FAQ

Frequently Asked Questions (FAQ)

Welcome to The Cat Dog Shop FAQ page! Here, you'll find answers to common questions about our shipping, returns, and more. If you can’t find the answer you’re looking for, feel free to contact us at support@thecatdogshop.com.

Shipping Questions

1. What are your shipping options and delivery times?

We offer two shipping options:

  • Standard Shipping: Delivered in 7–14 days.
  • Priority Shipping: Delivered in 8–10 days.

Please note that processing takes an additional 1–3 days before your order is shipped.

2. How much does shipping cost?

  • Standard Shipping: $5.95
  • Priority Shipping: $8.95

Shipping fees are non-refundable, as outlined in our refund policy.

3. Can I track my order?

Yes! Once your order has shipped, you’ll receive an email with a tracking number. You can use this number to monitor your shipment by clicking here.

4. Why did my order arrive in separate packages?

To ensure quick and efficient delivery, we may ship items from different locations based on stock availability and to minimize costs for you. Each package will have its own tracking number.

5. Do you ship internationally?

Yes, we ship to most locations worldwide. However, some regions may have restrictions due to local laws or logistical challenges. Additional customs fees or taxes may apply for international orders, which are the customer’s responsibility.

6. Do you cover customs duties or import taxes?

No, customers are responsible for any customs duties, taxes, or import fees required by their local authorities. Please contact your customs office for more information.

7. Can I cancel my order?

You can cancel your order within 24 hours of placing it. After 24 hours or once the order has shipped, cancellations are no longer possible. Please refer to our refund policy for defective or incorrect items.

Returns and Refunds

1. What is your return policy?

We accept returns for:

  • Defective items: Products with manufacturing defects.
  • Incorrect items: Products sent in error.

You must request a return or exchange within 14 days of receiving your item.

2. How do I request a return or exchange?

To initiate a return or exchange:

  1. Email us at support@thecatdogshop.com within 14 days of delivery.
  2. Include your order number, a brief description of the issue, and photos or videos showing the defect or incorrect product.

3. What items are non-refundable?

The following items are not eligible for refunds or exchanges:

  • Shipping fees (e.g., $5.95 for Standard Shipping).
  • Items showing normal pet-related wear and tear (e.g., scratches, bite marks).
  • Used, worn, or washed items.
  • Items damaged due to misuse, mishandling, or improper care.
  • Items correctly delivered and free from defects (buyer’s remorse).

4. Who pays for return shipping?

For defective or incorrect items, we cover the cost of return shipping and provide a pre-paid return label. For exchanges, we will also cover the cost of shipping the replacement product.

5. How long does it take to process a refund?

Refunds are typically processed within 5–7 days after approval. The refunded amount will be returned to your original payment method. Processing times may vary depending on your bank or payment provider.

6. What if my package is lost or stolen?

We are not responsible for packages marked as delivered by the carrier but not received by the customer. If your package is lost in transit, contact us, and we will assist you in resolving the issue with the shipping carrier.

Order Issues

1. I didn’t receive my order confirmation email. What should I do?

Check your spam or junk folder. If it’s not there, contact us at support@thecatdogshop.com so we can resend it. Adding our email to your contacts can help ensure our emails reach your inbox.

2. My item arrived damaged or defective. What should I do?

Email us at support@thecatdogshop.com within 14 days of delivery. Include photos or videos showing the damage or defect, along with your order number. We’ll review your claim and resolve the issue promptly.

3. Can I change my shipping address after placing an order?

If you need to update your address, contact us at support@thecatdogshop.com immediately. We will do our best to make the change before the order is processed, but changes cannot be guaranteed once the order has shipped.

General Questions

1. What payment methods do you accept?

We accept all major credit cards, PayPal, and other secure payment options.

2. Are your products safe for pets?

Yes, all our products are designed with the safety and wellbeing of your pets in mind. Please follow the care instructions provided with each item to ensure safe use.

3. How can I contact customer support?

You can reach us via:

Our team typically responds within 2 business days.

Thank you for choosing The Cat Dog Shop! We hope this FAQ answers your questions. If not, don’t hesitate to reach out to our support team for assistance.