GENERAL SHIPPING INFORMATION




  • We ship Domestic and International
  • Orders typically take 5 to 15 business days to arrive after processing and shipping.
  • You will be notified via email when your order has been shipped.
  • Tracking information is available upon request after your order has been confirmed shipped.
  • Contact Customer Service at catlico18@outlook.com  for any concerns or issues.
  • ARRIVAL TIME WITH FREE SHIPPING IS NOT GUARANTEED

     

    What is Processing time?

    Total Delivery Time = Processing Time + Shipping Time

    After we receive your order, every item will undergo strict quality control in order to ensure the product’s quality. The precise processing time is variable and dependent on may factors (e.g. item design, material and complexity). Items which feature stitching, multiple materials, embellishments, decorative work and intricate patterns may require additional time during the detailed QC process. For relatively simple items and small orders, generally speaking, the average processing time is approximately 3-7 business days. However more complicated items and/or larger orders can require up to 15 days and, occasionally 16 days to fully process before shipping out. Your satisfaction is important to us and we appreciate your patience.


    1. Due to customs clearance times getting longer, Standard Rate Shipping  times have been affected.

    2. Annual Chinese Public Holidays: Chinese Lunar New Year (usually in February), Labor Day (1st of May every year), Chinese National Day (1st of October every year. Please note that all delivery times will be affected during these times of year as the service from all our suppliers and logistics operators will be disrupted. There is often a delay of 5-10 days and sometimes even longer. We sincerely apologize for any delays caused during these periods and kindly ask our customers to be patient.

    3. Processing Time: Inn order to guarantee the quality of products, our suppliers has to prepare your goods before they are shipped out. We perform strict quality control on the products and carefully package your items.


    Important Notes:

    • Certain items are prohibited by some shipping carriers. If your order contains these items for the shipping carrier you selected, we will re-route your order via another carrier to ensure it arrives safely. This may require additional shipping time.
    • All estimated/typical delivery times are derived from real world data collected from past orders. They are approximate times fro reference only.
    • Shipping times will be affected during public holidays; manufacturers and couriers will limit their operations at these times. This is outside our control. Normal service resumes immediately after each holiday.
    • It can take up to a few days following order shipment before the Tracking Number becomes active on the courier’s system. If the information has not appeared on the courier’s website, please try again later.
    • Catlico.com dropships all packages from our suppliers warehouse and distribution centers.
    RETURNS
    ----
    Our policy lasts 14 days. If 14 days have gone by since your purchase, 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.
    Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
    Additional non-returnable items:
    * Gift cards
    * Downloadable software products
    * Some health and personal care items
    To complete your return, we require a receipt or proof of purchase.
    Please do not send your purchase back to the manufacturer.
    There are certain situations where only partial refunds are granted: (if applicable)
    * Book with obvious signs of use
    * CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
    * 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
    Refunds (if applicable)
    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.
    Late or missing refunds (if applicable)
    If you haven’t received a refund yet, first check your bank account again.
    Then contact your credit card company, 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 you still have not received your refund yet, please contact us at catly.au@outlook.com.
    Sale items (if applicable)
    Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
    Exchanges (if applicable)
    We only replace items if they are defective or damaged on arrival.  If you need to exchange it for the same item, send us an email at catly.au@outlook.com and send your item to: 13 Mosta Court, Mackay, QLD, 4740, Australia.
    Gifts
    If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
    If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
    Shipping
    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.