SHIPPING

Once shipped, please allow between 1 to 2 weeks for your in-stock or special order products to arrive (subject to availability); and 30-60 days for your vendor direct products to arrive (subject to availability). If more than 60 days have passed, please contact us to review the status of your order. Refunds will be handled through email if necessary.

 

RETURNS

Our regular return policy lasts 30 days after the product has been received. If 30 days have gone by since your order was received, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Please inspect your items for defects immediately after receiving them. Defective items may be exchanged (when available) or returned within 30 days after the product has been received. Beyond 30 days, all defective items fall under the manufacturer's warranty.

To complete your return, we require a receipt or proof of purchase.

Gift cards are non-returnable.

 

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days.

There are certain situations where only partial refunds are granted (if applicable):
- Book with obvious signs of use
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and still have not received your refund, please contact us.

 

EXCHANGES

We replace items with the same product if they are defective, damaged, or the incorrect size. If you need to make an exchange, send us an email.

Defective, damaged, or incorrect items may be exchanged (when available) or returned within 30 days after the product has been received. Beyond 30 days, all defective or damaged items fall under the manufacturer's warranty.

 

RETURN SHIPPING

To return your product, you may contact us directly or mail your product to: Kitties & Cream, #101-437 Fitzwilliam Street, Nanaimo, BC, V9R3A9.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.