PRODUCT DETAILS AND FEATURES
Where is The Fur Manufactured?
Our store features handmade products crafted from repurposed fur materials, sourced as by-products from the food industry outside of the United States. The use of this fur serves a practical purpose, preventing it from going to waste. We don't produce the fur pom poms, mice, and other fur items in-house; instead, we procure them in bulk from a reputable manufacturer with over 30 years of expertise in crafting fur cat toys. If you have any additional questions, please don't hesitate to ask.
Where is the Sparkle balls made?
Our store features products crafted from non-toxic and safe materials, sourced outside of the United States. We don't produce the tinsel, cotton yarn sparkle balls in-house; instead, we procure them in bulk from a reputable manufacturer with over 30 years of expertise in crafting of sparkle balls. We specifically request these to be made as tightly woven as possible to be able to handle cat play. If you have any additional questions, please don't hesitate to ask.
ORDERS
How Do I change my Password?
On the login page, there is a Forgot Your Password? link - if you click that, you will be emailed a link to reset your password
What if I forgot my Password?
If you forget your password on our store, you can reset it by clicking the "Forgot your password?" link on the login page. You will then be prompted to enter your email address and request a new password. A password reset email will be sent to your registered email address, containing a link to change the password
How to leave a note on the order?
How to Add a Note During Checkout:
*While checking out, look for an "Order Comments" or "Instructions" field. This is usually located near the shipping address and payment information.
*Enter your note in the provided text box. This field is often a single-line or multi-line text area.
*Continue with your checkout process. Your note will be associated with your order and visible to the store owner.
How to Add a Note After Placed Order in Your Account Order History:
*Log in to your BigCommerce account.
*Navigate to your order history. This is usually found under "Orders" or "Order History".
*Find the specific order you want to add a note to.
*Look for a "View Notes" option or a similar feature. According to BigCommerce.
*Enter your note in the provided field. This may be a "Order Comments" or "Staff Note" field.
*Save your changes. Your note will be added to the order details.
PAYMENT OPTIONS
What forms of payment do you accept?
We accept Visa, MasterCard, American Express, Discover, Apple Pay, Google Pay and PayPal. We also accept Kats'N Us Gift Cards.
SHIPPING
How long will it take for my order to arrive?
Please refer to our Shipping & Returns page. Here is the link: /shipping-returns/
What shipping methods do you offer?
We primarily ship with the USPS post office. At checkout you will see all the options which will include UPS, Fed EX and DHL. Please refer to our Shipping & Returns page for more info:
/shipping-returns/
Do you offer express or expedited shipping options?
Yes, we do. At checkout you will see the available options.
Do you offer international shipping?
Yes. There may be some restrictions on certain products depending on the country.
Do you provide free shipping on orders over a certain amount?
Yes. Most Orders totally $9.99 and up to $75.00 (before discounts) qualify for free standard ground shipping in the continental USA.
Do you offer local pickup as an option?
No. We do not have a brick and mortar shop. We are on-line only.
TRACKING AND UPDATES
Status of my Order?
You'll receive a confirmation email after placing your order. A second email with tracking information will be sent once your order has been processed and shipped. You can review
Order was Marked Delivered but did not receive?
Sometimes packages are marked as delivered before actual delivery. They will show up 2 or 3 days later. It could have been delivered to your house and put somewhere other than your mailbox. We have found that our packages find themselves in the neighbors mailbox by mistake. Please contact us (info@katsnus.com) so we can assist in the investigation.
What happens if my package gets lost or damaged during shipping?
You can send us a message through your account page on our website relating to the order or use our contact us page (https://www.catsnus.com/contact-us/)
ADDRESS AND DELIVERY MANAGEMENT
How do I change the Shipping Address of the Order?
If you are in the process of placing an order, you can select a new shipping address from you saved addresses or add a new one. If you have already placed an order and need to change the shipping address, please contact us ASAP. We process orders very quickly.
GENERAL RETURN AND EXCHANGE QUESTIONS
What if I need to return?
Log into your customer account on our website, find the relevant order, and click the "Return Items" link. Then specify the quantity to return, the reason for the return, and the desired return action (e.g., replacement, refund, store credit). Once we receive the request, we will authorize the return and send you a return label via email. You can find more info on our Shipping & Returns page (https://www.catsnus.com/shipping-returns/)
What if I want an exchange?
We do offer exchanges especially if you an issue with your order. Please contact us either by signing into your account, locating the order and sending us a message or using our contact page: https://www.catsnus.com/contact-us/
GENERAL CONTACT INFORMATION
Our store hours are from 9:00AM to 7:00PM PT, and we are in and out on the weekends.
We can be away from the phone so......
Best Results For a Quick Response is to Email Us.
We check emails through out the day.
Please feel free to contact us either by telephone, email or by postal mail.
Contact Us: https://www.catsnus.com/contact-us/
All emails will be answered within 24 hours.
E-Mail: info@katsnus.com
All emails will be answered within 24 hours.
Phone: 503-657-7715 Does not receive SMS messages
