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FAQs

1) How long does delivery take?

Order delivery time depends on the demand and the destination country of the products.

Processing time: 3-5 business days

Deliveries to the US, Canada, European Union, Australia:
5-10 business days from local warehouse.
10-20 business days from overseas warehouse.

Rest of the World:
10-25 business days

* Deliveries to Hawaii (USA), Romania, Lithuania, Estonia, Faroe Islands, Peru, are estimated to take 30-60 days using Standard Shipping.
Note: Deliveries to islands and remote countries may take longer. Please check with our support team for more information on the estimated delivery time to your address.

Holiday delivery times:
Please allow for a longer shipping time during holiday seasons. This may occur near Christmas or other major holidays because local post offices are experiencing higher volume.

We strive to get orders to our customers as quickly as possible. If your order is now past its 7th business day and is still processing, or if you have questions about your shipment status, please get in touch with our customer service team at support@superkittycats.com.

 

2) Will my orders be tracked?

Yes. We only opt for secured (trackable & insured) shipping to ensure your orders are delivered to you safely.

 

3) What if my tracking number doesn't work?

Please allow at least 48 hours after you've received your tracking number to track your package.

Note that some carriers reuse tracking numbers so don’t be confused if you enter this number and see that your package was delivered 2 months ago. Simply allow the carrier to refresh the feed and check back.

If the tracking does not populate, please contact us at support@superkittycats.com and we'd be happy to help!

 

4) What is your return and exchange policy?

Received a defective item or your order got damaged in transit? No worries! We will send you a new one free of charge as long as you contact us at support@superkittycats.com within 24 hours of your receipt of the product.

Just not happy with your purchase? You can return it for 100% money back within 7 days of receipt if your items are eligible for returns.

To be eligible for a return, your item must be:

  • In the same condition that you received it
  • Unworn or unused
  • With tags
  • In its original packaging
  • Not a sale/discounted item

Items are not eligible for a refund due to size or measurement issues if the shipped item is the same variant/size as you ordered. In case the size/variant issue is due to us, we accept exchange or refund requests.

We are also not responsible for any refund if the shipping address was provided to us wrongly, and the package was shipped to the wrong address.

The process is really simple & easy! Get in contact at support@superkittycats.com and your return will be investigated. If the goods are faulty or damaged we offer either a new item (exchange) or a full refund. Refunds will be returned to the same method of the order payment, or if chosen, by store credit that never expires.

 

5) Why is my credit card being declined?

The most common reason for a credit card being declined is information being entered incorrectly. Please confirm that all information submitted is an exact match for your credit card, including the billing address that your bank has on record for your card.
For your protection, we have limited information on the specifics of why your card is declined so the best place to start is by contacting your bank.
If you recently received a new card with a chip, be sure to double-check the CVV code (usually a 3 digit number) on the back.

If you receive an error message when attempting to place your order, be sure to make note of this. We suggest the following steps to resolve the situation:
Check your credit card expiration date
Make sure the information under the personal information matches the credit card – name, address, postal code, etc.
Attempt your input again (if possible, do not use any autofill settings as this can trigger the error)
Try a different credit card, if possible (make sure the information matches the personal section)

If the process above fails, please contact your card provider for further assistance.

 

6) Where is my order?

When we dispatch an order we send you an email with the order’s shipping confirmation including its tracking number. Click on the link you received in your email and it will direct you to the tracking website.
In case you cannot find your shipping confirmation email, just send us a message at support@superkittycats.com and we'll find your order!

If the tracking page does not show any information or it gives you a "status not available" notification, don’t worry. Maybe it is because your order was just shipped and some shipping service requests 24-72 hours to update their tracking information. Check back later.

Do not fear - your package is in fact on its way!
The average delivery time is currently about 10-25 days once a package has been shipped. If you have not received your package after this period, please contact our customer service team at support@superkittycats.com! 

 

7) What happens if my package gets lost?

a) Late delivery:
If you have not received your order within the declared shipping time on our shipping policy, we will be happy to process a replacement or a refund.

b) My tracking shows "Delivered" but I haven't received it:
Occasionally the carrier will pre-mark a package as delivered once it has been loaded onto a truck for delivery in certain zip codes. We ask that you wait at least 24 hours after the package was marked delivered to see if it arrives. Be sure to check with your neighbors, housemates, family members, cats, and garden gnomes to see if they happened to receive the package by mistake or on your behalf!

If the tracking on your order shows delivered and you have not received your package, please ensure the following steps are taken prior to contacting customer service:

All customers - Check the immediate area; including any mailbox, garage, porch, front desk, leasing office, neighbor, or anyone that may have signed for or picked up the package. Please also track your package online to see if there are any special instructions or updates listed

FedEx customers - FedEx SmartPost shipments travel through multiple carriers. In rare cases, tracking for these packages can indicate that it's been delivered up to 2 days prior to its actual arrival. Because of this, we ask that you please allow an additional 2 business days for final delivery

APO/FPO customers - Check your Military Base mailroom
International customers - Check with your local post office or customs office, as they may be holding the order for payment of customs fees.

If you are still unable to locate your package, please contact us via support@superkittycats.com and we will be more than happy to help!

Please note: All lost packages (shows "delivered" but not received) must be reported within 30 days of your order's delivered date. If we are notified of a lost package after this timeframe, we will be unable to process your request.