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Store Policies
We understand that there are occasions when a return may be necessary. Please measure & choose wisely when ordering to avoid the extra return charges. We are happy to answer any questions prior to purchase.
Returns: - Returns are accepted within 14 days of delivery.
- All returns are subject to a 15% restocking fee.
- Items must be new, unused, unassembled and in resalable condition.
- Returns require a RMA number, to obtain a return authorization number contact us.
- Return shipping charges are the responsibility of the consumer. C.O.D.'s are not accepted.
- Actual outbound shipping charges are non-refundable; this includes items returned that were offered with free or discounted shipping.
- We and our manufacturers reserve the right to refuse or partially refund in cases where the merchandise does not meet these criteria.
Items Non Returnable: - Items displaying use or wear and/or missing parts.
- Items that have been modified, tampered, damaged by consumer or pet.
- Custom made to order; and or personalized items or monogrammed items.
- *Outdoor Pet Houses
- *Litter Products
- *Pet Beds
- *Pet Toys
- *Cat Food
- *Catnip.
- **K&H manufacturer products
*Non returnable due to strict US laws in regards to the health and safety of pets.
**K&H manufacturer products: Due to health reasons, no returns accepted unless defective, manufacturer offers replacement only.
Order Cancellations:
- Once an order has been processed to the shipping warehouse it cannot be canceled.
- Orders that can be canceled with be refunded less a 5% cancellation fee.
Exchanges:
Due to the number of large goods offered and different warehouses we ship from, exchanges are not possible.
Soft Claws nail caps for pets that are new and unused condition, can be exchanged with a small reship fee, please contact us for exchange instructions. Refund Credit:
Credits will be issued within 14-21 business days after item is received and inspected and processed. Please understand that often refunds may not reflect on your credit card until the next billing cycle – this is normally due to your bank and not something we can control.
Warranty:
- Unless otherwise noted on product description, all products are offered with a warranty against manufacturers defect 30 days.
- Should issue arise, please contact us within warranty period; we will be happy to assist you.
- We and our manufacturers reserve the right to repair, replace or refund at our discretion.
*Warranty does not apply to any product which has been subject to abuse, misuse, negligence or accident; defects caused by tampering, animal chewing and/or scratching, use for any purpose other than use for a cat or dog, unauthorized alterations & modifications or attempted repairs are not covered by warranty by purchaser or any third party. Manufacturer's warranty is void if any modifications, repair or tampering to product is made.
Shipping Damage:
- If shipping damage has occurred during transit: you must contact us within 3 business days of receipt and we will assist with filing claim with the shipping company or postal service.
- Please take pictures of the item and packaging for proper documentation and do not discard product or packaging as received.
- We and our manufacturers reserve the right to repair, replace or refund at our discretion.
Incorrect Goods:
If you have received incorrect goods due to our error, contact us immediately upon receipt, and we will work with our manufacturers to correct the error and send the correct goods to you within a reasonable time frame, Expedited and or overnight replacement service is not offered for replacement items.
Delivery:
Tracking Numbers: Due to the multiple warehouses we ship from throughout the country, you may receive your tracking number prior to delivery, during the delivery process or after your delivery has been made.
Signature Required: We do not request signature for deliveries from our warehouse, however with some of our manufacturers a signature is required, but please note that the decision to leave your package without a signature is always at the discretion of your UPS or FedEx delivery person. FedEx and UPS will try 3 attempts to deliver and leave notice, consumer is responsible to contact shipping carrier to obtain delivery or pick up.
Residential deliveries that do not require a signature may be left in a safe place, out of sight and out of weather, at the driver's discretion. This could include the front porch, side door, back porch, or garage area. If you have instructed the driver to leave the shipment with a neighbor or leasing office, this would be noted on a FedEx/UPS InfoNotice left by the driver.
Delivery Exceptions:
If a delivery exception occurs, you may be notified by email, you will be contacted by the shipping carrier (door tag, email, or phone call) to arrange delivery or pick up.
Address Correction:
UPS / FedEx Address corrections - Once an order has shipped and there is need of a address change we can request an Address Correction. UPS / FedEx charges $11.00 for the intercept, and there are additional shipping costs.
The customer will be responsible for ALL change of address costs. We cannot guarantee a package address change can be issued once an item has shipped from ours or our suppliers warehouses.
Undeliverable or Refused Orders:
Should an item be found undeliverable based on the address you provide or refused, credit will be issued for the item, minus 15% restocking, less 2 way shipping charges.
Photo Representation:
Colors of products are represented by manufacturer stock and individual consumer photos, colors may not match what is shown on your computer monitor. We cannot guarantee items will match exactly to what color is represented due to each users computer and monitor settings. Please ask all questions prior to purchase.
Custom Carpet Color:
Carpet mills will discontinue carpet colors and textures after each bolt is used, and new carpet is purchased, our manufacturers will not be able to match colors or textures to a previous order.
The colors and textures of carpet offered by our manufacturers may vary due to availability of stock on hand. Provided will be the closet match possible at time of purchase.Carpet colors and their tones pictured here may vary from what is shown from manufacturer stock photos, this is due to each users computer and monitors settings.Orders with customer selected carpet color choice; Note: the only way to get 2 or more items in the same carpet tone and texture is to order them at the same time. Newsletter:
Sign up for our friendly newsletter to gain access and get special invitations to promotional codes, special sales events and informative news about cats and more, you can opt out at any time, and rest assured your email address is never sold or shared to anyone ever.
Promotional Codes:
Coupon codes are redeemable at time of checkout only; discounts codes cannot be used after order has been processed, certain promotional codes can only be used if you are a registered customer.
Promotional codes cannot be combined on items offered with double sale price promotions promotions. Certain restrictions apply.
Privacy Policy Statement: - With respect to cookies: We use cookies to record session information, such as items that consumers add to their shopping cart.
Persons who supply us with their telephone numbers on-line will only receive telephone contact from us with information regarding orders they have placed on-line. - With respect to security: We have appropriate security measures in place in our physical facilities to protect against the loss, misuse or alteration of information that we have collected from you at our site. Customer information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without the consent of the customer.
- With respect to emails: We do not sell, rent or give any of our customer email addresses to third parties companies. We abide by strict US privacy laws. Opt out at any time, simply click the opt out link on our store newsletter.
Terms and Conditions/ Disclaimer and Agreement to Use of Site: YOUR USE OF THIS WEBSITE CONSTITUTES ACCEPTANCE OF THE WARRANTIES, DISCLAIMERS AND POLICIES NOTED HERE. IF YOU DO NOT AGREE TO THESE TERMS AND CONDITIONS, PLEASE DO NOT USE THIS SITE. WE RESERVE THE RIGHT TO REVISE AND UPDATE THESE POLICIES AT ANY TIME AND WITHOUT NOTICE. CONTINUED USE OF THIS WEBSITE WILL BE SUBJECT TO THE THEN-CURRENT TERMS OF USE. THECATANDKITTENSTORE.COM MAY MAKE IMPROVEMENTS AND/OR CHANGE TO ANY PRODUCT(S) OR SERVICE(S) DESCRIBED IN THIS SITE AT ANY TIME. THECATANDKITTENSTORE.COM DOES NOT GUARANTEE THAT ANY PRODUCT OR SERVICE DESCRIBED IN THIS SITE WILL BE CONTINUOUSLY AVAILABLE. INFORMATION ON OUR SITE IS PERIODICALLY UPDATED. THE PRODUCTS AND RELATED GRAPHICS PUBLISHED ON THIS SITE COULD INCLUDE TYPOGRAPHICAL ERRORS. THECATANDKITTENSTORE.COM RESERVES THE RIGHT TO DENY AND OR REFUND WITHOUT NOTICE ANY INSTANCE OF PURCHASE DUE TO TYPOGRAPHICAL ERROR BY ITSELF AND OR ITS EMPLOYEES HEREIN. THECATANDKITTENSTORE.COM DOES NOT HONOR PRICES THAT ARE A RESULT OF A TYPOGRAPHICAL ERROR OR ARE OBVIOUSLY UNREALISTIC, SUCH AS MADE BY COMPUTER OR HUMAN ERROR.
ALL ITEMS INCLUDING SALE PRICES, SALE DATES AND TERMS POLICIES ARE SUBJECT TO CHANGE WITHOUT NOTICE.
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