Contact & FAQ

We process all orders within 1–3 business days. Once your order ships, delivery time depends on the shipping method assigned to your item. Most items ship Express and arrive within 3 to 7 business days. A small number of larger or specialty items ship Standard and typically arrive within 8 to 15 business days.

The estimated delivery window for each item is listed on its product page, please check there for the most accurate estimate. 

Because we offer two shipping methods depending on the item. Most products ship Express and arrive within 3 to 7 business days. Some larger or specialty items ship Standard and take 8 to 15 business days. The method and estimated delivery window for each item are listed on its product page, so you know what to expect before you order.

Not always. If you order multiple items, they may ship separately, arrive on different days, and have separate tracking numbers. This is normal and does not mean part of your order is missing or lost.

Shipping is free on all orders within the United States. There is no minimum order value and no hidden fees.

Currently Mainpaws ships within the United States only. The amount you see at checkout is the amount you pay. there are no customs fees, import charges, or hidden costs. 

Once your order ships you will receive a confirmation email with your tracking number. If your order ships in more than one package, you may receive more than one tracking number, and they may arrive at different times.

Tracking information can take a few business days to become active, so don't worry if it shows nothing at first. If your tracking number shows no movement after five business days, email us at support@mainpaws.com and we'll look into it.

This usually resolves quickly. First, check around your property, with anyone else in your household, and with your neighbors — carriers sometimes mark a package delivered a little early or leave it in an unexpected spot. It's also worth contacting your local carrier directly, as they can often pinpoint where it was left.

If it still doesn't turn up, email us at support@mainpaws.com with your order number and we will work with you to sort it out.

We select products based on their materials and safety information, and we prioritize items made with non-toxic, pet-appropriate materials.

Automatic self-cleaning litter boxes use a built-in sensor that detects when your cat has used the box. After a set delay, the mechanism scoops the waste and deposits it into a sealed container, so the box stays fresh without you having to scoop it yourself.

Features vary by model — capacity, delay timing, app connectivity, and litter compatibility differ between products. Check the individual product page for the specifications of the one you're looking at.

Most of our products require minimal assembly and come with instructions in the box. Assembly time varies by product and is noted on each product page. If you get stuck, email us at support@mainpaws.com and we'll help.

Sizing varies by product. Each product page includes size specifications and weight limits where applicable, so you can check the fit for your pet before ordering. If you're unsure which size to choose, email us at support@mainpaws.com with your pet's weight and breed and we'll point you in the right direction.

We process orders quickly, so contact us at support@mainpaws.com as soon as possible if you need to make a change. If your order hasn't entered fulfillment yet, we can usually accommodate it. Once an order has entered fulfillment we may be unable to stop it — in that case you can return the item under our return policy once it arrives.

Email us immediately at support@mainpaws.com. We can often correct an address before the order enters fulfillment, but not after it ships. We're not able to reroute a package once it's with the carrier.

We offer a 30-day return window. You have 30 days from receiving your item to request a return. Items must be unused, in their original condition and packaging, and you'll need your proof of purchase.

To start a return, email us at support@mainpaws.com with your order number and the reason. We'll send you a return authorization with instructions and the correct return address. Please don't ship anything back before you receive that authorization, as unauthorized returns can't be processed or credited.

Full details are in our Refund Policy.

If you're returning an item because you changed your mind or no longer want it, you're responsible for return shipping. We recommend a trackable service, since we can't refund a return we don't receive.

If your item arrived defective, damaged, or if we sent the wrong item, we cover return shipping. That's on us, not you.

Yes, items marked final sale or clearance can't be returned.

If you're unsure whether something is returnable, ask us before you order.

We're sorry if that happens — let us know and we'll make it right. Email us at support@mainpaws.com within 7 days of delivery with photos of the item and its packaging. The photos help us resolve it quickly and often mean you won't need to ship anything back. We'll arrange a replacement or a refund.

Once we've received and inspected your return, we'll let you know whether the refund was approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card provider may take additional time to post it to your account.

If more than 15 business days have passed since we approved your return and you haven't seen the refund, email us at support@mainpaws.com.