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Customer Service
To obtain the status of an order, enter your confirmation number and click Go!.
FAQ:
I Lost and/or Forgot My Password:
Registered customers can click on the link "Lost Password" above to be sent your password to your email address when you registered.
You may also contact us and we can assist you, call or email us your request. Email request- include: first and last name used when registered, and the last 4 digits of credit card on file (this is for your security) and new password you would like.
I am a registered customer and need to change my information:
Registered Customers: To edit your basic information, please click on the Account History link above, and enter the email address and password when you registered.
I'm looking for a certain pet item not on your site, can you carry this or special order
We would love to hear your suggestions or special requests for pet merchandise.
Please email us at contactus@thecatandkittenstore.com
How can I get my tracking number once I have received my order completed email:
If you have received a "Order Completed" email from our co. and wish to obtain your latest tracking number:
enter your orders confirmation number in the above field and press "Go!".
Please keep in mind that tracking numbers will not work until the courier scans your package into their system, usually one day or less.
Do you have a brick and mortar store:
We are a internet co. only and do not have a physical store at this time.
Do you offer mailed catalogs:
Due to the large inventory we carry, we do not currently offer mailed catalogs.
What are your shipping costs:
FREE! Everything we offer comes with our famous FREE SHIPPING, every time you shop!
When will my order arrive:
In order to offer you the fastest shipping we ship from multiple warehouses across the country, most items will state approximate ship times from our warehouse or our manufacturers warehouses.
Note: items are processed and shipped during business hours/days only, business days are counted as Monday through Friday. See approximate ship times given on product page.
For orders with multiple product purchases- you may receive your delivery of goods in separate packages and at different times/dates. For multiple orders that have shipped separately, kindly note: you will receive the last tracking number when final item has shipped out.
Do you ship out of the USA:
Currently at this time, we do not ship outside the Lower 48 contiguous United States of America.
Do you offer overnight or expedited shipping:
NO, due to the large weights and often oversize products we carry, express and/or expedited shipping is not offered.
Custom items and or made in the USA items:
These items are made to each order will take longer to produce, in turn will take longer to arrive, most items will have the manufacturers shipping times on each items description...
Kindly take note of these times for each item before emailing or phoning.
Mailing Lists, Phone Solicitation
We do not sell, give, trade any of our customers information to other companies for marketing or sales! Kindly note: your email will automatically sign you up for our monthly newsletter. Feel free to opt out at any time. we don't mind, we respect your privacy.
Is there a guarantee your products
Each product offers a Manufacturer Warranty. Each manufacturer's warranty varies in length of time and parts coverage. If you have questions,
please email us at contactus@thecatandkittenstore.com
Do you accept returns
Yes, in certain instances, please see to our stores Policies page for details.
Do you take phone orders or fax orders:
We take both! You can fax your order to: 1-866-459-6369
Include the following information on your faxed order:
* full name as shown on credit card
* billing address
* daytime phone number
* email address
* items SKU's: INCLUDING, sizes, colors and quantities
* ship to address- if different then your billing address
* type of credit card
* credit card number
* expiration date of credit card.
* credit card security code
Where can I find my credit card security code?
For Visa/MC/Discover users - it is the last 3 digits on back of your card, top right.
For AMEX users - it is the 4 digit code on front of your card, top right
Orders faxed will be processed within 24-48 business hours, we will then send your order confirmation back to you by email. Its that simple and secure!
We also take phone orders (M-F) 10 am-4 pm est. at 1-866-459-6369 (MEOW)
(weekends and holidays excluded)
If you do not reach a customer care representative right away, please leave your name, number and best time to reach you.
I am not receiving emails from Thecatandkittenstore.com:
If you have contacted us recently but have not yet received a reply within 24-72 hours, your Internet Service Provider (ISP) or e-mail client may be blocking e-mail from Thecatandkittenstore.com
If you suspect this is happening, please consult the help section of your e-mail program to see how to relax the settings that filter or block mail, or how to add Thecatandkittenstore.com to your "safe domains" list.
Once you have established that you should be able to receive mail from us, please contact us again with your question. (our email addresses below)
Contact us:
We are internet Co. and email is most often the most effective way to contact us for your general questions.
Emails are generally answered within 24-72 hours.
(weekends and holidays are excluded)
email addresses
contactus@thecatandkittenstore.com
support@thecatandkittenstore.com
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