Frequently Asked Questions

How much is delivery?

Delivery is FREE on all orders. This applies irrespective of your location as long as we ship to your country.
Products are usually despatched separately even if you have ordered them together. If you would like to have items sent to separate addresses please complete a separate order for each address.

Where do you ship to?

We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.

How long does shipping take?

Once your order has been dispatched, we offer the following times for delivery in business days (Mon-Fri) excluding our 2-5 day processing time. Shipping time varies by location.

Location & Estimated Shipping Time

LOCATION ESTIMATED SHIPPING TIME
United States 10-30 Business days
Canada, Europe 10-30 Business days
Australia, New Zealand 10-30 Business days
Mexico, Central America, South America 15-30 Business days

Read more about: Shipping & Delivery

Do you provide tracking information?

You will receive an email with a tracking number once your order is shipped. For logistical reasons, dispatch times may vary for each item even if they are ordered at the same time. If your order hasn’t arrived in the expected time, please check with your local delivery office before contacting us with the details.

How do you ship packages?

We ship directly from our warehouses in Asia and in USA. Products are usually dispatched separately even if you have ordered them together. If you would like to have items sent to separate addresses please complete a separate order for each address.

What about customs?

We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.

Will my items be sent in one package?

We ship directly from our warehouses in Asia and in USA. Products are usually dispatched separately even if you have ordered them together. If you would like to have items sent to separate addresses please complete a separate order for each address.

I am not able to see my tracking information

For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

What payment types do you accept?

We accept payments made with all major credit cards and PayPal.

What currencies do you charge in?

We accept payments in US Dollars (USD $).

How do i change/cancel my order?

If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Contact us using the online form or email support@catshopheaven.com

What is 45-day money-back guarantee?

Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if you do not receive them within the 45 days guaranteed time (not including 2-5 day processing). 

We do not issue the refund if your order does not arrive due to factors within your control (e.g. providing the wrong shipping address) or your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, strike, delayed by a natural disaster).

I am not able to login into my account

As part of our website’s security measure, you will be unable to login after 8 failed attempts for 12 hours. You can try again after 12 hours or alternatively, you could checkout as a guest. If you have forgotten your password, please click ‘Lost your password?’ at the login page. We recommend using Facebook to login so that you do not have to remember a new password.

If you have any other questions, please Contact Us and we will do our best to help you out.