Order Cancellation
Your order can be cancelled up until it ships. Once an order has been processed and ships, it can no longer be canceled.
Refunds
Your satisfaction is our #1 priority. We want you to shop with confidence. That’s why we proudly offer an absolute satisfaction guarantee that ensures our customers receive exactly the item they ordered as described and on time.
Our main goal is to make our customers happy, and everyone who shops with us receives our service guarantees:
- Full refund is the item received is not as described or arrives damaged;
- Partial refund (minus shipping costs) if you change your mind once you receive your order. Costs to return the item are at the customer’s expense.
Unfortunately, refunds are NOT offered if:
- Your order does not arrive because an incorrect address was provided by the client
- Your order does not arrive due to exceptional circumstances beyond our control (e.g. delayed by natural disaster)
How to Return or Exchange an Item
If an item arrives damage or not as advertised, we require that you submit photo evidence via email at support@catdogandmore.com within 14 days of receiving the item. If your claim is approved, a refund will be issued to the card it was purchased with.
If the product packaging is damaged but the item itself is intact, please submit your claim directly with the courier.
In the case where a package is marked as received but you have not received it, please submit a claim directly with the courier.
If you experience any of the above situations, please report the issue within 14 days of receiving the item. After 14 days have passed, you agree that the product arrived in satisfactory condition and you intend on keeping the item.
How to Request a Refund or Exchange
Mistakes happen and we are here to help! If you would like to return your item for a refund or exchange your item, please follow these 4 simple steps.
- Contact our Customer Support Team by email at support@catdogandmore.com and include any photo evidence as required.
- Once your refund or exchange has been approved, please arrange to have the product returned to us at:
Suite 110 – B102, 5212 48 St
Red Deer, AB
T4N 7C3
Canada
- Once you have shipped the item, please provide us with the item’s tracking number. (Please note that the customer is solely responsible for the costs associated with returning the item)
- Once we have received the item, a refund or exchanged item will be issued, depending on your initial request. All refunds will be immediately returned to the credit card used to purchase the item.