Shipping policy

Last updated: October 21, 2026

Thank you for shopping with Catio & Co. This Shipping Policy explains how orders placed on catioandco.com are processed, shipped, tracked and delivered.

1. Where we ship

We ship to the United States, United Kingdom, Canada, Australia and New Zealand.

Almost every product we sell, including catios, outdoor enclosures and runs, and the metal cat cage, ships to all five countries. A few items, such as plug-in products with a US plug, ship to US addresses only. These are clearly marked "Ships to US addresses only" on their product page.

2. Order processing

Orders are processed within 1–3 business days after payment is confirmed. Business days are Monday to Friday, excluding public holidays. Orders placed on weekends or holidays are processed the next business day. During sales and holidays, processing may take a little longer; if there will be a significant delay, we’ll email you.

3. Shipping rates

Free standard tracked shipping on orders of $50 or more.
Orders under $50: standard tracked shipping is a flat $4.99.
Priority Handling: $6.99. Your order is moved to the front of the queue for processing and dispatch. Transit time still depends on the carrier and destination.

All shipping options and charges are shown at checkout before you complete your purchase.

4. Estimated delivery times

Estimated delivery times, including processing:

All items to the U.S., U.K., Canada, Australia and New Zealand: 7–15 business days

Delivery times are estimates, not guarantees, and may be affected by carriers, customs, weather, holidays, peak periods and other events outside our control.

5. Large items

Catios and outdoor enclosures are large, heavy parcels. They usually ship in one or more flat-packed boxes and are delivered to your door or the nearest safe place the carrier can access. Please check that you have space to receive and assemble them.

6. Tracking

When your order ships, we’ll email you a shipping confirmation with a tracking number. Please allow 24–48 hours for tracking to become active. If your tracking hasn’t updated for an extended period, please contact us.

7. Multiple packages

Orders with several items may ship from different locations and arrive separately, with separate tracking numbers. You won’t be charged extra shipping because we split your order.

8. Customs, duties and taxes

Orders shipped outside the United States may be subject to import duties, taxes or fees charged by the destination country. Unless stated otherwise at checkout, these are not included in our prices and are the customer’s responsibility. Customs processing can also add to delivery time.

9. Shipping address accuracy

Please check your full name, street address, apartment or unit number, city, state or province, ZIP or postal code, country and phone number at checkout. If you notice an error, email us right away. We’ll do our best to update it, but we can’t change an address once an order has shipped, and we’re not responsible for orders sent to an incorrect address provided at checkout.

10. Shipping Protection

You can add optional Shipping Protection in the cart for $4.99. If your protected order is lost, stolen or damaged in transit, contact us within 30 days of the estimated delivery date and we’ll send a free replacement or a refund for the affected items. See our Refund Policy for details.

11. Delays, lost and missing packages

If your order is well past its estimated delivery time, or tracking hasn’t updated for an unusually long period, contact us and we’ll investigate with the carrier. If your tracking shows “delivered” but you can’t find your parcel, please check around your property, with neighbours or building management, and the carrier’s delivery notes, then contact us and we’ll help where we reasonably can.

12. Damaged or incorrect items

Please inspect your order when it arrives. If anything is damaged, defective, missing or incorrect, email us within 30 days of delivery with your order number and photos, and we’ll make it right with a replacement part, a replacement item or a refund.

13. Changes and cancellations

If you need to change or cancel an order, email us as soon as possible. We can usually help before your order has been processed, but we can’t guarantee changes once it has entered fulfillment or shipped.