You must notify us of your desire to return the product, within 15 days of the receipt of your order (receipt date is the delivery date on the designated shipping company's tracking site). Tracking information is emailed to you ahead of time when your order is fulfilled. Items must be in brand new, unused condition in their original packaging. We will not accept returns on the grounds that a cat “will not use it”. While we carefully select our products based on quality and functionality, not all cats are alike. Once a product is out of its original packaging it is deemed “used” and not resalable.
To complete your return, we require an email from you (use our website's Contact link). Include your name, order number, item(s) to be returned and reason for return. Once we receive your email, we will notify you of the appropriate return address for your order. Unless the product is deemed defective (in which case we pay all shipping charges), you will be responsible for paying shipping costs for returning your item. Shipping costs are non-refundable.
To be eligible for a return, your item must be unused and in the same (sellable) condition that you received it. It must also be returned in the original product packaging.
Customized cat furniture and any other products customized by the customer are not returnable. Cat furniture returns must follow our specific cat furniture return instructions. (See Return Policy -Cat Furniture below). Shipping costs, including return shipping costs, are non-refundable.
Sorry, no returns on international orders. If product is damaged in transit, a claim will need to be filed by the customer with the shipping company for reimbursement.
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 you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days of approval.
Late or missing refunds (if applicable)
If you haven’t received a refund within 10 business days of our notice to you of a refund, please Contact us using the Contact link on out website. It may take some time before your refund is officially processed and posted by your credit card company.
SALE AND CLEARANCE ITEMS
Only regular priced items may be refunded. Sale and clearance items are not refundable.
EXCHANGES (if applicable)
We replace items that are defective or exchange items for size/style. If you need to exchange a product, send us an email using the Contact link on our website with your name, order number, and reason for exchange. For defective product, we will send a postage paid label to you for your use in returning the item for exchange. Please return the item to us in its original product packaging and in new and unused condition. Upon receipt of the item, we will make the exchange and send you the desired exchange item. The time it may take for your exchanged product to reach you may vary, depending on your location. MyThreeCats.com pays for return shipping (both ways) for defective products. The customer is responsible for shipping costs (both ways) for exchanges due to size/style.
GIFT RETURNS (if applicable)
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If you are return shipping an item over $50, you should consider using a trackable shipping service (examples are USPS; UPS; Fedex) that issues tracking numbers. We don’t guarantee that we will receive your returned item.
RETURN POLICY - CAT FURNITURE
Unless there is a specific Return Policy stated on the product page of the product you order (example, customized furniture that cannot be returned), you may return cat furniture products for any reason, if it meets all of the following three conditions:
- The furniture is brand new and unused
- The furniture is in resale-able condition
- The furniture is returned to us within 15 days of your receipt of the product.
CAT FURNITURE RETURN INSTRUCTIONS:
Email us with the original Order Number provided to you by MyThreeCats.com with a request to return the product. We will email you a Return Materials Authorization (RMA) number and a return address to ship back the product. Return addresses vary according to manufacturer. You must receive this RMA number from us in order to return the product - return shipments will not be accepted without this RMA number. Fedex or UPS will pick up the product for return to the factory. You must have the product securely packaged and sealed in the original box. If the above terms and conditions for return are met, you will receive a refund for the original price of the item, less a 15% restocking fee. My Three Cats & Co, Inc. or its agents will not pay for shipping and handling of the return item. The cost of shipping and handling will also be deducted from the price of the product ordered and returned.
DAMAGED IN TRANSIT: CAT FURNITURE FREIGHT DAMAGE POLICY & REPORTING PROCEDURES
Cat furniture from My Three Cats & Co. is carefully prepared, packed and secured for safe transit and delivery. Freight damage is a rare occasion. Please carefully check the shipment on arrival for any potential damage. If there is damage, make a note of the damage on the Shipper's receipt form before you sign to accept the delivery and make a note of the Shipper's contact information. On the unusual occurrence of freight damage, the following guide should be helpful.
All My Three Cats & Co. Cat Furniture is shipped from the Fabricating Shop to the customer. My Three Cats & Co. assumes no responsibility and makes no allowance for delays, loss or damage from any cause after goods have been delivered to transportation companies. The Freight Damage policies of the Shipper, whether it is Fedex; UPS or the delivering Common Carrier must be followed.
A claim for discovered damage must be filed with the Shipper, by the Buyer, immediately upon discovery, in any event within 10 days of the delivery date. My Three Cats & Co. is not responsible for damages incurred in transit. It is the responsibility of the buyer to inspect the received cat furniture and report damage to the Shipper immediately. The customer must submit a completed freight claim to the Shipper. The Shipper's telephone number is on your receipt form. Please call the Shipper to request a Freight Claim Form. A claim form for any Fedex or UPS shipments can be found on their websites.
Measures Buyer can take that will help in the claim process include the following:
- Take photographs of the damage. If possible, photographs of the equipment still on the truck will limit the Buyer's liability.
- Call the Shipper to report the damage and request a claim form. Preferably, the call should be made before the driver leaves the site.
- Request an inspector when you (Buyer) are reporting damage to the Shipper.
- Buyer should keep a copy of the Shipper's Receipt, on which Buyer notes the damage and the driver's signature.
My Three Cats & Co. will be glad to assist you. We hope that you and your cats will enjoy many years of pleasure through the use of our high quality custom Cat Furniture.IF YOU HAVE ANY QUESTIONS PLEASE CALL US: TOLL-FREE AT 1-877-CAT LUV3 (1-877-228-5883)