FAQ

Frequently asked questions

WHAT HAPPENS IF THERE'S BEEN A DELIVERY MISHAP TO MY ORDER? (DAMAGED OR LOST DELIVERY)


We take such matters very seriously and will look into individual cases thoroughly. Any sample that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected items and your Order ID to us at help@catstore.co.nz. We regret to inform you that no refunds will be given for orders that fall under the below categories. 1. In the event of damaged samples received, we will require photo proof of the affected items and your Order ID in order for us to investigate and review before a decision is made to re-send the items to you at no cost, subject to availability. In light of this, any sample that falls into this category should not be thrown away before taking photo proof and emailing the photo to us at help@catstore.co.nz. 2. In the event of lost mail, we will try to contact the delivery company and if there's a clear indication that your order is indeed lost, we'll re-send the order to you at no cost, subject to availability.




HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE AFTER I MAKE PAYMENT?





WHAT ARE THE PAYMENT METHODS AVAILABLE?


At the moment we only accept Credit/Debit card and PayPal payments.




CAN I PAY USING PAYPAL WITHOUT A PAYPAL ACCOUNT?


Yes! It is commonly misunderstood that a Paypal account is needed in order to make payments through Paypal. The truth is you DO NOT need one, although we strongly recommend you sign up to enjoy the added ease of use. Without a Paypal account, all you need is any Debit/Credit card stated below that is supported by Paypal. By using Paypal, we can process & deliver your orders to you in a shorter time. Paypal is the easiest & most secure way to make payment online. No account needed. For more details, click here to see how Paypal works for you.




I AM HAVING PROBLEMS ACCESSING THE CATSTORE. SOME OF THE PAGES LOOK WEIRD. AM I USING THE RIGHT BROWSER?


As CatStore uses some of the latest graphics designs which may not be supported in lower version of browsers, it is recommended that you use the following browsers to access Sample Store: 1. Microsoft Internet Explorer Version 10 onwards. Download the latest Microsoft Internet Explorer at: http://windows.microsoft.com/en-us/internet-explorer/download-ie 2. Mozilla Firefox Version 10 onwards. Download the latest Mozilla Firefox at: https://www.mozilla.org/en-US/firefox/new/ 3. Google Chrome Version 12 onwards. Download the latest Google Chrome at: https://www.google.com/chrome/browser/desktop/ In addition, please ensure that your Javascript and Cookie is enabled on your browser.




WHAT HAPPENS IN THE EVENT OF UNSATISFACTORY/EXPIRED/WRONG ITEMS/MISSING ITEMS?


We take such matters very seriously and will look into individual cases thoroughly. Any sample that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected items and your Order ID to us at help@catstore.co.nz. We regret to inform you that no refunds will be given for orders that fall under the below categories. 1. In the event that the items you've received is unsatisfactory in any way you perceive, we will require photo proof of the items and your Order ID as well and you may be required to send us back the item for close inspection and review before a decision is made to re-send items to you at no cost, subject to availability. The postage cost will be credited back to your account after we receive the returned item. 2. In the event that you receive expired items, we will require clear photo proof of the items and their expiry dates for close inspection and review before a decision is made to re-send items to you at no cost, subject to availability. 3. In the event that you've received the wrong items, we will require photo proof of the wrongly sent items and the Order ID and after reviewing, we'll re-send the correct items to you at no cost, subject to availability. 4. In the event you've received your order with missing items, we will require you to email us a clear photo proof of your Order ID to help@catstore.co.nz to find out more before a decision is made to re-send the missing items to you at no cost, subject to availability.




HOW CAN I TRACK MY ORDERS & PAYMENT?


After payment is received and your item is handed over to the courier, a tracking number will be generated. This will be sent to your provided email address with more detailed instructions on how to track the order through the couriers website.





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