Frequently Asked Questions

A photo of the pet weight scale in a Mud Bay store

Where is curbside pickup available?

Curbside pickup is available at any of our open stores during regular business hours.

How do I place a curbside pickup order?

Go to Mud Bay’s ShopLocal portal to place an online order for curbside pickup. Or, if you prefer, you can call your local store to place an order.

When will my curbside pickup order be ready?

Most curbside pickup orders are available for pickup within 2 hours of placing the order. If you place an order within two hours of the store’s closing time or order after hours online, your order will usually be ready one hour after the store’s opening. Please wait for a call or email before coming to the store to avoid waiting for your order.

Can I use coupons when using curbside pickup?

At this time, we can’t process coupons using curbside pickup.

How do I get a question answered about a product Mud Bay sells?

To get product information and solutions-based product advice, you can call us at 888-426-8339 during store business hours. We’d be happy to discuss your individual dog or cat’s needs and what we can do to help.

How do I cancel my order?

If you no longer need the items you ordered, please call your local store. We’ll be able to process the cancellation over the phone.

How do I return an item?

We accept returns of any item that didn’t meet your expectations. Please visit any of our stores with a receipt to receive a refund. If you don’t have a receipt, we will issue a refund for store credit.

How do I get a different question answered about curbside pickup?

We’re happy to answer any and all questions! Just call us at 888-426-8339 during store business hours. Or, contact shoplocal@mudbay.com and someone will email you shortly.

Where does Mud Bay deliver?

Currently, we’re delivering to select areas in Thurston County, Washington, and in select areas of the Portland, Oregon, metro area. The fastest way to know if we can deliver in your area is to check your address for delivery options. We’re always exploring expanding our delivery routes, so stay in touch on Facebook to hear if we start delivering in your neighborhood.

How do I place an order for delivery?

Visit our online catalog to select your items from the store closest to your residence, and place your order for delivery. For detailed instructions, please visit our Thurston County delivery or Portland delivery blog post.

When will I get my order?

Most orders will be delivered the next business day after we receive your order. Our delivery service hours are Monday through Friday from 9 a.m. to 5 p.m.

What is the fee for home delivery?

Home delivery is free with any order of $30 or more. For smaller orders, we charge a $5 flat fee.

Can I use coupons when using home delivery?

Not at this time.

How do I get a question answered about a product Mud Bay sells?

To get product information and solutions-based product advice, you can call us at 888-426-8339 during store business hours. We’d be happy to discuss your individual dog or cat’s needs and what we can do to help.

How do I cancel my order?

If you no longer need the items you ordered, please call your local store. We’ll be able to process the cancellation over the phone.

How do I return an item?

We accept returns of any item that didn’t meet your expectations. Please visit any of our stores with a receipt to receive a refund. If you don’t have a receipt, we will issue a refund for store credit.

How do I get a different question answered about home delivery?

We’re happy to answer any and all questions! Just call us at 888-426-8339 during store business hours. Or, email us at shoplocal@mudbay.com to learn more about home delivery options.

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.

What are the shipping fees for ordering online?

Shipping for orders that are $50 or more before taxes and shipping is free! Or pay a flat $5.99 shipping fee for smaller orders.

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.

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.

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.

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.

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.

How do I get a different question answered about gift cards?

We’re happy to answer any and all questions! Just contact customercare@mudbay.com to learn more about any of our services.

How do I place a special order at Mud Bay?

We have over 2,000 items available for special order. Just call your local store or visit to place a special order for in-store pickup or curbside pickup.

How long will it take to get my special order?

Special order delivery times vary depending on the items ordered, but most items are available within one week for pickup. We’ll email or text you when everything’s ready for you!

How do I cancel a special order?

If you no longer need the items you ordered, please call your local store. We’ll be able to process the cancellation over the phone.

How do I return a special order?

We accept returns of any item that didn’t meet your expectations. Please visit any of our stores with a receipt to receive a refund. If you don’t have a receipt, we will issue a refund for store credit.

How do I get a different question answered about special orders?

You can call us at 888-426-8339 during store business hours or call your local store with questions about special orders.

Will Mud Bay remain open during the COVID-19 pandemic?

As an essential business in Washington and Oregon, Mud Bay intends to remain open during the COVID-19 pandemic. To see a list of all our locations and their store hours, please visit our store locations page.

When are your senior hours and at-risk hours?

Most stores devote the first half-hour of every day to people who are seniors or part of at-risk groups. To find out your local store’s senior and at-risk hours, please visit your local store’s page.

What is Mud Bay doing to reduce the spread of the coronavirus in stores?

Mud Bay is limiting the number of people in stores, encouraging hand washing, cleaning high-touch surfaces regularly, and enforcing social distancing to stop the spread of the coronavirus. Muddies working in stores also wear face masks, and we’ve expanded our paid time off policies to make sure our staff are staying home when they feel unwell. To learn more about our coronavirus response, please visit our COVID-19 page.

Why do you have handwashing stations at your stores?

One of the best ways to stop the spread of the coronavirus is by washing our hands. We offer handwashing stations so guests can wash their hands prior to coming into our stores.

What options do I have to shop at Mud Bay if I don’t want to come into a store?

All our items are available for curbside pickup during business hours. Just call your local store to place an order. If you’d like to see most available items, or if you live in Thurston County and would like to place your curbside pickup order online, visit our catalog. If you live in seven lucky Thurston County zip codes (98501, 98502, 98503, 98506, 98512, 98513 & 98516) we also offer home delivery.

You can also visit our ecommerce store that sells select Mud Bay products and gift cards that are shipped right to your door.

Where can I find out what stores are closed due to COVID-19?

To find out more information about a specific store’s open hours, please visit our store location’s page and click on your local store. We’re also maintaining a list of closures related to COVID-19.

Can I bring my pet to Mud Bay?

We happily welcome leashed pets into any Mud Bay. In fact, many Muddies consider pets visiting our stores to be one of the best parts of our jobs!

Do you offer scales at all Mud Bays?

Yes! We have weigh stations so you can track your pet’s weight at all our stores. If you want to sign up for a pet profile to log your pet’s weight, please ask a Muddy for more information!

Are you hosting an event in my area?

Due to the COVID-19 pandemic, we’ve temporarily cancelled all events at our stores. We hope to begin hosting events at our stores as soon as it’s safe! To learn about events as soon as they are scheduled, you can visit our events page.

Who do I contact to give feedback about a visit in your stores?

We always welcome positive or negative feedback from customers. Please fill out our Contact Us form to get in touch.

Where can I find out your store’s hours?

Our store hours are always available and updated on our website’s store location page. Just select your local store for detailed information about that location.

What is Mud Bay’s return policy?

Bring it back and we’ll make it right. We’re happy to offer refunds or exchanges for any products that we sell that didn’t meet your dog or cat’s needs.

Is Mud Bay hiring currently?

We’re always on the lookout for new Muddies who are dedicated to improving the health and happiness of dogs and cats. To find out if we have an opening that would interest you, please go to our careers page.

What is my.MudBay.com?

My.mudbay.com is our customer portal where you can track your purchases and samples, view your feeding plan, and record your dog or cat’s weight. We’re always adding new improvements to my.mudbay.com, so check in often!

Do you donate to shelters and other pet-related organizations?

We partner with over 30 animal welfare organizations across Washington and Oregon, as well as donate to dozens of organizations for specific events. If you’d like us to consider donating to your organization, please visit our Request a Charitable Donation page and tell us more.

How do I contact Mud Bay customer service?

To help us find the right person to help you, please start by filling our Contact Us form.

Where and when will Mud Bay open new stores?

When we’re ready to announce a new location, we put it on our store locations page. Also, stay in touch with us on Facebook, where we’ll announce new store opening festivities!

Is Mud Bay a franchise?

Nope. We’re a single, employee-owned company with stores in Washington and Oregon.

What is Mud Bay’s privacy policy?

We take privacy seriously, and we’re always working to safeguard the information of our customers. To find out specifics, you can read our full privacy policy on our website.

Who do I contact if I’m from the media?

To request an interview or for more information about our company, please contact Mud Bay at (360) 529-8551 ext. 1073 or send us an email.