Welcome to Pet Cat Supplies Shop (cat-frisco.com), where we understand that sometimes even the most carefully chosen cat products might not be the perfect fit for your feline friend. Our returns policy is designed with the same care we put into selecting our products – simple, straightforward, and customer-friendly.

Important Note: For hygiene reasons, we cannot accept returns on the following products: Bandanas, Clothing, Costumes, Collars, Beds (all types including Bolster Beds, Covered Beds, Corner Beds), and Chewy Home Collection items unless they arrive damaged or defective.

Our Return & Exchange Promise

We want you and your cat to be completely satisfied with every purchase. If you’re not happy with an item, we’ll make it right with:

  • Easy 15-day return window from delivery date
  • Free exchanges for defective items
  • Prompt refunds processed within 5 business days
  • Responsive customer service that actually responds (unlike your cat when you call them)

How to Return or Exchange an Item

Step 1: Initiate Your Return/Exchange

Within 15 days of receiving your order, email us at [email protected] with:

  • Your order number
  • Product name and quantity you wish to return/exchange
  • Reason for return/exchange
  • Whether you prefer a refund or exchange

Return Request Email Template

Subject: Return/Exchange Request for Order #[Your Order Number] Dear Pet Cat Supplies Shop Team, I would like to request a [return/exchange] for my recent order #[Your Order Number]. Product Name: [Product Name] Quantity: [Number of Items] Reason: [Reason for Return/Exchange] I would prefer: [Refund to original payment method/Exchange for (specify product if known)] Please let me know the next steps. Best regards, [Your Full Name] [Your Contact Information]

Step 2: Wait for Approval & Instructions

Our cat-loving customer service team will respond within 24-48 hours with:

  • Return authorization
  • Shipping instructions
  • Return address (1929 Maple Avenue, Sun Valley, US 83353)

Step 3: Ship Your Return

Please package items securely in their original packaging when possible. Include all tags and accessories. We recommend using a trackable shipping method as we cannot be responsible for lost return packages.

Step 4: Receive Your Refund or Exchange

Once we receive and inspect your return:

  • Refunds: Processed within 5 business days to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Exchanges: Shipped within 2 business days via your original shipping method

Important Details

Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item is defective or incorrect
  • Original shipping fees are non-refundable

Condition Requirements

Items must be:

  • Unused and in original condition
  • In original packaging with all tags attached
  • Free of cat hair (we know this one’s tough!)

Damaged or Defective Items

If your item arrives damaged or defective:

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect
  • We’ll arrange a free replacement or refund

Still Have Questions?

Our customer service team is ready to help (and they actually like getting emails, unlike your cat who ignores you). Contact us at:

Email: [email protected]
Physical Address: 1929 Maple Avenue, Sun Valley, US 83353

Last updated: September 2023