FAQ
Orders
How long does it take to process my order?
All orders are processed within 1 to 3 business days (excluding weekends and public holidays). You'll receive a confirmation email straight away, and a second email with tracking once your parcel is on its way.
Can I change or cancel my order?
Yes, if you're quick. Email us at support@catspeomate.com within 12 hours of placing your order and we'll sort it out, provided it hasn't been dispatched yet. After dispatch, our returns process applies.
I entered the wrong address. What now?
Contact us at support@catspeomate.com within 12 hours. Once a parcel has left the warehouse we can't redirect it.
Shipping & Delivery
How much is shipping?
Shipping is free to the United Kingdom, United States and Canada. No minimum spend, no surprises at checkout.
How long will delivery take?
United Kingdom and United States: 5 to 12 business days. Canada: 6 to 14 business days. These are estimates and can be affected by courier schedules and seasonal demand.
Where do you ship from?
We work with verified fulfilment partners and global suppliers, which is how we keep prices fair without cutting corners on quality. Your parcel ships from whichever partner warehouse can get it to you fastest.
Do you ship outside the UK, US and Canada?
Not at the moment. We're focused on serving these three markets properly first.
Will I have to pay customs or import charges?
Any import duties or taxes are set by your local customs authority and are the customer's responsibility. In most cases for UK, US and Canadian orders there's nothing extra to pay.
Tracking
How do I track my order?
Once your order is dispatched you'll get an email with your tracking number and a direct tracking link. You can also use our Track Your Order page.
My tracking hasn't updated in a few days. Is something wrong?
Usually not. Tracking often goes quiet while a parcel is in transit between countries, then updates all at once when it reaches your local courier. If there's been no movement for 7 days, email us and we'll chase it.
Returns & Refunds
What's your return policy?
You have 30 days from delivery to request a return. Items must be unused, unwashed, in original packaging with tags attached, and free from pet hair or odours. UK and EU customers also have a 14-day right to cancel for any reason.
How do I start a return?
Email support@catspeomate.com with your order number, the reason for the return, and clear photos. All returns must be approved before you send anything back, and we'll give you the correct return address with your approval.
What if my item arrives damaged or wrong?
Contact us within 48 hours of delivery with photos. We'll cover all return costs and send a free replacement or a full refund including shipping.
How long do refunds take?
Once your return is received and inspected, approved refunds are issued to your original payment method within 5 to 7 business days. Your bank may take a little longer to post the funds.
Do you offer exchanges?
Not directly. The fastest way to get a different item is to return the original and place a new order.
Products & Payment
What payment methods do you accept?
All major credit and debit cards, plus PayPal. Every transaction is encrypted and processed securely — we never see or store your card details.
Is it safe to order from your store?
Yes. We're FI GLOBAL COMMERCE LTD, a company registered in England and Wales (registration number 17327441). Our full company details are on our Legal Notice page.
The product colour looks different on my screen.
Screens vary, so colours can appear slightly different from the real thing. If a product isn't what you expected, our 30-day return policy has you covered.
Still need help?
Email us at support@catspeomate.com and we'll get back to you. Support hours: Monday to Friday, 9:00 AM to 5:00 PM (GMT).