Frequently Asked Questions


When will I get my order?

We ship all orders within two business days. We currently use ground shipping with UPS and USPS, so most orders should arrive within one to five business days. We don’t require a signature for delivery unless you ask us to do so during checkout.

What are the shipping fees for ordering online?

Shipping for orders that are $75 or more before taxes and shipping is free for the lower 48 states! Or pay actual shipping & handling fees for orders under $75. Alaska and Hawaii pay the actual shipping & handling costs on all orders.

Do you ship to international addresses?

Sorry, we’re not shipping internationally at this time.

Returns, Cancellations & Exchanges

What is your return policy?

We’re happy to offer refunds or exchanges for any products that we sell that didn’t meet your dog or cat’s needs. Just contact our customer care team or bring it back to one of our stores, and we’ll process your return.

How do I return an item?

There are two ways you can return any product that doesn’t meet your expectations:

Visit our retail locations: Come into any one of our stores with a copy of your online receipt and the product you want to return. We’ll happily issue you a refund. If you don’t have a receipt, we’ll process the return for store credit.

Make an online return request: Contact Mud Bay customer care to initiate the return process, and we’ll get back to you within one business day to finish the return process.

How do I cancel my order?

After you’ve submitted your order, we try to pick and ship it as quickly as possible. If you contact Mud Bay customer care immediately using this online form, we will try to stop processing the order.

Sometimes the shipment has already been processed by the time we receive your request. If that happens, we will process a return for you after the product arrives at your home if you contact us through customer care.

Gift Cards

What gift card amounts are available?

Mud Bay gift cards are available in $25 increments from $25 to $200.

How are gift cards delivered?

Mud Bay gift cards are physical cards that can be purchased online or bought in our stores. We do not offer digital gift cards at this time.

When will I get my order?

We mail gift cards by the next business day. All gift cards are sent first class USPS from our Home Office in Olympia, Washington, so delivery times will vary depending on the recipient’s location.

What are the shipping fees for buying a gift card?

All gift cards ship free using first class mail.

Where can I use Mud Bay gift cards?

Gift cards can be used at any of our brick-and-mortar locations. Sorry, but at this time we can’t use them on curbside, online or delivery orders.

How do I return a gift card?

At this time, we do not accept gift card returns.

General Questions

Can I order everything online that is at Mud Bay?

Not yet! Right now, you can order gift cards and products Mud Bay produces in partnership with other companies. However, we’re adding more items to our ecommerce site, soon, so be sure to check back later! If you live near one of our stores, you can always browse our catalog and place an order for curbside pickup.

Customer Service

How do I get a different question answered about online ordering?

We’re happy to answer any and all questions! Just contact using this online form, and someone from our team will respond within one business day.