Frequently Asked Questions
Do you offer mailed catalogs:
Mailed catalogs are not offered at this time.
How do I obtain my orders tracking number:
Orders are track-able once you have received our "Order Completed" email, enter your orders confirmation number in the above field and press "Go!".
Kindly note: your orders invoice number (5 digits) cannot be used to obtain your tracking number, you can find your orders confirmation number below the ship to address on your orders invoice. 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 company only, we do not have a physical store to visit. I lost or forgot my password:
Registered customers go to our "Customer Service" page and click on "Lost Password", enter required information and continue. I am a registered customer and need to change my information:
Registered Customers: go to our "Customer Service" page and click on "Account History" enter required information and continue. 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. Please note approximate shipping times given on items descriptions.
Note: items are processed and shipped during business hours/days only, business days are counted as Monday to 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. I Want to Return an Item:
Please review our Return Polices which can be viewed on the Policies link, above top right on menu bar.
Do you ship out of the USA:
Shipping is offered only to the Lower 48 contiguous United States of America residents. Do you offer overnight or expedited shipping:
Due to the large items we sell, express and/or expedited shipping is not offered on our products.
Is there a warranty on products.
Each manufacturer provides a warranty and it differs from each product, if you have a question please don't hesitate to email us: contactus@thecatandkittenstore.com 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 to 1-866-459-6369:
- full name as shown on credit card
- billing address
- daytime phone number
- email address
- items items number, sizes, colors and quantities
- physical lower 48 US ship to address- if different then your billing address
- type of credit card (ex. Visa.MC, Amex,Discover)
- credit card number
- expiration date.
- comments.
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! I am not receiving emails from thecatandkittenstore.com:
If you have contacted us recently but have not yet received a reply within 24-72 business hours (M-F), 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.
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