Shipping policy
Shipping Policy
Last updated: April 2026
Overview
At That's Them we want your order to reach you as quickly and safely as possible. This Shipping Policy outlines everything you need to know about how we process, ship and deliver your order.
For any shipping related questions please contact us at support@thats-them.com and we will respond within 1-2 business days.
Where We Ship
That's Them currently ships within the United States only. We do not currently ship to US territories, PO boxes, military addresses (APO/FPO) or internationally. We hope to expand our shipping destinations in the future - stay tuned.
Order Processing
All orders are processed within 1 to 3 business days of being placed. Orders are not processed or shipped on weekends or public holidays.
Once your order has been processed and handed to our fulfillment partner you will receive a shipping confirmation email containing your tracking number. Please allow up to 24 hours for tracking information to become active after you receive this email.
If you place your order on a weekend or public holiday it will begin processing on the next available business day.
Shipping Timeframes
Once your order has been dispatched please allow the following estimated delivery timeframes:
Standard Shipping Estimated delivery within 5 to 10 business days from the date of dispatch depending on your location within the United States.
Please note that delivery timeframes are estimates only and are not guaranteed. That's Them is not responsible for delays caused by shipping carriers, weather events, natural disasters or any other circumstances outside of our control.
Shipment Tracking
All orders include tracking at no additional cost. Once your order has been dispatched you will receive a confirmation email with your tracking number and a link to track your shipment in real time.
If you have not received your tracking information within 3 business days of placing your order please contact us at support@thats-them.com.
Shipping Rates
One-Time Purchases
| Order | Shipping |
|---|---|
| 1 Container | Standard shipping rate applied at checkout |
| 2 Containers | Standard shipping rate applied at checkout |
| 3 Containers | FREE shipping |
Subscription Orders
| Order | Shipping |
|---|---|
| Any tier - first order | FREE shipping |
| Any tier - subsequent orders | Standard shipping rate applied at checkout |
Free Shipping
Free shipping is automatically applied in the following circumstances:
- One-time purchase of 3 containers - free shipping on every order
- First subscription order - free shipping regardless of tier selected - 1, 2 or 3 containers
Please note that free shipping applies to your first subscription shipment only. Subsequent subscription orders are charged at the standard shipping rate unless otherwise stated in an active promotion.
No discount code is required. Free shipping will be reflected at checkout automatically where applicable.
Subscription Shipping
Your first subscription shipment qualifies for free shipping automatically - no code required.
Subsequent subscription shipments are charged at the standard shipping rate applied at checkout. You will receive an email notification before each subscription shipment is processed so you are never surprised by a charge.
Subscription orders are shipped automatically at the frequency corresponding to your selected tier:
- 1 Container subscription - shipped every 30 days
- 2 Container subscription - shipped every 60 days
- 3 Container subscription - shipped every 3 months after the initial order
If you need to update your shipping address for a future subscription shipment please do so through your Katching customer portal before your next billing date.
Lost, Stolen or Damaged Shipments
Lost or stolen packages If your tracking information shows your order has been delivered but you have not received it please check with neighbours and around your property first. If you still cannot locate your package contact us at support@thats-them.com within 7 days of the marked delivery date and we will investigate with our fulfillment partner on your behalf.
That's Them is not responsible for packages lost or stolen after confirmed delivery. However we will always do our best to find a fair resolution.
Damaged packages If your order arrives damaged please contact us at support@thats-them.com immediately with your order number and a photo of the damage. We will arrange a replacement or refund as appropriate. Please refer to our Return and Refund Policy for full details.
Incorrect Address
Please ensure your shipping address is correct at the time of placing your order. That's Them is not responsible for orders delivered to an incorrect address provided by the customer. If you notice an error in your shipping address please contact us immediately at support@thats-them.com - we will do our best to update it before your order is dispatched but cannot guarantee changes can be made once processing has begun.
Order Cancellations
If you need to cancel an order please contact us at support@thats-them.com as soon as possible. We will do our best to cancel your order before it is processed and dispatched. Once an order has been dispatched it cannot be cancelled - please refer to our Return and Refund Policy in that case.
Contact Us
For all shipping related enquiries:
📧 support@thats-them.com 🌐 thats-them.com
We aim to respond to all enquiries within 1-2 business days.