We want you to be completely satisfied with your purchase. If you need to return an item, here’s how to get started and what to expect.
How to Start a Return
To request a return, please log into your CatsPlay account and click the “Return” link next to your order.
If you checked out as a Guest, you should have received an email after your purchase with a link to create a password. Creating a password allows you to access your account, track your order, and submit a return request.
Return Guidelines
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Items must be returned in new, unused condition, with original packaging, tags, and paperwork included.
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Return requests must be submitted within 7 calendar days of receiving your item.
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Once your return is approved, the item must be received back within 15 days.
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All returns require a return authorization number and a special return address, which will be provided upon approval. Do not return items to the address on the shipping box.
Refund Policy
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Return shipping costs are the responsibility of the customer, unless the item was received damaged or defective.
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Original shipping and handling fees (what we paid to send the item to you) are non-refundable and will be deducted from your refund.
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Unauthorized returns sent without a return authorization number may be subject to a 20% restocking fee.
Damaged or Defective Items
If your item arrives damaged, please notify us immediately and provide photos of the damaged item and the shipping container. We’ll arrange for a repair or replacement as quickly as possible.
Non-Returnable Items
Custom-made or personalized items, including those with your pet’s name, are not eligible for return.
If you have any questions or need assistance, feel free to contact us through your account or our support page. We’re here to help.