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SHIPPING & RETURNS

Shipping

Mother's Day Cut-off Dates

NZ Urban Delivery: 1pm, Tuesday 7th May 2024

NZ Rural Delivery: 12 Noon, Monday, 6th May 2024

We strive to provide an excellent, reliable shipping service.

All orders are shipped out on the next Business Day.

Orders are sent directly from our Auckland, NZ warehouse. Shipping costs are a flat rate, nationwide.

All shipping services include tracking information.

After your order has been successfully placed, you will receive a confirmation email which includes your order and shipping information. Once it has been shipped, you will receive a second email containing your tracking information. Please allow up to 24 hours for your tracking information to be updated.

North Island Shipping

Urban Delivery (1 - 3 business days) - $7.50

Rural Delivery (3 - 5 business days) - $10

FREE on orders over $150

All orders are sent by courier and can be tracked via the NZ Post website 

South Island Shipping

Urban Delivery (1 - 3 business days) - $9.99

Rural Delivery (3 - 5 business days) - $13.50

FREE on orders over $150

All orders are sent by courier and can be tracked via the NZ Post website 

Please note that if you select Urban Delivery for a Rural Address we will send a confirmation email to the provided email address within 24 hours that will ask you to pay the shipping difference or cancel your order. If we get no reply 72 hours after sending the confirmation email we will cancel the order and issue a full refund.

Cancelling your Order

If you wish to cancel your order please contact us via email (contact@catstore.co.nz) as soon as possible. If you cancel before your order is dispatched you will receive a full refund in the form of store credit.

If your items have already been sent then your order can no longer be cancelled. Please contact us once you have received the order to arrange a change of mind return.

Change of Mind Returns

We offer change of mind returns* for store credit.

Please ensure you return the item within 14 days of receipt for any change of mind return.

Please ensure the goods are unused in original condition/packaging, tags attached and accompanied with a receipt for any change of mind return.

Cat Store will not be held accountable for any packages we do not ship ourselves; the customer must pay for shipping costs.

The store credit will be processed and emailed to the email address provided on the order. This can take up to 5 working days. Please remember to check your Junk/Spam folder after 5 working days.

Please note that if your order was paid by LayBuy, your installment payments will remain being paid until the original order has been paid in full. 

Any store credit processed will only be for the value of the item, excluding all shipping costs.

A flat rate fee equal to that of your shipping will be deducted for any change of mind return refunds.

Please do not hesitate to contact us if you require any additional information: contact@catstore.co.nz

*Please note that our return policy does not include earrings, socks, cat toys, and cat beds, which are final sale due to hygiene reasons.

*Please note that all seasonal items are final sale 

Faulty Items

Cat Store is committed to providing quality products to our customers. If you receive a faulty item please contact our Cat Store Customer Care Team by emailing contact@catstore.co.nz as soon as possible.

Please include your details, your order number, photos of the products, and a brief description of why you believe the item to be faulty. Once the Cat Store Customer Care Team receives your email, the evidence provided will be assessed. Please note we will require you to post the item back to us. Once the faulty item has been received and assessed, a full refund of the purchase amount and delivery within NZ will be refunded back to the payment method used on the order. Any decision by the Cat Store Customer Care Team is final.

Please note Cat Store NZ reserves the right not to accept the return of a faulty product where we have inspected the returned faulty item(s) and can reasonably assess that the fault is a result of:

  1. Damage caused by neglect or misuse (for example, treatment inconsistent with the product’s care instructions or user guide) or;

  2. Usual wear and tear following use of product

If an item is returned to us that is deemed to not be faulty then that item will be shipped back to you at your own expense based on your shipping location and the size of the package. Please note that shipping costs may differ from those listed in the shipping section above.

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