At Cat Dog Supply Store, we’re committed to providing premium pet products and exceptional service to pet lovers worldwide. Below you’ll find all the details about our shipping options and hassle-free return process.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

Standard Shipping:

  • Carrier: DHL or FedEx
  • Cost: $12.95 USD
  • Delivery Time: 10-15 business days after shipment
  • Tracking included

Free Shipping:

  • Available for orders over $50 USD
  • Carrier: EMS
  • Delivery Time: 15-25 business days after shipment
  • Tracking included

Note: Delivery times are estimates and may vary depending on destination and customs processing. We currently ship worldwide except to some Asian countries and remote regions.

Returns & Exchanges

We want you and your pets to be completely satisfied with every purchase from our premium collections. If you’re not happy with your order, we’ll gladly accept returns and exchanges within 15 days of receiving your items.

Eligibility Requirements

  • Items must be unused, in original condition, with all tags and packaging intact
  • A proof of purchase (order number) is required
  • Returns must be initiated within 15 days of delivery

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Chew Toys (due to hygiene concerns)
  • Catnip Toys (once opened)
  • Bowls & Feeders (unless factory sealed)
  • Any personalized or custom-made items

How to Return an Item

  1. Contact Our Team: Email us at [email protected] with your return request (see template below)
  2. Wait for Approval: Our team will review your request within 1-2 business days
  3. Package Your Items: Once approved, securely pack items in their original packaging
  4. Ship Your Return: Send to our return address (provided in approval email)
  5. Receive Your Refund/Exchange: We’ll process within 3-5 business days after receiving your return

Return Shipping Information

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Information

Once your return is received and inspected:

  • You’ll receive an email notification
  • Refunds are processed within 3-5 business days
  • Refunds are applied to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs are non-refundable

Note: Depending on your payment provider, it may take 5-10 additional business days for the refund to appear on your statement.

Exchange Process

For exchanges (subject to availability):

  • Follow the same return process above
  • Clearly indicate in your email that you’d like an exchange and specify the replacement item
  • If the exchange item costs more, you’ll need to pay the difference
  • If it costs less, we’ll refund the difference to your original payment method

Damaged or Defective Items

If you receive a damaged or defective item from our premium collections (like our Chewy Home Collection or Bolster Beds), please contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund and cover all associated shipping costs.

Return Request Email Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Cat Dog Supply Store Team,

I would like to request a [return/exchange] for my recent order (#[Your Order Number]).

Order Date: [Date]

Items to Return/Exchange:

  • [Product Name] (Quantity: [X])

Reason for Return/Exchange: [Please specify]

For exchanges, I would like: [New Product Name] (if available)

Please advise on the next steps. I’ve reviewed the return policy and confirm the items are in their original condition with all tags and packaging intact.

Thank you,

[Your Full Name]
[Your Email Address]
[Your Phone Number – optional]

Important Notes

  • During peak seasons (holidays, major sales events), return processing may take slightly longer
  • Do not send returns to our business address – we’ll provide a return address upon approval
  • We appreciate your patience as we work to maintain our high standards of customer service

For any questions about our shipping or returns policy, please contact our customer care team at [email protected].

Thank you for shopping with Cat Dog Supply Store – where your pet’s comfort and your satisfaction are our top priorities!