Returns FAQ

  • Do you handle returns?

    We are unable to handle the returns process for all of our sellers, so if your items are returned to our production facility, they will be donated. It’s required that you provide a valid return address & a name to list on your shipping labels. If your customers wish to return their items, they will contact you — 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 request & photos within your CustomCat app dashboard. We will send an immediate replacement.

  • 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 service request with a photo of the items in question & one of our representatives will issue an immediate replacement. We typically do not accept 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 service request directly through the CustomCat app. 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.

  • 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.