Do you handle returns?
We encourage you to add your valid US address to your shipping labels as the return address from within your CustomCat store settings. If you do not update this address, we will use the address of our production facility in the return address field coupled with your store name. We are unable to handle the returns process on our partners’ behalf, so if your orders are returned to our production facility, they will be donated.
If your customers wish to return their items, they will contact you as the store owner. It doesn’t happen often, but if a subpar item slips through our quality control checks & makes it to your customer, simply submit a support request & photos within your CustomCat app dashboard. We will send an immediate replacement. Your customer will never be asked to return any items to our facility.
What are your replacement & return policies?
We stand behind the quality of our products & guarantee our workmanship 100%. Any defects or errors on our part will result in a replacement at no charge — simply submit a customer support request with a photo of the items in question & one of our representatives will issue an immediate replacement. Replacement orders are prioritized in our production facility in order to ship as quickly as possible. We typically do not offer returns, refunds, or replacements due to user error such as incorrect selection of sizes, designs, colors, etc.
How can I request a replacement for an item in an order?
For any issues with past or existing orders, please submit a customer support request directly through the CustomCat platform. This allows us access to all relevant account & order information to help you most efficiently. When time is of the essence, this should be your go-to contact method.
You can also email our order-related support team for assistance at [email protected] — please include your store name, order number, photos of the product, & a description of the issue.
What happens if an order is returned to CustomCat (due to a refused package, undeliverable address, etc.)?
We encourage sellers to enter their own Company & Return Address to be displayed on return labels as we do not handle returns on your behalf. This information is customizable within your CustomCat App within each store’s Settings. Please review your store settings to confirm the address you entered is what you would like printed on your shipping labels.
If an item is returned to CustomCat’s fulfillment center for any reason, it will be donated immediately. Because decoration & shipment of these orders has already occurred, no refunds will be issued for these items.
If you would like a returned order to be reprinted & reshipped, you will need to place a new order for the items in question.