When will my order ship?

We know you're excited to get your items! Most orders leave our warehouse within 2 to 5 business days, and Expedited or Express orders head out even faster. As soon as your package is on its way, we’ll email you a tracking link. Please note that orders placed over the weekend will ship out starting the next business day.

For custom, backordered, or artist-shipped items, please check the expected ship date on the product page or in your confirmation email. Due to occasional carrier delays, we recommend ordering a little early if you need your item by a specific date. Already placed an order? You can easily check your status on our Order Lookup page using your order number (without dashes) and billing zip code!

Shipping Rates & Delivery Policy

We are pleased to offer complimentary standard shipping across all states. For expedited fulfillment, total costs are calculated based on your total order value and selected delivery service level.

Calculating Transit & Delivery Timelines To ensure accurate delivery expectations, please keep the following guidelines in mind:

  • Business Days: Fulfillment and transit occur Monday through Friday, excluding weekends and official Federal holidays.

  • Transit Start Date: Transit time estimates begin on the first full business day after your package leaves our fulfillment center. The date of carrier pickup does not count toward total transit days.

Vendor-Direct & Backordered Shipments Products shipped directly from independent vendors, artisans, or items currently on backorder require extended processing windows:

  • Applicable lead times are prominently displayed on individual product pages.

  • Our system automatically flags these items in your cart before payment, ensuring full transparency regarding fulfillment schedules.

Checkout Assistance Our dynamic checkout system displays accurate shipping rates, available fulfillment tiers, and estimated delivery windows before you complete your purchase, ensuring complete clarity at every step.

What is the estimated delivery timeframe for my order?

Orders containing available inventory are processed for dispatch within 1 business day. Depending on destination logistics and regional customs processing (where applicable), delivery typically takes between 2 to 15 business days. Real-time status updates and tracking details will be sent directly to your registered email upon dispatch.

Return & Refund Policy

At The Cat Ball, we take great pride in the quality and craftsmanship of our handmade products. Because each item is carefully handcrafted, we enforce specific return guidelines to maintain our quality standards. Please review our policy below to understand your rights and our procedures.

Return Eligibility & Transit Damage Due to the bespoke nature of our products, we only accept returns for items damaged during transit prior to delivery. We do not accept returns for change-of-mind purchases or standard wear and tear. If your product arrives damaged, immediate notification is required.

How to File a Return Request To initiate a return for a transit-damaged item, please email info@thecatball.com with the following information:

  • Your full name and order reference number.

  • A brief description of the issue.

  • Clear photographs showing both the damaged product and the external packaging.

Return Authorization & Shipping Once your return request is reviewed and approved, our team will provide an official prepaid return shipping label. The item must be returned using this designated label to ensure proper tracking and processing.

Refund Processing Timeframe After we receive and inspect the returned item at our facility, we will initiate your refund to the original payment method. Please allow 15 to 30 days for the credit to process and reflect on your financial statement.

15-Day Policy Deadline All return claims must be submitted within 15 calendar days of the delivery date. Any requests submitted after this 15-day window will be automatically declined. We strongly encourage all customers to inspect their packages immediately upon arrival.

Shipping Guidelines: P.O. Boxes, Military Addresses, and U.S. Territories

P.O. Box Delivery Policies We are pleased to accommodate deliveries to P.O. Box addresses within the United States. Please review the following operational details before placing your order:

  • Carrier Logistics: Orders designated for P.O. Boxes are dispatched via a hybrid shipping network. Initial long-distance transit is managed by FedEx, while final-mile delivery is completed by the United States Postal Service (USPS).

  • Eligible Shipping Tiers: Standard P.O. Box deliveries are restricted to Economy, Standard, or Preferred shipping methods. Expedited or express shipping options are unavailable for these destinations.

  • Customized Merchandise Restrictions: Due to carrier limitations, custom or personalized items cannot be shipped to P.O. Boxes and require a physical street address. If your order contains customized goods addressed to a P.O. Box, our Custom Orders Team will contact you via email to secure an alternate physical shipping location.

APO / FPO / DPO and U.S. Territory Addresses

  • Service Suspensions: We are currently unable to process orders shipping to Army Post Office (APO), Fleet Post Office (FPO), or Diplomatic Post Office (DPO) addresses, as well as select U.S. Territories.

  • Our Ongoing Commitment: As an organization proud to employ numerous military veterans, we deeply appreciate the service and dedication of our armed forces worldwide. Resolving these logistical constraints and restoring service to military personnel remains a top priority for our logistics team.

  • Future Updates: Should service resume for these overseas address types, official updates will be published immediately on this page.

Where are your orders fulfilled and shipped from?

Our main fulfillment operations are strategically located in Brooklyn, NY, and Reno, NV, ensuring efficient domestic delivery. To maintain high crafted quality, select custom or made-to-order items are dispatched directly from our individual partner artists' studios.

Shipping Delays and Scheduled Delivery Policy

Order Dispatch & Scheduled Delivery Requests

We regret to inform you that once an order is placed, our system cannot hold or delay its dispatch. If you require your shipment to arrive on or around a specific date, please contact our Customer Service team prior to completing your purchase. Our representatives will assist you in determining the exact date to place your order to best match your intended delivery window.

Extended Handling Items (Vendor-Direct & Backorders)

Please be aware that merchandise shipped directly from third-party artists or vendors, as well as backordered items, require additional processing and transit time. Updated delivery estimates for these items are clearly displayed on the respective product pages and throughout the checkout process. Furthermore, you will receive an explicit notification identifying any vendor-shipped or backordered items in your cart prior to payment authorization.

Calculating Transit and Business Days

When estimating your total delivery timeframe, please note that the date your package leaves our fulfillment center is considered the dispatch day (Day 0) and is not counted as a business day. Business day calculations begin on the first full operating day during which the carrier has your package actively in transit. Standard shipping calculations exclude weekends and official postal holidays.

Alternative Format (Concise & Structured)

  • Holding or Delaying Orders: Due to automated fulfillment, we cannot pause or postpone shipments once an order is finalized. To coordinate a future delivery date, please reach out to our support team before ordering so we can advise you on the optimal purchase date.

  • Vendor-Direct & Backordered Items: Items sent directly from artists/vendors or items currently on backorder require extended delivery times. Specific timeframes are detailed on each item’s page, and a reminder will appear in your cart before you complete payment.

  • Transit Day Calculation: Transit time begins on the first full business day after your package is dispatched from our facility. The dispatch date itself does not count toward total transit days, and calculations exclude weekends and public holidays.

Carrier & Delivery Policy

Domestic Carrier Network

  • Primary Carriers: We partner primarily with USPS and FedEx for standard domestic shipments. Economy service orders are routinely fulfilled via USPS.

  • Regional Logistics: To optimize transit times across specific regions, orders destined for the western United States may be fulfilled by OnTrac, while select orders in the eastern United States are routed via CDL.

  • P.O. Box Deliveries: All orders addressed to a P.O. Box are processed exclusively through USPS, regardless of the selected shipping tier at checkout.

International Shipping

  • Express Delivery: International express orders are dispatched via DHL Express to ensure expedited global transit.

  • Standard Delivery: Standard international orders are transferred to the national postal authority of the destination country (e.g., Canada Post for Canadian shipments).

Delivery Terms & Signature Requirements

  • Delivery Schedule: Packages are generally delivered between 8:00 AM and 8:00 PM local time. Specific delivery time slots cannot be guaranteed or requested.

  • Special Delivery Instructions: Logistics partners do not accept custom delivery requests (such as requesting placement on a back porch or delivery after specific hours).

  • Signature Authorization: Standard U.S. deliveries do not require a signature upon arrival. However, a mandatory direct signature is required for packages valued over $500 or select high-value custom items.