SHIPPING & RETURNS
We strive to provide an excellent, reliable shipping service.
All orders are shipped out within 24 hours of purchase, Business Days Only.
Orders are sent directly from our Auckland, NZ warehouse. Shipping costs are a flat rate, nationwide.
Please note that if you select Standard 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 (firstname.lastname@example.org) as soon as possible. If you cancel before your order is dispatched you will receive a full refund.
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*
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 exchange will be processed as soon as possible; This can take up to 5 working days and we will inform you once your return has has been processed.
Any refund 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:
*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
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 within 14 days of receiving the item.
Please include your details, your order number, photos of the products, and a brief description of why you believe the item to be faulty. We will arrange for a replacement or a full refund of the purchase amount and delivery.
Once the Cat Store Customer Care Team receives your email, the evidence provided will be investigated and a refund decision will be reached. Please note that any decision by the Cat Store Customer Care Team is final, you may also be required to post the item to our warehouse for further investigation.
Once a decision is reached our team will be in touch.
Please note that normal wear and tear is not covered by our faulty items policy.
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.