Terms & Condition
Shipping Policy for Pet Products
Order Processing Time
Orders are processed within 1-2 business days (excluding weekends and holidays) after receiving your order confirmation email.
You will receive another notification when your order has shipped.
Shipping Rates and Estimates
Standard Shipping (5-7 business days)
Pre-Order Shipping
Shipping for pre-order items can take up to a month from the order date.
You will be notified via email once your pre-order item has shipped.
If your order contains both pre-order and in-stock items, they will be shipped together once the pre-order item is available. If you prefer separate shipments, please place separate orders.
Shipping Locations
We currently ship to the contiguous United States. For shipping to Alaska, Hawaii, or international destinations, please contact us for a quote.
Tracking Your Order
Once your order is shipped, you will receive a tracking number via email. You can track your shipment using the link provided.
Delivery Issues
If your order hasn’t arrived within the estimated delivery time, please contact us at customer.service@catanova.store with your order number, and we will assist you.
Damaged or Lost Packages
If your package arrives damaged or is lost during shipping, please contact us within 7 days of receiving or the expected delivery date. Include photos of the damaged item and packaging.
Contact Us
If you have any questions about your order or our shipping policy, please contact us at customer.service@catanova.store
Return and Exchange Policy
We strive to ensure you and your pet are satisfied with your purchase. Here are our guidelines for returns and exchanges to maintain quality standards.
Returns
Eligibility for Returns:
Items may be returned within 14 days of the delivery date.
Only unused, unopened items in their original packaging and in perfect condition are eligible for return.
Certain items, including perishable goods (e.g., pet food, treats) and personal care items (e.g., grooming tools), are non-returnable for health and safety reasons.
Sale items, custom orders, and items marked as "Final Sale" are also non-returnable.
Return Process:
To request a return, contact us at customer.service@catanova.store with your order number and the reason for the return.
Return requests must be approved before sending back any items. Unauthorized returns will not be processed.
Once approved, returns must be shipped back within 7 days at the customer’s expense, using a trackable shipping method.
We reserve the right to inspect the returned item before issuing a refund to ensure it meets our return conditions.
Refunds:
Refunds will be issued within 10-14 business days after we receive and inspect the returned item.
Refunds will be provided as store credit only. Original shipping charges are non-refundable.
Exchanges
Eligibility for Exchanges:
Exchanges are allowed for size or color variations only and must be requested within 14 days of delivery.
Items must be unused, in their original packaging, and in perfect condition.
Perishable items, personal care products, sale items, custom orders, and "Final Sale" items are non-exchangeable.
Exchange Process:
Contact us at [customer service email] with your order number and details of the item you wish to exchange.
Exchange requests must be approved before returning the item. Unauthorized exchanges will not be processed.
Once approved, items must be returned within 7 days at the customer’s expense, and the new item will be shipped after we receive and inspect the original.
Damaged or Defective Items
If you receive a damaged or defective item, contact us within 3 days of receiving your order. Include photos of the damaged or defective product.
After review, we may offer a replacement or store credit. Refunds for damaged or defective items are not provided.
Contact Us
For any questions about our return and exchange policy, contact us at customer.service@catanova.store
Thank you for your understanding and for choosing Catanova!
Order Processing Time
Orders are processed within 1-2 business days (excluding weekends and holidays) after receiving your order confirmation email.
You will receive another notification when your order has shipped.
Shipping Rates and Estimates
Standard Shipping (5-7 business days)
Pre-Order Shipping
Shipping for pre-order items can take up to a month from the order date.
You will be notified via email once your pre-order item has shipped.
If your order contains both pre-order and in-stock items, they will be shipped together once the pre-order item is available. If you prefer separate shipments, please place separate orders.
Shipping Locations
We currently ship to the contiguous United States. For shipping to Alaska, Hawaii, or international destinations, please contact us for a quote.
Tracking Your Order
Once your order is shipped, you will receive a tracking number via email. You can track your shipment using the link provided.
Delivery Issues
If your order hasn’t arrived within the estimated delivery time, please contact us at customer.service@catanova.store with your order number, and we will assist you.
Damaged or Lost Packages
If your package arrives damaged or is lost during shipping, please contact us within 7 days of receiving or the expected delivery date. Include photos of the damaged item and packaging.
Contact Us
If you have any questions about your order or our shipping policy, please contact us at customer.service@catanova.store
Return and Exchange Policy
We strive to ensure you and your pet are satisfied with your purchase. Here are our guidelines for returns and exchanges to maintain quality standards.
Returns
Eligibility for Returns:
Items may be returned within 14 days of the delivery date.
Only unused, unopened items in their original packaging and in perfect condition are eligible for return.
Certain items, including perishable goods (e.g., pet food, treats) and personal care items (e.g., grooming tools), are non-returnable for health and safety reasons.
Sale items, custom orders, and items marked as "Final Sale" are also non-returnable.
Return Process:
To request a return, contact us at customer.service@catanova.store with your order number and the reason for the return.
Return requests must be approved before sending back any items. Unauthorized returns will not be processed.
Once approved, returns must be shipped back within 7 days at the customer’s expense, using a trackable shipping method.
We reserve the right to inspect the returned item before issuing a refund to ensure it meets our return conditions.
Refunds:
Refunds will be issued within 10-14 business days after we receive and inspect the returned item.
Refunds will be provided as store credit only. Original shipping charges are non-refundable.
Exchanges
Eligibility for Exchanges:
Exchanges are allowed for size or color variations only and must be requested within 14 days of delivery.
Items must be unused, in their original packaging, and in perfect condition.
Perishable items, personal care products, sale items, custom orders, and "Final Sale" items are non-exchangeable.
Exchange Process:
Contact us at [customer service email] with your order number and details of the item you wish to exchange.
Exchange requests must be approved before returning the item. Unauthorized exchanges will not be processed.
Once approved, items must be returned within 7 days at the customer’s expense, and the new item will be shipped after we receive and inspect the original.
Damaged or Defective Items
If you receive a damaged or defective item, contact us within 3 days of receiving your order. Include photos of the damaged or defective product.
After review, we may offer a replacement or store credit. Refunds for damaged or defective items are not provided.
Contact Us
For any questions about our return and exchange policy, contact us at customer.service@catanova.store
Thank you for your understanding and for choosing Catanova!