General

1. Where do I enter the discount code?

If you have a promo code for a discount, you may only enter it from the checkout page.

2. Why was my discount code not accepted?

Discount codes are only valid on full-priced items and cannot be used on sale, non-branded KittySpout items or in conjunction with any other code or promotional offer unless stated. If you are still having problems using your code, please email our customer service team on [email protected]

3. How do I unsubscribe from emails?

In the footer of every email, there will be an unsubscribe button. Click the link and confirm that you would like to unsubscribe. We’ll miss you & your kitty, though!

Shipping

1. I made a mistake on my shipping address, can I change it?

Generally, you can change your shipping address within 24 hours. Make sure to contact us immediately with your order number, and the correct address. The more information you provide, the sooner we can change your information. Although we cannot guarantee that we'll catch your order in time before it enters processing, we will try our absolute best to make the requested changes.

Make sure you type ‘Urgent: Change Order Details’ in the subject line. Any other title may cause delay in the delivery of your order.

Please keep in mind that your order may already have been dispatched. In this case, we won't be able to send you another one so it’s best to contact the postal service.

2. Will I get a tracking number after making an order?

Yes! all orders will include a tracking number. It will automatically be sent to your email. You can track your order directly at our site by clicking here.

If you received a shipping confirmation email with your tracking number, it means that your order has been shipped. Tracking numbers can take 5-9 business days to update depending on the shipping carrier. This is usually due to our high volume of orders.

3.- How do I track my order?

As soon as your package is shipped, you may receive an email notification confirming the shipment. The email will provide you with the tracking number for your package and a link to the shipping carrier's website.

If there is a problem with your tracking number or package delivery, please contact the courier directly. Please allow 1 - 4 days for the tracking information to show up. In some rare case, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time at [email protected].

4. My tracking information shows my package was delivered, but I haven’t received it. What do I do?

We're very sorry to hear that you haven't received your package yet. When the tracking information indicates that the package was delivered, this means it was delivered to the shipping address provided to us at check-out. Please review the options below as it may help with locating your package.

A. Double check your shipping address.

We recommend to double check the shipping address you entered to ensure it was correct. Please make sure that the home number and unit number (if applicable) are correct.

You can check the shipping address that was provided to us at check-out by checking your order information email sent to you after purchase.

Kindly note, in the instance that an incorrect shipping address was provided to us, KittySpout cannot be held accountable for mis-delivered packages. Customers are responsible for ensuring that all information provided to us at check-out is correct. If you believe your package was delivered to an incorrect address, please try to get in touch with the residents of that address to see if they can accept the package on your behalf.

Otherwise, keep an eye on the tracking information provided to see if it updates to show the package is being "returned to sender". If this is the case, please contact us with your order number and we'll be happy to ship you another package to your intended address.

B. Check with your household members and your neighbors.

When a package is delivered, most carriers will simply deliver it to the address provided on the shipping label, and not necessarily to the recipient listed. Therefore, please check with your household members as there is a chance someone else may have accepted the package on your behalf.

We also recommend to check with your neighbors to see if anyone has accepted the package for you.

C. Check your mailbox and any safe drop areas around the parameters of your home.

In most cases, the carrier will specify on your tracking link where the package was delivered to (a mailbox, the front door, etc). We still recommend, however, to check all possible areas where it could have been delivered to rule out the other options.

What does safe drop mean? Safe drop refers to any locations around your household premises where your package may be deemed better hidden from passersby by the individual delivering your package. Please check around your porch, near your garage, and backyard entrance to see if the package is there.

D. For businesses - check with the security guard, mailroom, and front desk.

If your shipping address is to a business, there's a very good chance it was delivered somewhere and/or to someone else. Please check with your mail room, front desk, and security guard to see if anyone has accepted the package for you.

E. For apartment buildings - check with security or front desk/concierge.

In many instances for apartment buildings, the package will be delivered to concierge or security. Please check with your building's front desk or management office to inquire if they have received your package.

F. Contact your local post offices.

There's a chance that your package may have been held at one of your local post offices instead, despite the tracking showing as being 'Delivered'. We recommend to contact your local post offices to inquire if they're holding your package. Be sure you're contacting the number of that exact post office, and not the general support line of the carrier.

G. Wait 24-48 hours for your package to deliver.

On rare occasions, the carrier may mark the package as being delivered earlier than it actually is. Please wait 24-48 hours for your package to deliver or for the carrier to issue another update.

If you have done all of the above and still do not have your package, please contact us with your order number and we'll be happy to help you further.

Please note: We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.

If you have previously experienced lost or stolen packages where you reside, we encourage you to have your package delivered to a work address to ensure that you receive it safely.

5. I think my package was lost or stolen. What do I do now?

KittySpout is not responsible for lost or stolen packages. The carrier will generally determine if your order can be left in a safe secure place at your delivery address.

6. I have a military address, can I place an order with you?

Yes! We ship to military addresses. All mail is shipped via USPS to a military base who is then responsible for delivering the package to your final destination. For military orders, delivery times can be upwards of 15-20 business days.

7. How long does shipping take?

The speed of receiving your order can vary on a few things such as your shipping method and the shipping address. Each shipping method has its own handling time/benefits that you may compare on our shipping page.

8. Can I ship the products to an address that is different from my billing address?

Yes, definitely! You can do so by filling in your address as the ‘billing address’ and the address you wish to ship your order to, as the ‘shipping address’

Order

1. How do I place my order online?

Go to that product page and follow the steps:

Step 1: Click the “Add to Cart” button on the products you wish to purchase and they will be added to your shopping bag. The shopping bag will pop-up with the total amount to be paid and the checkout button. If the cart did not open, you can click on your shopping bag in the top right corner of the page and it will appear. 

Step 2: Now you can either "Continue shopping” or click on the “Checkout” button to proceed to checkout.

Step 3: Click "Checkout" or "Express Checkout with PayPal". By clicking on one of those buttons you will be redirected to the checkout page. There you will be asked to complete all details requested from you on the form including shipping address, billing address and a form of payment. 

Step 4: Once the order is placed, you will see a confirmation page with an order number. Also, we will send you an email confirming your order within seconds. If you haven't received that email, please check in your spam folder and verify the email address you typed on the order confirmation page so that we can contact you.

Step 5: Shipments will be dispatched from our warehouse within 1-4 business days (excluding pre-order and backorder items purchased). You will receive a confirmation and valid tracking number that will show record within 48 hours. If your order is delayed, you can reach our customer service team at [email protected].

2. Can I buy multiple products in a single order?

Sure you can! Just add all the products you want to your shopping bag and then click on the “Checkout” button located inside the cart. Navigate to the cart by clicking on the top right bag icon and scroll down to "Checkout". This way you can save on any additional items and save time.

3. Can I cancel my order?

The KittySpout order process is automated to distribute products quickly and accurately. We do apologize, but once the order has been placed it can NOT be cancelled. We receive a lot of orders and we are unable to go though them individually, as this would cause delays to other orders. Please review your items carefully before completing your orders.

4. My order is partly fulfilled. What does this mean?

Don’t worry! This is a completely normal situation. This just means that different items of your order may have been shipped from different warehouse locations or they have a delay due to pre-order, sale items or back-order products.

5. I received an email saying that I have to verify my order details. What does this mean?

We have a very secure and smart payment system. If our system detects that your order is a potential risk of fraud, we will place your order on-hold and reach out to you to verify the details of your order for the safety of our company and for the credit card holder. For example, if you are placing an order with a credit card that is issued in a different country than where you are placing the order from, our system will detect the difference in countries and your order will be flagged as a potential risk of fraud.

To verify these details, please simply respond to the email that was sent to you from a Support Representative at KittySpout.

6. Will I receive my items in one package?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages to ensure quality in packaging, even if you've specified combined shipping. Please keep this in mind when receiving deliveries.

 

Payment

1. I recently purchased an item online and now it´s discounted. Can I get the discounted price?

Pricing on the website is subject to change without notice. Orders placed before promotions are not eligible to receive new promotions or discounts. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of the offer, and to modify or cancel any promotion due to unforeseen issues.

2. What payment methods do you accept?

We accept all major credit cards including Visa, Mastercard, Visa Debit, American Express, Discover, Diners and Paypal. Currently we stopped accepting Amazon Payment but we believe this service will be available in the future.

We don’t accept checks or money orders, but you can purchase through Paypal if you’re concerned about entering your credit card information online. Simply click the “Paypal” button in the shopping cart.

3. When will my credit card be charged?

Your credit card will be charged once your order is processed to ship.

Please note that once credit card authorization is received, depending on your bank, the funds may be reserved up to 30 days. Please check your bank's policy. If you are paying with a debit card, please verify with your bank if there are limitations on daily withdrawal amounts on your card. KittySpout reserves the right to request additional identification. If necessary, we will contact you by e-mail.

4. What steps does KittySpout take to prevent credit card fraud?

We have multiple security processes in place. For one, we will never save your credit card information at KittySpout. This remains the private property of the card holder at all times before, during, and after the product purchase. Also, all transactions are processed through secure forms of payment which are used by millions of people daily and are heavily encrypted by third party-payment processors.

In addition to processing all credit card sales via a fully secured and reputable third party payment processor, your checkout experience is protected by industry standard 128 Bit SSL encryption to protect your private data.

Our trusted online payment partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team. When our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents. The ID documents help us ensure that the purchases were indeed made by a genuine card holder.

5. What if my credit card is denied?

You will receive an error message immediately if there is a problem with processing your credit card. You'll have the opportunity to enter a new card number if this happens. Please make sure that all of your personal information matches the exact information (name, address, etc) associated with your credit card. If some information doesn't match, the transaction will not go through, as we have a very secure payment process. If you are unsure, please call your credit card company to verify the information they have on file.

6. I've been charged multiple times, what do I do?

Please confirm if you received an email confirmation via the email address you entered. If you see multiple pending charges on your bank statement, note that they will drop off your account in a few business days depending on your bank’s institution. Please contact your bank if you have any further questions regarding the pending charges. Please be sure the billing address you are providing is matching the exact billing address associated with your credit card and only click the submit button once to prevent multiple charges.

7. I have not received my refund yet, why is that?

If you haven’t received a refund yet, first check your bank account, 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.

8. What currency will be used when I place my order?

All prices listed on the website are in the currency that you choose. However, all final checkouts are in US dollars. For international orders, the bank that has issued your credit/debit card determines the exact exchange rate that you will be charged. The amount taken from the original funding source is returned in full when refunded by the seller. Please note that we cannot be held responsible for any discrepancies caused by exchange rate.

How can we help?

If you’ve still got questions, the answers you’re looking for might be in our help centre. If you’d like to get in touch with us, feel free to contact our team!