boxes from different fulfilment hubs and can arrive on different days — both will be tracked separately.
Tracking your order
The moment we generate your label, an email lands in your inbox with the tracking number and a one-click "Track package" button. You can also log into My Account → Orders at any time to see the live status of every Pet Pouchy parcel.
Tracking can take 12–24 hours to show movement after the email is sent — that's the carrier scanning the package into their network, not a delay on your order.
International shipping
We currently ship to the United States only (50 states + APO / FPO / DPO). International shipping (Canada, UK, EU, Australia) is on our 2026 roadmap. If you'd like to be notified the day we go live in your country, drop us a note via the Contact page and we'll add you to the waitlist.
14-day returns
If something isn't quite right, you have a full 14 days from the delivery date to send it back. We pay the return shipping inside the contiguous US — no restocking fees, no awkward emails.
What can be returned
- Unused items in their original packaging with all tags attached.
- Carriers, beds, leashes, and toys that have not been chewed, washed, or worn.
- Sealed treats, food, and grooming consumables (for safety, opened consumables can't be resold).
What can't be returned
- Personalised / engraved / embroidered items (made to order).
- Gift cards and final-sale clearance items (clearly marked on the product page).
- Used or laundered bedding and apparel for hygiene reasons.
How to start a return
- Sign in to My Account → Orders and pick the order.
- Click "Request return", select the items, and choose a reason.
- We'll email a prepaid USPS label within one business day.
- Drop the box at any USPS location — done.
Prefer to talk to a human? Email [email protected] or open a chat from the Contact page; we usually reply within a few hours during US business days.
Refunds & processing time
Once your return reaches our boutique studio, our team inspects the items and issues your refund within 3–5 business days to the original payment method. Bank posting times can add another 5–10 days depending on your card issuer — we promise we move as soon as the box is in our hands.
Original shipping charges (if any) are refundable only if the return is the result of our error or a defective product.
Exchanges
Need a different size, colour, or model? The fastest path is to place a new order for the item you want and start a return for the original — that way the new piece ships immediately instead of waiting for your return to arrive. Once the original is back with us, we'll refund it on the spot.
If you'd rather we handle a true 1-for-1 exchange (same SKU only, e.g. a swap from Carrier S → M), reply to your order confirmation and we'll set it up — no extra shipping charge.
Damaged, defective, or lost orders
Every Pet Pouchy order is inspected before it leaves the warehouse, but couriers occasionally have rough days. If your order arrives damaged or defective:
- Email us at [email protected] within 7 days of delivery.
- Include your order number and 2–3 photos showing the damage and the outer box.
- We'll ship a replacement at no cost or refund the item in full — your call.
If tracking shows your parcel was delivered but it never reached you, please contact the carrier first to file a "package not received" claim, then forward the case number to us; we'll work directly with the carrier and keep you in the loop.
Quick FAQ
Do you offer free shipping?
Yes — Standard shipping is free on every US order of $69 or more. Smaller orders ship for a flat $8.99.
Can I change or cancel my order after I place it?
If your order hasn't entered the picking queue yet (typically within 60 minutes of checkout), email [email protected] with the subject "URGENT — change order #" and we'll do our best. After it ships, please use the 14-day return window instead.
Do you ship to PO Boxes / APO / FPO?
Yes. PO Boxes ship via USPS; APO / FPO / DPO addresses ship via USPS at the same rates as the rest of the US (free for orders $69+, otherwise flat $8.99).
Will I be charged sales tax?
Sales tax is calculated at checkout based on your shipping state and applicable US state & local rates. We are not responsible for any duties on future international orders.
International orders, customs & restricted items
Pet Pouchy currently ships within the United States (50 states + APO/FPO/DPO). International expansion is on our 2026 roadmap and we are quietly running pilot programs into Canada, the United Kingdom, Australia, and the EU. If you would like first access when your country opens, drop us your email and we'll add you to that quiet launch list — no marketing spam in between.
When we do ship internationally, here's what to expect
- Duties & taxes — All international orders ship DDU (delivered duty unpaid) by default. Your local courier will collect any applicable VAT, GST, or import duty before final delivery. We'll display an estimate at checkout where the carrier provides one.
- Lead times — Standard international air typically takes 7–14 business days, depending on customs. Express options (3–6 days) are available at checkout for most countries.
- Returns from outside the US — International returns are also accepted within 14 days; the customer is responsible for return shipping and any re-import duties. We refund the product price in full once the item arrives back at our boutique studio in original condition.
Items we cannot ship by air
A small number of items in our catalog (cat-grass kits, perishable treats, and some scented enrichment toys) cannot be shipped by air for IATA dangerous-goods or agricultural-import reasons. These items are flagged on the product page and excluded automatically at checkout for ineligible destinations.
Carrier sizing & airline policies
Our soft-sided carriers are designed within the typical in-cabin pet allowance for major US airlines (commonly 18 × 11 × 11 in. for the under-seat space). Each carrier's exterior dimensions are listed on its product page so you can match them to your specific airline's pet policy before you fly. Always confirm with your airline 24 hours in advance — pet policies change. If you'd like a sizing recommendation for a specific carrier and airline, our team is happy to confirm by email.
How your order is packed (and why it looks plain)
We deliberately ship in unbranded, recyclable kraft cartons. It's not a cost-cut — it's a privacy and sustainability choice. Less ink on the box means easier recycling, and a plain box on your porch is harder to spot for porch-pirates.
- FSC-certified kraft mailers for soft goods (collars, small accessories).
- 100% recycled corrugated cartons for carriers and beds. No double-boxing unless the courier requires it.
- Recycled tissue + paper tape — no plastic poly-bags, no foam peanuts, no air pillows.
- Reusable cotton dust bag packed inside every carrier order — works as a laundry bag for the carrier liner once you've unpacked.
- Carbon-neutral last mile on UPS Ground via UPS carbon-neutral program (since 2024).
If a piece of our packaging arrives damaged or you'd like to send something back to be recycled, email our team with a photo and we'll handle it.
Still have a question?
Our customer care team is happy to help — most replies go out within a few hours on US business days.
Contact Pet Pouchy