At The Cat’s Store, we’re dedicated to making sure both you and your feline companion are completely satisfied with every purchase. Our shipping and returns policies are designed with your convenience in mind.

Shipping Information

Order Processing

We typically process orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two shipping methods to suit your needs:

  • Standard Shipping (£12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after dispatch
  • Free Shipping (orders over £50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after dispatch

Note: We ship worldwide except to certain Asian countries and remote locations. Delivery times may vary depending on your location and customs processing.

Returns & Exchanges

We understand that sometimes products might not be the perfect fit for your cat. That’s why we offer a simple returns process within 15 days of delivery.

Eligibility for Returns

To qualify for a return:

  • Items must be unused, in original packaging, and in the same condition as received
  • Proof of purchase (order number or receipt) is required

Non-Returnable Items

For health and hygiene reasons, we cannot accept returns or exchanges on:

  • Cat Medicines (opened or unsealed packages)
  • Cat Grooming products that have been opened or used
  • Food items (including Dry Cat Food and Cat Cans & Pouches) that have been opened

How to Return an Item

Follow these simple steps:

  1. Contact our team within 15 days of receiving your order by emailing [email protected] with your return request
  2. Include your order number, item(s) to return, and reason for return
  3. Wait for approval – we’ll email you within 2 business days with return instructions
  4. Package your return securely in the original packaging if possible
  5. Ship your return to our warehouse (we’ll provide the address in your approval email)

Refund Process

Once we receive and inspect your return:

  • We’ll notify you that we’ve received your returned item
  • We’ll process your refund within 3-5 business days of approval
  • Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Please allow 5-10 business days for the refund to appear in your account

Shipping Costs

  • For returns due to our error or faulty products: We cover return shipping costs
  • For other returns: Customer is responsible for return shipping costs
  • Original shipping fees are non-refundable

Exchanges

Need a different size or product?

  1. Follow the same return process above
  2. Clearly state in your email that you’d like an exchange and specify the replacement item
  3. We’ll process the exchange once we receive your return
  4. You’ll be responsible for any price difference and additional shipping costs

Important Notes:

  • We recommend using a trackable shipping service for returns
  • Return processing may take longer during peak periods (like holidays)
  • For international returns, customs fees and import duties are non-refundable

Need Help?

Our cat-loving customer service team is happy to assist with any shipping or returns questions. Contact us at:

Email: [email protected]
The Cat’s Store
54 Leek Rd, Stoke-on-Trent, GB CH7X 3UX

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