It is our goal with The Cat Health Store to ensure that every cat owner gets exactly what they need to ensure their kitties live long and healthy lives. However, we understand that sometimes what you have ordered just isn't quite what you wanted.
So, if you are not fully satisfied with your order, you may exchange or return your product by mailing it back to our shipping center within 14 days of receiving your item in the mail. The 14 day time limit begins when you actually receive the item, not when it is shipped. This provides you with two full weeks to decide if this is a product that you feel meets your expectations related to size and color, etc.
We do ask that the item be unopened or in ''new" condition (some of our items may come without individual packaging). Once you have opened the item and it has been touched by your cat, we cannot take it back. The reason for this is that once a cat has touched an object, it's scent will adhere to the item, thereby making it undesirable to other, finicky cats.
At present, we do not take exchanges on any custom-made orders. This is simply due to the limitations of selling an item that was custom-made to your specifications. However, if you have received a custom order that doesn't meet your expectations, please contact us at customerservice@cathealthstore.com.
If any item you have purchased displays any manufacturer's defect, please contact the manufacturer directly. As well, please contact us at customerservice@cathealthstore.com -- as we want to know about any problems you may be having (to track the quality of the products we sell). As well, we will be glad to help with dealing with the manufacturer as best we can.
To return your item, please follow these instructions:
- Please email us first, so that we can log your request, answer any questions you may have about the product and confirm whether you'd like a return or refund. Email us at customerservice@cathealthstore.com. Please ensure that you are contacting us within 14 days of your date of receiving the item. Your email to us is the only thing we require within 14 days, any further correspondence or shipping of items, etc. may fall outside that 14 day time frame and still be completely covered by our policy.
- We will then reply to your email (usually within 24 hours or less). At this point, we will provide you with instructions on how best to get the product back to us. In the cases of a purchase refund, we will refund the purchase back to your credit card or Paypal account when the item has been received and is found to be in unopened/unused condition. In cases of product exchange, we will begin a new order of the item you would like, which will be sent out as soon as the returning item has been received and is found to be in unopened/unused condition.
- Follow our shipping instructions carefully - which will allow you ship the item back to us. All shipping costs of returned items to our store directly (rather than directly to a manufacturer) will be reimbursed by us. You will not be charged for shipping of returned, non-custom items that are found to be in unopened/unused condition.
- We will respond by email to confirm that we have received the item and that your refund or exchange has been processed.
Please follow up with us at any time via the email address above. We will be happy to provide you with updates as to the status of your return/refund.
If you have any questions regarding our return/refund policy please contact us before you make your purchase, by emailing customerservice@cathealthstore.com or phoning 1-888-971-2287, so that we can ensure you are well informed about our policies.
