Frequently Asked Questions
- I placed an order for an item and it hasn't shipped yet. What's going on?
- What will you do with my information after I create an account?
- What if I forget my password?
- How do you know my name when I visit your site?
- When I enter my name during registration, is it secure?
- Can I place my order over the telephone?
- Why can't I leave a voicemail for customer service?
- My order has shipped but I still can't track it. How can I find out where it is?
- Why did my package arrive in a previously used box?
- Why am I not able to return an item that my cat has used/worn/played with?
- Why was I charged a fee when I refused my package delivery?
- Why did I not receive an email conformation of my order?
- I received an error when I tried to process my order, stating something about an AVS mismatch. What does this mean?
- Why does The Cat Connection not send out printed catalogs?
- Does The Cat Connection Ship Internationally?
- What is the easiest way to find what I need?
- Information The Cat Connection Gathers & Tracks
- Use Of Information
- Sharing Of Information
- Your Consent
- WEB SITE NOTICE
No problem. If you have forgotten your password, we can send it to you! Just enter your username, and click the "Continue" button. We'll send your password to the email address we have on file for your account. We can't give out passwords over the phone or email them to a different email address other than the one used to register.
We use the Secure Socket Layer protocol to protect the security of your online order information. SSL technology encrypts your order information to protect it from being decoded by anyone other than The Cat Connection. For more information on SSL
Yes. You can place your order over the telephone. Please call our toll-free order number at 866-386-6369. We are here to help you 8-5 CST Monday through Friday.
Our customer service department is open Monday thru Saturday (excluding Federal Holidays) between the hours of 8am and 5pm CST. To ensure a prompt response, we as that you call during business hours. We have plenty of people on hand to help you immediately, and let's be real...no one likes to check their voicemail!
Tracking information may not be available for the first 24 to 48 hours after you receive your shipping confirmation email. If 48 hours have passed and you're still unable to track your order, please call us at 866-386-6369 or email email@example.com
To keep our costs lower and to help the environment we choose to reuse boxes whenever possible.
For hygiene reasons we are not able to accept returns on the following used items (unless the item is defective):
- Cat bedding
- Catnip products
- Cat toys
- Litter boxes and accessories
- Grooming products
An order placed and shipped from our warehouse at your request is considered your responsibility as soon as it leaves our warehouse, with the exception of damage during transit. Should you decide that you wish to refuse delivery of an item legitimately ordered from us; a credit will be issued for the item(s), minus return shipping charges and minus a 20% fee. To avoid extra fees, accept the order, leave the box sealed and call us immediately to make arraignments for a return authorization.
sually this occurs if the email address used for the order is entered incorrectly (please double check before placing your order). Many email service providers have strict spam blockers in place to prevent spam emails. You may need to check your junk folder or spam filter to see if an email from us is hiding there.
If you normally do receive our emails, but did not this time it is possible that you did not fully complete your online order. Please call customer service to verify that your order was received by thecatconnection.com. It is also possible that the email servers for our site or perhaps even your ISP were down when the email was first attempted.
If you are a new customer or have never received our emails from thecatconnection.com, this could be due to your email server. Customers who have AOL, Earthlink and similar services with very strict spam filters do not allow our emails through. If this is the case please be sure to add firstname.lastname@example.org to your list of allowed email addresses.
We are not responsible for emails not received for reasons listed above.
AVS stands for address verification system. Usually customers receive this error if the Bill to address provided for the order is entered incorrectly, such as you credit card statement is delivered to your PO Box address and you entered your home address instead. It may be that you have moved recently and your credit card company has not updated their records. There are many reasons that you may receive this message, just rest assured that it occurs to prevent any fraudulent usage of your card. It may seem like a terrible inconvenience, but is much easier to resolve than a stolen credit card. Please give us a call at 866-386-6369(8-5 CST Monday thru Friday.) and we will be glad to take your order by phone.
We do not print a catalog for The Cat Connection. We know that some shoppers might prefer to browse a print catalog. However, because of the number of products we carry (over 2,000) and the high cost to print a catalog, we do not offer one at this time. This helps to keep our costs down so we can continue to offer our great prices on our great merchandise and also helps our environment. We've designed the site to be easy to navigate and read to help you browse our site as you would a catalog.
At this time we are only able to accept orders from the USA (including APO/FPO, Puerto Rico, Alaska and Hawaii), Canada, Argentina, Australia, Austria, Bahamas, Belgium, Bermuda, Brazil, Chile, Colombia, Costa Rica, Cyprus, Czech Republic, Denmark, Dominican Republic, Finland, France, Germany, Greece, Greenland, Guam, Hungary, Iceland, Ireland, Japan, Mexico, Netherlands, New Zealand, Norway, Poland, Romania, South Africa, Spain, Sweden, Switzerland, Ukraine, United Kingdom, Virgin Islands (British) and the Virgin Islands (US).
Please keep in mind if placing an order for International delivery that
- Your order may be subject to import duties and/or taxes, which are levied once your package reaches your Country.
- The Cat Connection ships your package DDU, "duties and taxes unpaid", and does not collect the duties and/or taxes and cannot predict what your particular charges may be. If you do incur these additional charges, they must be rendered in order for your package to clear customs.
- For more information regarding custom policies, please contact your local customs office.
Select one of the category tabs to the left of any page.
Try entering a keyword, phrase or item number into our Search, and click "Go." Then sort your Search Results easily by "Price" "Name" or "Code" to organize everything you've found the way you want it.
This site is owned and operated by The Cat Connection. Your privacy on the Internet is of the utmost importance to us. At The Cat Connection, we want to make your experience online satisfying and safe. Because we gather certain types of information about our users, we feel you should fully understand the terms and conditions surrounding the capture and use of that information. This privacy statement discloses what information we gather and how we use it. Under no circumstance does The Cat Connection divulge any information about an individual user to a third party.
The Cat Connection gathers two types of information about users:
- Information that users provide through optional, voluntary submissions. These are voluntary submissions to receive our electronic newsletters, to participate in our message boards or forums, to email a friend, and from participation in polls and surveys
- Information The Cat Connection gathers through aggregated tracking information derived mainly by tallying page views throughout our sites. This information allows us to better tailor our content to readers' needs.
Optional Voluntary Information
We offer the following free services, which require some type of voluntary submission of personal information by users.
Electronic Newsletters (dispatches)
We will offer a free electronic newsletter to users. The Cat Connection gathers the email addresses of users who voluntarily subscribe. Users may remove themselves from this mailing list by following the link provided in every newsletter that points users to the subscription management page. Users can also subscribe to the newsletters at the time of registration
Message Boards & Forums
Users of the site's Message Boards and Forums must register separately for these services (both are free of charge) in order to post messages, although they needn't register to visit the site. During registration the user is required to supply a username, password, and email address.
"E-mail this to a friend" Service
Our site users can choose to electronically forward a link, page, or documents to someone else by clicking "E-mail this to a friend". The user must provide their email address, as well as that of the recipient. This information is used only in the case of transmission errors and, of course, to let the recipient know who sent the email. The information is not used for any other purpose.
We may offer interactive polls to users so they can easily share their opinions with other users and see what our audience thinks about important issues. Opinions or other responses to polls are aggregated and are not identifiable to any particular user. The Cat Connection may use a system to "tag" users after they have voted, so they can vote only once on a particular question. This tag is not correlated with information about individual users.
The Cat Connection may occasionally conduct user surveys to better target our content to our audience. We never share any of this information about specific individuals with any third party.
We give users options wherever necessary and practical. Such choices include:
- Opting not to register and receive our electronic newsletters.
- Opting not to participate in certain interactive areas. Which will completely alleviate the need to gather any personal identifiable information from our users.
Consistent with the Federal Children's Online Privacy Protection Act of 1998 (COPPA), we will never knowingly request personally identifiable information from anyone under the age of 13 without requesting parental consent.
The Cat Connection tracks user traffic patterns throughout all of our sites. However, we do not correlate this information with data about individual users. The Cat Connection does break down overall usage statistics according to a user's domain name, browser type, and MIME type by reading this information from the browser string (information contained in every user's browser).
The Cat Connection sometimes tracks and catalogs the search terms that users enter in our Search function, but this tracking is never associated with individual users. We use tracking information to determine which areas of our sites users like and don't like based on traffic to those areas. We do not track what individual users read, but rather how well each page performs overall. This helps us continue to build a better service for you.
The Cat Connection uses any information voluntarily given by our users to enhance their experience in our network of sites, whether to provide interactive or personalized elements on the sites or to better prepare future content based on the interests of our users. As stated above, we use information that users voluntarily provide in order to send out electronic newsletters and to enable users to participate in polls, surveys, message boards, and forums. We send out newsletters to subscribers on a regular schedule (depending on the newsletter), and occasionally send out special editions when we think subscribers might be particularly interested in something we are doing. The Cat Connection never shares newsletter mailing lists with any third parties, including advertisers, sponsors or partners.
When we use tracking information to determine which areas of our sites users like and don't like based on traffic to those areas. We do not track what individual users read, but rather how well each page performs overall. This helps us continue to build a better service for you. We track search terms entered in Search function as one of many measures of what interests our users. But we don't track which terms a particular user enters.
The Cat Connection creates aggregate reports on user demographics and traffic patterns for advertisers, sponsors and partners. This allows our advertisers to advertise more effectively, and allows our users to receive advertisements that are pertinent to their needs. Because we don't track the usage patterns of individual users, an advertiser or sponsor will never know that a specific user clicked their ad. We will not disclose any information about any individual user except to comply with applicable law or valid legal process or to protect the personal safety of our users or the public.
The Cat Connection uses the above-described information to tailor our content to suit your needs and help our advertisers better understand our audience's demographics. This is essential to keeping our service free. We will not share information about individual users with any third party, except to comply with applicable law or valid legal process or to protect the personal safety of our users or the public.
The Cat Connection operates secure data networks protected by industry standard firewall and password protection systems. Our security and privacy policies are periodically reviewed and enhanced as necessary and only authorized individuals have access to the information provided by our customers.
ALLOWING NON-COMMERCIAL USE OF WEB SITE MATERIALS (Granting Users the Limited Right to Print, Download, and E-Mail Materials Copyrighted Materials From the Site for Non-Commercial Purposes)
You are encouraged to print and download portions of material from the different areas of the Site solely for your own non-commercial use provided that you agree not to change or delete any copyright or proprietary notices from the materials.
You may also transmit copies of such portions of materials by email, for your personal, non-commercial use only, provided that you agree not to change or delete any copyright or proprietary notices from the materials.
The Copyright Owner does not allow the reposting of any of its content on other sites on the World Wide Web, except in the case of a specific licensing agreement for that purpose.
You may not modify, copy, change, alter, reproduce, republish, upload, post, in any manner, the material on this site.
You may not use or distribute the materials on this site except as stated above.