Shipping and Return PolicyPlease note: we will make every attempt to ship your order out within 48 hours of receipt (stock allowing) and provide you with a FedEx or USPS tracking number. Once your order is in transit, Please contact the carrier directly regarding package status. Please remember, our shippers do not pick up orders from us on weekends, so even if you’ve received a tracking number on a Friday, Saturday or Sunday, the shipper may not have possession of that package until the next business day.
(Map depicts FedEx Ground shipping Time in Transit only from Dallas, Texas 75244)
- Shipping costs are determined by the total weight of the order and by the shipping method selected.
- Please allow 7-10 days for delivery of orders using the Free Shipping Method.
- Shipping Time is the amount of time in transit once it has left our warehouse.
- For more information about delivery of your products give us a call at 1-866-386-6369 (9-5 CST Monday thru Saturday).
FREE SHIPPING POLICY
In our continued effort to make your shopping experience as easy and efficient as possible, we are happy to provide free shipping for purchases of $50* or more and shipping within the Continental US or to APO/FPO/DPO addresses. The free shipping method must be selected at checkout for the discount to apply. *This offer does not apply to orders containing cat food, kitty litter, litter boxes, kitty bloom, and other excluded items.
Shipping is available to the following countries: Please check the import regulations for your country prior to placing an order, as we cannot be responsible for items seized by customs. Wet, dry, and freeze-dried foods are only able to ship within the United States, U.S. Territories, and APO/FPO addresses.
- United States
- Australia – catnip and catnip filled toys are unable to ship to AU
- Hong Kong
- Isle of Man
- New Zealand
- Puerto Rico
- Saudi Arabia
- South Africa
- United Arab Emirates
- United Kingdom
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 or return to ensure your complete satisfaction.
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, 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.
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. 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 20% on returns of opened, used, or damaged products. 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 the time of return.
Items with manufacturing defects must be sent directly to the specific manufacturer in accordance with their warranty terms after our 30 day return window has passed.
Product Refunds - To qualify for a refund, our Return Conditions and Return and Exchange Instructions must be followed. If these 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 charged to your original form of payment.
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.
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, be sure to check with your credit card provider for those details.
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
14233 Inwood Rd
Dallas TX 75244
Return 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.