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 (Local warehouse)
10-20 business days (Overseas warehouse)

Rest of the World:
10-25 business days

Holiday delivery times:
Please allow for a longer shipping time during holiday seasons. You will always be notified prior to ordering on our website when we are experiencing longer than normal shipping times.
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! No matter what shipping option you go for you will receive a tracking number in your shipping confirmation email.
If you haven’t received a shipping confirmation email from us yet then just drop an email to support@superkittycats.com and we'll investigate.

Please remember if we've just had a big release we might be a little slower at getting orders out. These days will be taken into account when you place your order so don't worry - the expected delivery time you see on the product page will be correct.

 

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

Please allow at least 24 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 2 days of your receipt of the product.

Just not happy with your purchase? You can return it for 100% money back within 30 days of receipt. Simply follow the return instructions below.

a) Defective Items
Received a damaged item? We’ve got you covered and will send out a new one free of charge. No need to return the damaged product! Please email us at support@superkittycats.com with a photo or a short video of the defects.
Any damage or defects must be reported to us within 2 days of your order delivery date.

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.

b) General Returns
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

How to request returns?

It's 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.

WE ARE NOT RESPONSIBLE FOR THE ACCEPTANCE, SAFEKEEPING AND/ OR RETURN OF ANY ITEMS THAT YOU SHIP TO US IN ERROR (I.E., ITEMS THAT WERE NOT PURCHASED ON OUR SITE).

 

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 8-12 days once a package has been shipped. If you have not received your package within 2 weeks from the date of your shipping notification, 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 45 days of your order date, 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 90 days of your order date. If we are notified of a lost package after this timeframe, we will be unable to process your request.