FAQs

Orders & Shipping

When will my order arrive?

Most orders arrive within 8-15 business days of purchase. Here is the breakdown:

Order cut-off: 5:00 PM Pacific, Monday-Friday. Orders placed after the cut-off, or on weekends, start processing the next business day.
Handling: 1-3 business days to pick, pack, and hand your order to the carrier.
Transit: 7-12 business days with USPS or UPS.

See our Shipping Policy for full details.

Do you keep the items in stock?

No. Every item is ordered in for you once you place your order rather than held on a shelf, which is why our handling time is 1-3 business days. If an item turns out to be unavailable after you have paid, we email you within 3 business days and refund the full amount to your original payment method within 5-7 business days. We will not swap in a different item without asking you first. Full details are in our Shipping Policy.

How much does shipping cost?

Standard shipping is a flat $5.99, and it is free on orders of $49 or more. We do not offer an expedited option at this time.

How do I track my order?

We email your tracking number within 24-48 hours of dispatch. Use it on the carrier’s website (USPS or UPS) to follow your package. If you have not received tracking within 48 hours of your dispatch email, write to support@meowlyco.com and we will look into it.

Where do your products ship from?

From our fulfillment partner’s warehouses in mainland China. meowlyco is operated by RIZMOS LIMITED, a Hong Kong registered retailer, and we sell imported pet gear rather than stocking it in a US warehouse. Once your parcel reaches the United States, USPS or UPS delivers it to your door. Returns are a separate matter – they go to our facility in Plano, Texas, never overseas.

Why does my order take 8-15 business days?

Because your order travels internationally. It is picked, packed, and dispatched from our fulfillment partner’s warehouses in mainland China, which takes 1-3 business days, and then spends 7-12 business days in transit before USPS or UPS hands it to you. That adds up to a total delivery window of 8-15 business days. We would rather quote you the honest window than a shorter one we cannot keep. Returns are handled separately at our returns facility in Plano, Texas, so you never ship anything back overseas.

Will I pay any extra fees on delivery?

The price you see at checkout is exactly what you pay. We do not add fees after you order, and we never bill you a second time once your order is placed.

What if a courier asks me to pay a fee?

Do not pay it. We do not ask you for money after checkout. If a carrier or anyone else asks you to pay a charge to release your package, decline and contact us right away at support@meowlyco.com with your order number. We will investigate with the carrier and sort it out.

Do you ship to Alaska, Hawaii, or PO Boxes?

We currently ship to the 48 contiguous United States only. We cannot ship to PO Boxes, APO/FPO addresses, Alaska, Hawaii, Puerto Rico, or addresses outside the US. Please use a street address at checkout.

Can I cancel my order?

Yes, within 24 hours of purchase and before dispatch. Email support@meowlyco.com with your order number and “Cancel” in the subject line. Once an order has been dispatched, we cannot cancel it, but you can return it under our Refund and Returns Policy.

Returns & Refunds

How do I start a return?

Three steps:

Email us. Write to support@meowlyco.com with your order number and the reason for your return.
Get your RMA number. We reply within 24 business hours with an RMA number and shipping instructions.
Ship it back. Send the item, unused and in its original packaging, to our returns facility: 700 E Plano Pkwy, Plano, TX 75074. Include your RMA number.

Please do not ship anything before you have an RMA number – returns without one cannot be matched to your order.

Do I send returns to your Hong Kong office?

No. Our Hong Kong registered office is an administrative address only. Packages sent there will not reach us or be refunded. Always request an RMA first, then ship to our Texas returns facility at 700 E Plano Pkwy, Plano, TX 75074.

What is your return window?

You have 30 days from the delivery date to return an item. Items must be unused and in their original packaging. There is no restocking fee.

When will I get my refund?

We refund your original payment method within 5-7 business days after we receive and inspect your return. Your bank or card issuer may take a little extra time to post the credit.

What if my item arrives damaged, defective, or wrong?

We will make it right. Report the issue to support@meowlyco.com as soon as you can, ideally within 48 hours of delivery, and include photos of the item and packaging. We will send a prepaid return label – the return ships at no cost to you – and issue a full refund.

Can I return an item I have already used?

For hygiene reasons, grooming tools and anything that touches your pet’s skin or mouth are not returnable once used, unless they arrived defective or damaged. Unused items in their original packaging can be returned within the normal 30-day window.

Who pays for return shipping?

If we made the mistake – damaged, defective, or wrong item – we pay, with a prepaid label. If you simply changed your mind, you cover the return shipping to our Texas facility.

Products & Pet Safety

Are your toys safe for my pet?

We choose products with care, and you play the biggest role in safe use. Please supervise your pet during play, especially with new toys, and remove any toy that becomes damaged or starts to break apart. Pick toy sizes that match your pet’s breed and size – a toy that suits a small cat may not suit a large dog. We do not claim any safety certifications or test results for our products.

How do I pick the right toy size?

Check the product page for size details and choose based on your pet’s size, jaw strength, and play style. Strong chewers need sturdier toys. When in doubt, size up, and always supervise the first few play sessions.

Can these products replace veterinary advice?

No. Nothing we sell is a substitute for veterinary advice. If your pet has allergies, a sensitive stomach, or any dietary condition, please consult your veterinarian first.

Payment

What payment methods do you accept?

We accept Visa, Mastercard, American Express, and Discover, processed by Stripe. All prices are in US dollars.

Will I be charged sales tax?

No. We do not add sales tax at checkout. If tax rules change and we ever have to start collecting it in your state, it will be shown at checkout before you pay and this page will say so. The amount you see on the final checkout screen is exactly what you pay – nothing is added on delivery.

Do you offer subscriptions or recurring charges?

No. Every purchase is a one-time payment. We never enroll you in a subscription or charge your card again without a new order from you.

Is my payment information secure?

Payments are handled by our payment processor, Stripe. We do not store your full card details on our servers.

Contact & Company

How do I reach meowlyco?

Email is our support channel: support@meowlyco.com, with replies within 24 business hours, Monday-Friday, Hong Kong Time (HKT, GMT+8). See our Contact Us page for everything you need.

How do I reach a real person?

Email support@meowlyco.com. Every message is read and answered by a member of our team within 24 business hours, Monday through Friday – it goes straight to the people who can look up your order and fix things, with nothing to pass on and no queue to wait in.

Who runs meowlyco?

meowlyco is operated by RIZMOS LIMITED, a company registered in Hong Kong. Its director and legal representative is Nguyen Trong Doan. You can learn more on our About Us page.

What is the Hong Kong address for?

Unit 2A, 17/F, Glenealy Tower, No.1 Glenealy, Central, Hong Kong is our registered office – an administrative address only. It is not a store, not a warehouse, and not a return address. Returns go to our Texas facility after you receive an RMA number.