Help Center

Find quick answers about shipping, returns, product care and more. If you can’t find what you need, reach out via our live chat or email.

Order Processing: Orders are typically processed and prepared within 15–20 business days (Monday–Friday). Custom-sized furniture pieces require an additional 3–5 business days for tailored craftsmanship before dispatch.
Estimated Delivery Time: Standard domestic delivery typically takes 7–14 business days depending on your destination.
Shipping Coverage: We deliver across the United States. (Select products, such as our Fluffy Cloud Waterproof Dog Bed, are also available for delivery to the United Kingdom.)
Carriers: We partner with trusted logistics providers, including FedEx, UPS, and USPS, to ensure your pet furniture arrives safely and securely.
Taxes & Duties: All applicable taxes are transparently calculated at checkout. There are no hidden customs duties or surprise fees on domestic US orders.

Complimentary Standard Shipping: We believe in clear, transparent pricing. All standard shipping fees are fully covered by MULIPETS, with no minimum spend required. The price you see on the product page is the final price at checkout.

Order Confirmation: Immediately after placing your order, you will receive an email confirmation with your order summary.
Tracking Details: Once your parcel is dispatched, a shipping notification email containing your carrier tracking number and a tracking link will be sent to your inbox.
How to Track: Simply click the link in your email to view real-time updates. Please allow 24–48 hours after dispatch for tracking details to sync on the carrier’s portal.

Potential Delays: While we strive for timely delivery, shipping times may occasionally be impacted by severe weather conditions, national holidays, or carrier peak seasons. If your parcel is unusually delayed, please reach out to our support team and we will investigate promptly.
Remote & Non-Contiguous Regions: Due to the package dimensions and weight of furniture items, deliveries to Alaska, Hawaii, Puerto Rico, or APO/FPO addresses may experience longer transit times or shipping restrictions. We are currently unable to deliver large furniture items to P.O. Boxes. If you require shipping to remote areas, please contact our support team prior to placing your order

30-Day Return Window: You may request a return within 30 days of receiving your order. Requests submitted after 30 days cannot be accepted.
Eligibility Conditions: Items must be returned in their original condition—unused, unwashed, free of pet hair, and packed in the original packaging with all tags and hardware included.
Custom-Made Items: Custom-sized pet furniture and bespoke products are tailored specifically for your home and are non-returnable, unless there is a manufacturing defect or shipping damage.
Return Shipping Fee: Customers are responsible for the return shipping costs, unless the return is due to a defective, damaged, or incorrect item sent by MULIPETS. We recommend using a trackable courier service.

Standard Exchanges: If you wish to exchange an item for a different color or size, please contact us at support@mulipets.com within 30 days of delivery to obtain a Return Authorization.
Fastest Exchange Option: To receive your replacement as quickly as possible, we recommend returning the original item for a refund and placing a new order directly on our website.
Custom Sizing: Custom-dimension items cannot be exchanged for other sizes.

Wooden & Structural Frame (1-Year Limited Warranty): We provide a 1-year warranty covering structural integrity, joinery, and frame defects under normal pet household use.
Fabrics & Cushion Covers (6-Month Limited Warranty): We cover manufacturing defects on seams, zippers, and foam padding for 6 months from delivery.
What Is Not Covered:
- Normal wear and tear, cosmetic aging, or fabric fading over time.
- Damage caused by pet scratching, chewing, biting, or clawing.
- Stains, water damage, or mold caused by improper cleaning or outdoor exposure.
- Damage resulting from improper assembly, unauthorized modification, or overloading.

Reporting Period: Please inspect your package upon delivery. If your item arrives damaged, defective, or incorrect, notify us within 7 days of receipt.
Photo Requirements: To help us resolve the issue swiftly, please email support@mulipets.com with:
1. Your order number.
2. Clear photos or a short video showing the damaged or defective part.
3. A photo of the outer shipping box and the shipping label.
Resolution: Once verified, we will arrange free replacement parts, a brand-new replacement, or issue a full refund at no extra cost to you.

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