Shipping policy

How we charge for shipping

Shipping is charged at our FedEx account rate for your package and your address, plus the carton it ships in. We add nothing. The rate is calculated at checkout for your box size and ZIP code and shown before you pay, so a blanket to Los Angeles and a large bed to Miami each pay what they cost to send, no more.

FedEx Home Delivery is our standard service. FedEx 2Day, Standard Overnight and Priority Overnight are offered at checkout on the same basis: our account rate plus the carton. FedEx does not currently guarantee delivery times for expedited services, and weather or carrier delays are outside our control.

The Companion Stairs® 4-Step ships as an oversize piece and carries a flat $94.95 shipping charge; it does not ship by air. Its return terms are described on its product page and in our return policy.

Hawaii and Alaska

We ship to Hawaii by FedEx at our carrier's rate, shown at checkout. The Companion Stairs 4-Step is not available for delivery to Hawaii. Courtesy return labels and online exchanges are not available for Hawaii; see our return policy. We do not ship to Alaska.

How we ship

Every order ships via FedEx from our facility in Palm Springs, California, where each piece is artfully hand crafted. We ship within the United States. Orders placed by 9:30 AM Pacific on weekdays ship the same business day; later or weekend orders ship the next business day. You receive a confirmation email with tracking the moment yours leaves.

Address changes

We are happy to update your shipping address anytime before your order ships: write to info@animalsmatter.com right away. Once an order is with FedEx, address corrections incur FedEx's correction charges, which are deducted from any refund.

If your delivery doesn't arrive

FedEx confirms deliveries with GPS coordinates and a delivery photo. If tracking shows delivered but your package has not appeared, check the delivery photo, then with neighbors or your building, and tell us promptly at info@animalsmatter.com: the sooner we know, the more we can do for you with FedEx.

Refused deliveries

You may refuse a delivery and it will return to us automatically; FedEx's return shipping charges are deducted from any refund. It is usually simpler and more economical to accept the delivery and arrange an exchange or return with us. See our return policy.

Questions before you order? Write to info@animalsmatter.com. We are glad to help.