Frequently Asked Questions (FAQs)

What if I typed the wrong email address?

Please contact us as soon as possible if you placed an order using the wrong email address. We will change your email address to your preferred email address within 24 hours. All information about processing and shipping of your item (s) will be sent to your email address, and it is, therefore, important to provide the correct email address.

Which currency do you use?

All our transactions are based on the United States dollar. We ship to over 185 countries, and it would be impossible to accommodate every currency. When paying your order with PayPal or credit card, your order value will be calculated based on your currency exchange rate as at that day.

What payment methods does Thecatsite Shop accept?

Currently, we only accept PayPal payments, and we are working to accommodate credit card payments. However, if you have linked your card to PayPal, you can still use PayPal to pay for your order as long as the credit card has adequate funds.

Are my details secure?

Thecatsite Shop is SSL-encrypted, and this means that your personal information is safe. Once you make a payment, the information is sent to your financial services provider for authorization and approval. We do not store the credit card information on our website.

How do I cancel my order?

Once you have placed an order with us, you have 3-4 hours to submit a cancellation request with us. If approved, the money paid will reverse to the original payment method. However, cancellations submitted after an order has been shipped will not be approved. You can wait to receive the order and return it to us if you are no longer interested in the product. Remember, you must follow the due process when returning purchased merchandise.

Can I change my shipping address after placing an order?

The shipping address can only be changed if you send us a request as soon as you make an order, preferably 3-4 hours. If you take longer than that to contact us, your address will not be changed.

When will my order arrive?

Typically, the products take 2 to 5 days to be processed, and 2 to 3 weeks for shipping. Once you have placed an order with us, we will send you updates on the status of your order. Once your product has been shipped, we will send you an email with a tracking number that you can use to track the location of your package.

Is my order eligible for free shipping?

Most of our products are eligible for free shipping unless they are given free of charge or they exceed the allowed weight for free shipping. Please check the information on each product to determine if its eligible for free shipping.

Do you take returns?

If you wish to return the purchased product, please do so within 20 days of receiving your order. All returns must comply with our Refund and Returns Policy. Contact us on our website to talk to our customer service about the product you want to return and quote the order number. Also, please state the reason for your return. Approved returns are eligible for a refund, subject to our return policy.

What if I received a defective or damaged product?

If you received a damaged, defective or incorrect product, please get in touch with us within 7 days from the time you received your order. Our customer service may require you to provide a picture, video and or related references for your package. We will solve the issue within 7 days. Please quote your order number, location and nature of damage when contacting us.

Do you offer refunds?

Once a return or cancellation has been approved, we will issue a refund to the original payment method. Once refunded, the payment may take some time before the transaction is reflected on the credit card or bank statement. If you have not received a refund, contact your bank to get details of when the payment will reflect in your account.