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      Returns/Refund Policy

      All products on this site are made to order so as a result we do not accept any returns or exchanges. All sales are final so you should double check to make sure you are ordering the correct size product. If you received a defective item, we'll gladly replace it. Defective items will be exchanged for the same type of product in the same size after a clear picture of the defect is sent to us.

      1. https://kittycatpalace.com may, but are under no obligation to, honor requests for refunds for the following reasons:

      • Non-delivery of the product: Due to an issue with the mail or courier service, you do not receive your item. If we provide you a tracking number and it shows delivery, then you must file a claim with the courier. Email us at support@kittycatpalace.com, and we will do everything we can to assist you. Any "Unreceived package" claims must be made within 30 days of the date that you were notified that it was delivered. Any claims after the 30 day period will not be accepted.
      • Defects with the item: If an item arrives and is defective, we will replace the item as quickly as possible. This is very infrequent but can happen in production. If the defective or damaged item is shipped, we will replace that same item.
      • Product not-as-described: A request based on this reason is addressed on a case-by-case basis and subject to our approval. You will need to send us a photo of the item so that we may address the issue. Please send all relevant pictures and information to support@kittycatpalace.com, and we will help to resolve the issue.

      2. Mistake with the order: It doesn't happen often, but if you find there was a mistake with your order email support@kittycatpalace.com, and we'll work with you to make it right. Often, this will simply require that you send us a pic of our error so we can a) verify your claim and b) shame the offending department.

      3. Order cancellations: We process orders very quickly, so changes and cancellations cannot always be fulfilled. If a request is sent to support@kittycatpalace.com before the item is processed, the order may be cancelled and payment refunded. Once an item is processed, we cannot issue a refund. If you wish to cancel an order, you must immediately contact our customer care team (within the hour) at support@kittycatpalace.com.

      4. Every other case is handled on an individual case basis. All support issues must be sent to support@kittycatpalace.com