Shipping

Shipping is free on every order to the contiguous US - the lower 48 states and Washington, DC.

Alaska, Hawaii, Puerto Rico and other US territories ship at carrier rates, calculated at checkout. These travel by air rather than ground, which costs considerably more than mainland shipping.

We can't ship to APO, FPO or DPO addresses - our carrier doesn't serve them. If you're at a military address, email us before ordering and we'll work out an alternative.

Processing time

Orders are packed and handed to the carrier within 1 to 2 business days, Monday through Friday, excluding federal holidays. Orders placed after 12:00 PM Mountain Time are processed the next business day. You'll get tracking by email as soon as your order ships.

Delivery time

We ship UPS Ground from western Colorado. Typical transit once your order leaves us:

Mountain West (CO, UT, WY, ID, NM, AZ, NV) — 1 to 3 business days
West Coast and Central US — 2 to 4 business days
Midwest and South — 3 to 5 business days
East Coast and New England — 4 to 6 business days
Alaska and Hawaii — 5 to 10 business days

Carriers don't deliver on weekends or federal holidays. These are estimates based on published carrier transit times. We don't control the carrier network, and weather, volume and routing can move a delivery date.

If your order is delayed

If we can't ship within the time above, we'll email you with a revised date. You can cancel for a full refund any time before your order ships, and we'll issue it without you having to ask.

If your order arrives damaged, or doesn't arrive

We handle it, not you. Don't file a claim with the carrier. Email us at info@wellplayedcat.com with your order number and a photo if the box or contents are damaged. We'll send a replacement or refund you, and we'll deal with the carrier on our end.

Address accuracy

Please check your shipping address at checkout — we ship to the address given. If a package comes back to us as undeliverable because the address was wrong or incomplete, we'll reship it once you confirm the correct address, and we'll cover the reshipment.


Returns and refunds

The Favorite Place Guarantee

Give your cat 30 days. If it doesn't become their new favorite place, send it back for a full refund.

30 days from the day your order is delivered
Full refund of what you paid. No restocking fee, nothing deducted
We pay return shipping. We'll email you a prepaid label
Keep the hardware kit. The stud finder, level, bit and the rest are yours either way

We expect returned product to have been mounted and used. That's the entire point of the guarantee, and a cat who ignored it for 30 days is exactly the situation it's meant to cover. Normal signs of installation and use are fine.

How to start a return

Email info@wellplayedcat.com with your order number and a sentence about what happened. We'll reply with a prepaid return label, usually the same day. Ship it back within 14 days of receiving the label. Original packaging helps but isn't required, as long as it's packed well enough to survive the trip.

Refunds

Refunds are issued within 5 business days of the return reaching us, back to the original payment method. Depending on your bank it can take a few more days to appear on your statement. We'll email you when it's issued.

Damaged or defective product

This isn't a return, and you don't need to send anything back before we act. Email us with your order number and a photo and we'll send a replacement part or a full replacement at no cost. If you'd rather have a refund, say so and we'll do that instead.

Exchanges

Email us. If you ordered the wrong kit or want to swap for a different one, we'll sort it out directly rather than running a return and a new order.

Questions

info@wellplayedcat.com