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FAQ

  • What is special about Catly Team?

There are a few things that make Catly Team Pet Store different. The first,

and most obvious, is the fact that we have a large collection of pet products

suitable for cats and small dogs in one platform. We are constantly updating

our products by partnering with the best brands in the market.

Our communication with our fans and customers is extremely polite and as

swift as possible.

 

  • Can I cancel my order?

If your order has not been shipped out yet, you can submit a request to cancel

your order. To submit a request, please send us a message to support@catlyteam.com

Unfortunately, we can't cancel your order if it has already been shipped out.

 

  • Why did I receive multiple tracking numbers for items included in one order?

Our warehouses are located at multiple locations across Asia, the US, and in this case,

we will send you the individual tracking information for each package that we send out. 

 

  • How can I track my order?

All our shipping services include tracking information. After your order has been

shipped from our warehouse, you will receive an email containing your tracking

information. You can track your order by either clicking on the link provided to you

via email or by visiting the Track Your Order page on our website.

PLEASE NOTE: After a tracking number is issued, it can take a few days for the carrier

to update the tracking information. If you cannot see the tracking info immediately,

please check again after 1-3 days. 

 

  • What should I do if I did not receive my order within the estimated time?

If we confirmed the dispatch of your item via email and sent you a tracking code and

you still have not received your order after the maximum estimated time as mentioned

on our Shipping Policy page, please track your order using the Track Your Order page

on our website. There is a high chance that the item has already reached your country

but is being held at the customs or being processed via your local post. Then contact the

relevant authorities in your country and inquire about the cause of the delay. 

Please note that we are not liable for the delayed delivery if the item has been held by

the customs and border control authorities in your country.

 

In such a scenario, please follow the below steps:

 

  1. Verify the shipping address. Make sure that you had provided the right address at

the time of placing your order.

  1. Look for a notice of attempted delivery. Sometimes the delivery personnel scan an

item as shipped but then realize that it does not fit into your mailbox. In such cases,

they leave a pickup notice for you to collect the package from the local post office.

  1. Look around the delivery location. Check around the entrances of your residence for

the package: particularly on back porches, in bushes, garages, grills, or other places that

might protect your package from theft or weather. Note that delivery drivers may also

use a plastic bag to protect your package from the weather.

  1. See if someone else accepted the delivery. Check with any family members, roommates, or

 neighbors who may have received the package for you without your knowing.

  1. Speak with the specific postal carrier who delivers your mail as they do scan the package to

mark it 'delivered'.

  1. Wait 36 hours—packages can show as delivered while still in transit.
  2. If your order is 36 hours passed the expected delivery date, then you will want to file a

missing package claim with the shipping carrier.

 

  • What if I made a mistake in my shipping address?

If there is an error with your address, please contact us via

at support@catlyteam.com and we will endeavor to amend it. However, due to the fast processing

times of our warehouse, your order might have been already shipped. In this case, keep tracking

your package regularly until it reaches your country's local postal service. Then contact them and

provide them with your Tracking Number and shipping information and request to have your

package held for pickup instead of being delivered to the incorrect address. goods and offer the

option to either re-ship the items to the correct address or cancel the order. Additional shipping

or administrative charges will apply.

 

  • What if I'm not satisfied with my shopping after I receive the order?

While we do not accept refunds if you change your mind after shopping, we do offer refunds or

replacements if the items you purchased from us are either damaged, defective, or not what you

ordered. If any of these conditions pertain to you, please contact us within 48 hours of the receipt

of the package and we will get in touch to resolve the issue.

For more information about our refund policy, please visit our Refund Policy page.

 

  • I have requested a refund for a defective or misplaced order, but I have not received my refund yet.

If you haven't received a refund yet, please check your bank account/credit card company again. It

may take time before your refund is officially posted.  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 via email at support@catlyteam.com

 

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