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Finding Products
Learning More about Products
Adding Products to Your Shopping Cart
Adding Products to Your Wish list
Viewing Product Availability
Delivery Rates and Times
Calculating Delivery Time
Completing Your Order
What to Expect After Completing Your Order
Pricing Policy
How do I cancel my order?
Why was my order cancelled without me requesting it?
Are there any circumstances where an order cannot be cancelled?
What happens if my order has been shipped?
Missing or Damaged Shipments
Delivery Problems
Returns
Return Conditions
Restocking Fees
Exchanges
Manufacturing
Refunds
Return and Exchange
Policy Exceptions
Finding Products
There are two ways to find products on www.thecatconnection.com: Searching by Keyword or Product Number in the search box or by browsing the categories on the left hand side of the webpage.
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Learning More about Products
Clicking on an image or title of an item will take you to the product page. This page lists all the details about the item so you can review them before you make your purchase.
If you would like more information about a product you see on www.thecatconnection.com, or have additional questions that you need answered, please give our customer service department a call at 866-386-6369(8-5 CST Monday thru Friday.). Our friendly customer service department has first hand knowledge of all products that we carry and will provide any additional information about the product in question.
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Adding Products to Your Shopping Cart
To purchase an item, you must first add it to your Shopping Bag.
1. Select your color and/size if applicable.
View all the sizes and colors available for the item you are considering. Then make your selection.
2. Click the Buy Now button.
After you have successfully added an item to your shopping cart you will be able to view it in both the mini cart on the left of the webpage and by clicking on the Shopping Cart at the top of the screen.
• It may be necessary to choose a size, and/or color for the product you want to purchase.
If a size is not listed it is out of stock and is not available for purchase.
• Enter a quantity in the field provided.
• Make note of the Availability of the product and estimated shipping time. Click the "Buy Now" button to add the product to your Shopping Cart.
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Adding Products to Your Wish list
(You must be a registered user and signed in to use this feature.)
The Add to Wish List link allows you to:
• Save the items that you're thinking about buying.
• E-mail them to a friend for a second opinion, drop a hint, or send just for fun.
These items will remain on your Wish List page until the next time you visit our site, as long as they are still in stock.
This is NOT the same thing as your Shopping Cart. When you decide to purchase an item, you will need to move it from your Wish List to your Shopping Cart in order to complete your order.
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Viewing Product Availability
• Most products on our site are In Stock and ready to ship. Some products are temporarily out-of-stock (Backorder products).
• For more detail about product availability please call us at 866-386-6369(8-5 CST Monday thru Friday.).
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Delivery Rates and Times
Shipping costs are determined by the total weight of the order and by the shipping method selected. Your total shipping charges will be displayed on the "Shipping Information" page, prior to placing your order. You can also display rates by clicking “Check Shipping Rates”, which is displayed underneath the mini cart on the left of your screen.
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Calculating Delivery Time
(Map depicts UPS Ground shipping Time in Transit only)
Delivery Time = Warehouse Handling Time + Shipping Time
• Warehouse Handling Time refers to the amount of time it will take for your order to leave our warehouse.
• Shipping Time is the amount of time it will take your order to ship once it has left our warehouse.
During checkout, you will get to select a shipping method and see the total time it takes for the item to leave the warehouse and ship to its destination. Please note that business days are Monday-Friday, excluding federal holidays within the United States.
• The shipping method you select during checkout will determine the time it will take the order to arrive after it has left our warehouse.
Example: The product you ordered will take 1-2 business days to leave our warehouse. If you select "Next Day Air" shipping, it will take anywhere from 1 to 3 business days for your order to arrive, stock allowing and weekends excluded.
• For more information about delivery of your products give us a call at 866-386-6369(8-5 CST Monday thru Friday.)
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Completing Your Order
After you have added an item to your Shopping Cart you will immediately be able to view your items and start the checkout process.
Here are the steps you'll go through in the checkout process:
(Our instructions will walk you through step by step once you get to your Shopping Cart.)
Click Go to Checkout. If you are a registered customer, provide your login name and password and click Login.
Address Setup: If you are not a registered customer, you may choose to create an account or continue as a guest
Customer Information: Please provide valid shipping and billing addresses. They do not need to be the same, however please note that “Billing Address” means the address where you receive your credit card statement.
If the order is a gift you will be able to provide the details and message for the recipient at this time.
Note: If you have moved recently and have not updated your information with your bank, please do so. In the meantime you may need to enter the old address if it is still on file with your bank. Entering incorrect information can result in a declined credit card.
Shipping Information: This will give you a chance to review your order before it is submitted. You will choose your shipping method at this screen. If you choose a USPS shipping method please make sure that you receive mail delivery at the shipping address provided, if not please go back and enter a valid delivery address. If a UPS shipping method is selected you must provide a physical address, not a PO Box, for delivery.
Please select the type of Credit Card you will be using from the drop down menu. You will enter the number on the next page.
If you have a coupon or promotion code, you must also enter it on this page.
Payment Information: Please enter the name as it appears on the credit card, the card number and the expiration date. Please click the “Continue” tab to complete your order.
Note: Debit/ Check card transactions are automatically deducted from your checking account and typically post within 24 hours of your purchase. If the debit card is declined it will still hold these funds for a period of 24 to 72 hours. We are unable to reverse pending charges.
Order Confirmation: Your order has been successfully submitted. You will receive your Order Confirmation E-mail within a few minutes.
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What to Expect After Completing Your Order
Your order is complete!
After you click the Complete Your Order button, you will be shown an invoice page.
Order Confirmation
You will receive an e-mail Order Invoice within minutes of placing your order. Your order number will be included. We encourage you to save or print your e-mail Order Invoice for your records. If you do not receive the email momentarily and it was not routed to your junk/spam folder, you may want to check with us to confirm that the email address you entered was correct.
Order Shipped & Order Updates
We will e-mail you as items in your order ship, and as we obtain updates on the status of your order. You will be able to check the status of your order and track your order status from our website.
To Review Your Order
Reviewing your Order Information is easy. Just look for Order Status at the bottom of the thank you page. It links you to your Order Status and your Order History.
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Pricing Policy
The Cat Connection is committed to offering quality merchandise at fair, competitive prices. In most cases, the internet prices will reflect store prices. However, there may be some exceptions. Internet sale prices expire at midnight Central time on the date displayed for the item. Prices and sales are subject to change without notice.
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How do I cancel my order?
If you wish to cancel your order after it has been placed, please contact us immediately. You can contact us by e-mail or by phone , referencing the order in question. We recommend calling us right away to cancel an order. Our usual processing time for most in stock items may only be a few hours, so the sooner you contact us, the more likely we will be able to cancel the order before it ships to you.
Note: We will e-mail a confirmation that your order has been cancelled or we will verbally confirm the cancellation if it is done by phone. If you do not get this confirmation, your order may still be processed.
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Why was my order cancelled without me requesting it?
There are certain conditions under which we reserve the right to cancel an order. You will be notified via e-mail if your order has been cancelled and we will offer alternative options, if those options are possible.
Conditions when your order may be cancelled:
If we have requested additional information from you that was needed to process the order and it has not been received in a timely manner
Item has been discontinued and is no longer available
In rare cases when an item is not available through the manufacturer or our network of distributors
A pricing mistake occurred on our website and we are unable to honor the erroneous price
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Are there any circumstances where an order cannot be cancelled?
If your order was for a custom or personalized item such as a piece of cat furniture or custom designed item, the order cannot be cancelled unless it falls under exceptions such as those mentioned above.
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What happens if my order has been shipped?
If it is too late to cancel your order, you can always wait for delivery and return the item by following our return procedures (unopened and unused) to us immediately for a refund. Please note that you will be responsible for return shipping charges. Please see our Return Policy for more information.
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Missing or Damaged Shipments
If your order arrives damaged, defective, incomplete or the wrong item was shipped, please save the carton and all the packing material as well as the item. Notify us immediately (within 3 days) at 866-386-6369 so we can instruct you on the proper handling of the merchandise. This will ensure the quickest replacement. You MUST keep all your packaging materials and original shipping box with UPS or USPS label in order for us to file a claim. Failure to do so will forfeit any damage claim
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Delivery Problems
In rare instances, there may be a problem with delivery. Most of the time, this is because the package was delivered to a side entrance instead of the main entrance and the customer is unable to locate the package. If you believe the package was not delivered to your address or have any other similar problems, please contact us within three days of when the package was supposed to arrive, shipping conformations are sent out via email within 48hrs of shipment. Any longer delays may seriously hinder our investigation.
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Returns
Your satisfaction is always our top priority. We work with our vendor partners to guarantee the quality of our products and we want you to be completely satisfied with your purchase. If for any reason you are not completely satisfied with your purchase, we will be happy to facilitate an exchange to ensure your complete satisfaction. Please note that all returns require a Return Merchandise Authorization (RMA) Number. We always strive to make the Return and Exchange process as easy and hassle-free for you as possible. The process is very simple, please be sure to read our Return and Exchange Instructions for detailed information. Please contact our trained team of Return Specialists should you have further questions.
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Return Conditions
Items must be returned in NEW (unused, untested, and resalable) condition, in the original manufacturer packaging, with all accessories, kit components, promotional items and instruction manuals included. For your protection, items must be returned shipping prepaid, insured for the full value and safely wrapped to prevent shipping damage.
Items that have been used by the customer or items that have been damaged by use cannot be returned to us unless covered by a manufacturers guarantee. We cannot accept returns on orders where a promotional item has not been returned with the order. For example, if you bought an item that came with free batteries or a toy that came with a free accessory. These “extras” must be included with your return to qualify for a full refund.
When repacking an item for return, please be sure to include all the free and promotional items that came with your order as well as all applicable accessories and literature. Generally, as a “rule-of-thumb" you should return the items to us the same way we sent them to you - in the same condition and with all the original contents. If a promotional item is missing, its value will be added to the original price you paid for the order, thus reducing the amount of the refund, if one is to be issued.
If your return is the result of an incorrect shipment by thecatconnection.com, or a damaged or defective product, we will refund merchandise and shipping charges to your original form of payment. We will reimburse shipping charges incurred to return incorrect, damaged, or defective merchandise to thecatconnection.com, not to exceed the published UPS Ground rate for the weight of the package.
We do not accept returns on customized orders such as personalized placemats or cat furniture. Please see Return Policy Exceptions for more information on non-returnable items.
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Restocking Fees
There is no restocking fee for returns of unopened, unused, and untested items returned within 30 days. This means that an item must be in “sellable as new” condition. Please keep in mind that restrictions apply (see Return Policy Exceptions for more details). We reserve the right to refuse to issue credit for any item that has been used, misused or damaged. We also reserve the right to charge a restocking fee of up to 15% on returns of opened, used, or damaged products. At this time we must charge restocking fees on the return of items that have been removed from plastic blister packaging, such as SSScat products, cat harnesses, Feliway brand items, packaged cat toys, etc.
We also reserve the right to charge the restocking fee for exchanges and returns that don’t follow our Return and Exchange Instructions or for high-value orders of $500 and up. Additional fees may apply if the item is not returned in its original packaging.
The restocking fee may be waived if you place a replacement order of equal or greater value at our online store at the time of return, not necessarily for the same item.
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Exchanges
If you are not fully satisfied with your purchase, we will be happy to facilitate an exchange for you. Please return the item to us within 30 days of purchase and you will not be charged restocking fees, provided the item is in NEW (unopened, unused, untested and resalable) condition and it does not fall into our Return Policy Exceptions category.
If an item is defective, it can be returned for an exchange within 30 days of purchase, in some instances the manufacturer must be contacted directly for a replacement.
Please remember to include all the contents such as promotional items, accessories, and instruction manuals that came in the original order.
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Manufacturing Defects
Items with manufacturing defects must be sent directly to the specific manufacturer in accordance with the Warranty terms after our 30 day return window has passed
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Refunds
Product Refunds - To qualify for a refund, our Return Conditions and Return and Exchange Instructions must be followed. If our steps are not followed, a refund will be issued in accordance with the condition of the returned merchandise and the value of any missing items. Refunds are not issued before the merchandise has been received, evaluated and processed by our Returns Team.
Shipping Refunds - Shipping charges are not refundable. We do not offer refunds for shipping charges, including but not limited to domestic Ground, Express or International shipping. Please be advised that we are unable to refund any fees imposed by an entity other than The Cat Connection, such as customs or brokerage fees.
You will need to contact us prior to returning an order in order to receive a return authorization number to place on your package. For returns made within 30 days of the initial shipment date, we will issue you a refund in the form of your original payment method. Purchases of Gift Cards and Online Gift Certificate are non-refundable. If you prefer to make an exchange, we will use the credit balance for your new order. Shipping charges for your new order will be charge to your original form of payment.
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Return and Exchange Instructions
We have a hassle-free Return and Exchange process with step-by-step guidelines for your convenience. To return or exchange an item, please follow these simple steps:
Call us at toll free at 866-386-6369 to obtain a Return Merchandise Authorization (RMA) number. No return or exchange will be accepted without an RMA Number.
Once your RMA request is submitted, you will be emailed a page with Return Instructions and Merchandise Return Summary which contains an RMA number that is valid for 10 business days.
Pack the item securely using as much of the original packing material that was left. Please note that we do not accept COD shipments. Please use carriers that offer delivery notification such as UPS, USPS, or FedEx. Using one of these carriers will make shipment tracking possible. Please be sure to insure the package for full value of the merchandise. The merchandise is still your property until it reaches our warehouse and we are not responsible for any shipping damages occurring at this point.
Please note that we are not responsible for lost or stolen returned merchandise before it reaches our warehouse and it signed for by one of our Team Members.
You will receive a notification as soon as the return has been processed.
All returns are processed within 10 business days of the receipt of returned merchandise. Credit card companies vary in their processes of posting credits back to your account.
To expedite your return, please ship item(s) and your packing slip, stating the reason for the return, to The Cat Connection at:
The Cat Connection
Attn: Returns
14233 Inwood Rd
Dallas TX 75244
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Policy Exceptions
We are unable to accept returns or exchanges on the following items:
• Customized or personalized products including but not limited to personalized placemats, ID tags and cat furniture unless it is the result of an error on the part of The Cat Connection.
• Cat Connection Gift Certificates.
• Special order items including promotional and corporate gifts merchandise.
If an item has been used, we are unable to accept its return. For example, a cat collar that has been worn for several weeks before you decide you do not like the style, or a litter scoop that has been used, but the color just didn’t match the litter box.
At this time we must charge restocking fees on the return of items that have been removed from plastic blister packaging, such as SSScat products, cat harnesses, Feliway brand items, packaged cat toys, etc.
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