Shipping Policy
Processing Time
All orders are processed within 1-5 business days. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days.
Shipping Rates & Delivery Estimates
Shipping charges for your order will be calculated and displayed at checkout. We offer free standard shipping on all orders over $50.
- Standard Shipping (Canada): 9-14 business days
- Standard Shipping (United States): 12-20 business days
Shipment Confirmation & Order Tracking
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.
Damages
If your order arrives damaged, we'll make it right. Send us a photo of the damaged item and packaging via our contact page within 48 hours of delivery and we'll ship you a free replacement at no cost. If a replacement isn't available, we'll issue a full refund instead. If your tracking shows the package is lost in transit, contact us and we'll investigate with the carrier and send you a replacement.
Premium Shipping Protection
At checkout you can add Premium Shipping Protection ($4.97) to your order. Protected orders receive our highest level of coverage: if anything happens to your package between our warehouse and your door, we make it right immediately, no questions asked.
- Lost in transit: tracking stops moving or your package never arrives. We ship a free replacement right away, no carrier investigation, no waiting period.
- Damaged on arrival: instant free replacement or full refund, no photos or forms required.
- Stolen or missing after delivery: if tracking says delivered but your package is nowhere to be found, we replace it. (This is not covered under our standard policy.)
To make a claim, simply contact us through our contact page with your order number and one sentence about what happened. Claims are resolved within 1 business day with your choice of a free replacement or a full refund of your order.
Premium Shipping Protection does not cover packages sent to an incorrect address entered at checkout, packages refused at delivery, or product satisfaction issues (see our refund policy for our taste guarantee). The protection fee is fully refunded if you cancel your order before it ships.
Orders without protection are still covered by the standard Damages policy above, which requires photo documentation within 48 hours for damage claims and a carrier investigation for lost packages.
Incorrect Shipping Addresses
Please ensure your shipping address is correct at checkout. MuttHub is not responsible for orders shipped to incorrect or incomplete addresses provided by the customer. If a package is returned to us due to an incorrect address, the customer will be responsible for any additional shipping costs to resend the package.