Refund policy

REFUND POLICY

Overview At CanCat Store, we want you and your furry friends to be 100% satisfied. Our refund policy lasts 14 days. If 14 days have gone by since your purchase delivery, unfortunately, we cannot offer you a refund or exchange.

Returns (Damaged or Incorrect Items) We strictly follow our supplier's quality guarantees. If your item arrives damaged, defective, or if you received the wrong product, please contact us immediately at admin@cancatstore.us with:

  • Your order number.

  • Clear photos of the item and its packaging.

Once we verify the issue with our logistics partner, we will arrange a replacement, return or refund. When an item arrives damaged, defective, or incorrect, we cover the return shipping cost. We will send you the return instructions, and in some cases no return will be needed at all.

Returns for Change of Mind To be eligible for a return due to "change of mind," the item must be:

  • Unused and in the same condition that you received it.

  • In its original packaging.

  • Free of pet hair, odors, or any signs of use (for hygiene and safety reasons).

Note: Customers are responsible for paying the shipping costs for returning items due to change of mind.

Return Process & Address We work with a United States-based supplier network to source and fulfill orders. Before shipping any item back, you must contact us at admin@cancatstore.us to receive the specific return instructions and the correct return warehouse address.

Non-returnable items:

  • Gift cards.

  • Perishable pet goods (treats/supplements).

  • Personalized items.

Refunds (if applicable) Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (Stripe/Credit Card) within 5-10 business days.

Exchanges We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at admin@cancatstore.us. Because these exchanges are for defective or damaged items, we cover the return shipping cost.

Global Finds — Return & Refund Policy

Products in our Global Finds collection are sourced through international marketplaces and fulfilled by the supplier's own logistics network. They follow a separate policy from the rest of our catalog, given the shipping distance and the customs process that can apply. This section replaces the terms above for Global Finds items specifically.

Damaged, defective, or incorrect item: Contact us at admin@cancatstore.us within 14 days of delivery with your order number and clear photos of the item and its packaging. Once we verify the claim, we will send you a replacement at no cost to you. In most cases you will not need to return the item in order to receive the replacement.

When we may ask for the item back: For higher-value items, or where we identify a pattern of repeat claims on the same account or delivery address, we may ask you to return the item to a United States address that we provide before the replacement is issued. In those cases the return shipping cost is the customer's responsibility. We will always tell you in advance if a return is required, and we will never ask you to ship anything before agreeing the process with you.

If we cannot replace the item: If a replacement is unavailable, or if the replacement also arrives damaged or defective, you may choose a full refund instead. A refund is always available to you when we are unable to supply a sound replacement.

Item not received: If your Global Finds order has not arrived within 45 days of your purchase date, contact us at admin@cancatstore.us. We will issue a full refund or send a replacement, your choice.

Change of mind: Global Finds items are not eligible for change-of-mind returns. Because these items are fulfilled by third-party suppliers and cannot be economically returned to the fulfilling warehouse, we only accept returns for damage, defect, incorrect item, or non-delivery as described above.