Refund policy

30-day Return Policy

Your satisfaction is always our top priority. We work with our vendor partners to guarantee the quality of our products and we want you to be completely satisfied with your purchase. If for any reason you are not completely satisfied with your purchase, please contact us within 30 days of receiving the item to request a return.

Return and Exchange Instructions:

We are unable to accept shipments without a return request first being submitted

To initiate a return request, you can contact us via the Contact page or by phone at 866-386-6369.

Please include the following details:
Name:
Order Number:
Phone Number:
Reason for return:
Photo of Item:
Request: (Replacement, exchange, refund, credit, etc)

Once your request has been submitted, please allow 1-3 business days for review. Once approved, additional instructions and information will be emailed to you.

Prepare your return for shipment by packing the items securely. Our return address is:

The Cat Connection
ATTN: Returns
4280 Spring Valley Rd
Dallas, TX 75244

You may use whichever carrier you like, however, please be sure to use tracking as the merchandise is still your property until it reaches our facility for processing. We are not responsible for any shipping damages.

Please note that we are not responsible for lost or stolen merchandise and a claim would need to be filed with the carrier

.

Return Conditions:

To be eligible for a return, your item must be returned in the same condition that you received it, new and unused, in original packaging.

Items that have been used or damaged due to negligence are unable to be refunded unless covered by the manufacturer guarantee.

Items must be returned in NEW (unused, untested) condition, and in the original packaging Please be sure all accessories, kit components, promotional items, and instruction manuals are included.

When repacking an item for return, please be sure to include any and all free or promotional items that came with your order. If a promotional item is missing, its value may be deducted from your issued refund. Original shipping fees are non-refundable and will not be reimbursed.

 

Damaged Delivery or Product Defects 

Please inspect your order upon reception and contact us immediately if the item is defective or damaged, or if you receive the wrong item. Once more information is provided, we can properly evaluate the issue and make it right.

If your return is the result of a mistake on our behalf, was damaged by the carrier, or considered to be defective please reach out to us right away.

 

Restocking Fees

In most cases, there are no restocking fees if our policy is followed. We reserve the right to refuse to issue credit for any item that has been opened, used or damaged due to negligence. We also reserve the right to charge a restocking fee of 20% on returns containing used, damaged or returns of multiple items. Additional fees may apply if the item is not returned in its original packaging.

We are unable to accept returns on customized orders such as personalized placemats, tags or cat furniture.

Lost or Stolen Orders

We are not responsible for lost or stolen shipments. In the unfortunate case this has happened, a claim will need to be filed with the carrier and an investigation completed prior to a replacement or refund being processed.

Refunds

To qualify for a refund, our Return and Exchange Instructions and Return Conditions must be followed. Refunds are unable to be issued prior to the return being received, evaluated and processed by our Returns Team.

We are unable to offer refunds for shipping fees, including but not limited to domestic Ground, Express or International shipping. Please also be advised that we are unable to refund any fees imposed by an entity other than The Cat Connection, such as customs or brokerage fees.

You will receive a notification as soon as the return has been processed. Most returns are processed within 10 business days of the receipt of returned merchandise. Credit card companies vary in their processes of posting credits back to your account, so please be sure to check with your credit card provider for those details.

We are unable to accept returns or exchanges on the following items:

• Customized products including cat furniture
• Personalized products, including but not limited to, personalized placemats, collars, and ID tags.
• Purchases of Gift Cards and/or Online Gift Certificate are non-refundable.
• Special order item

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

The Cat Connection
4280 Spring Valley Rd.
Dallas, TX 75244
www.thecatconnection.com
972-386-6369
866-386-6369