Shipping and Returns

  • Please note that the time it takes to receive your items includes Processing Time (typically 3-5 business days) + Shipping Transit time. For example, choosing an expedited shipping service does not necessarily guarantee that you will receive it the day after you place your order.
  • Due to worldwide shipping delays, International orders may take up to 4 weeks to receive.
  • Business Days are Monday-Friday, excluding major holidays. Orders placed on non-business days are processed the following business day.
  • Delivery Days for most major delivery services are Monday-Friday, and for USPS it is Monday-Saturday. Sunday is not considered a shipping/delivery day.
  • During the Holiday season the turnaround time might be longer than 3-5 business days, so please allow sufficient processing and shipping time for your order. 


  • All orders are processed, verified, and shipped within 3-5 business days or sooner. All orders are processed the next business day. During the Holiday season the turnaround time might be longer than 3-5 business days. We are NOT responsible for orders lost in transit, incorrectly supplied addresses, stolen, unclaimed, or refused. If delivery has been confirmed by the carrier and tracking information, you will have to contact the carrier to file a claim. If you need confirmed delivery by signature, you can request that ahead of time for a $20 charge. You can track your package using the supplied tracking number.

Shipping Transit Time

United States and International Orders:

  • Shipping times are determined by the carrier at any given moment as they are live rates. We have no control over carrier delivery times.


  • For shipping costs, add the item(s) to your cart and proceed through the checkout process to determine your actual shipping cost.

International Customers:

  • We strive to support our international customers and we ship to all countries.
  • Customs and other international delays are not included in transit time estimates.
  • To proceed with an international order, add the item(s) to your cart and proceed with checkout to view shipping rates. When prompted for the shipping address, please choose the corresponding country.

Returns and Exchanges:

  • All Up Country products purchased through a retailer must be returned to the place of purchase.
  • All Up Country products are guaranteed and will be repaired or replaced at our discretion.
  • If you need to return your Up Country product, please have your original order number ready and contact us at 1-800-541-5909 or via email at for a return label.
  • Holiday items are not returnable. Products are not guaranteed against chewing.
  • Used Items are NOT returnable or refundable.
  • Returns or Exchanges must be made within 30 days of receipt and must include proof of purchase.
  • The following items are seasonal, personalized, or are made to order and cannot be returned:
    • Cat Nip Toys
    • Treats
    • Personalized Items
    • Decorative Pillows
    • Doggie Doorbells
    • Double-Sided Leads
    • Key Rings
    • Refunds will be issued in the original form of payment within 30 days of an approved refund upon inspection of returned products.
    • We DO NOT refund shipping cost.
    • There is a return shipping charge on exchanges, $3.95 for 1-2 items and $4.95 for up to 5 items, and $9.95 for 6+ items (depending on size).
    • Depending on the reason for the return, it may be subject to a 25% restocking fee.
    • Any replacement items will be processed as soon as possible.