SHIPPING & RETURN POLICY
Jump directly to: Order Process - Shipping Policy - Damaged Items - Returns & Exchanges
ORDER PROCESS
Orders are processed Monday through Friday, with the exception of holidays. Every effort is made to ship within 2 business days for orders placed under the following conditions. If you require something urgently, please contact us so we can try to expedite the processing of your order.
​
-
Orders placed before 12pm Central Time, Monday - Friday (excluding holidays) will ship the next day. If you order on a Friday, your order will ship on Monday (excluding holidays).
-
Orders received after 12pm Central Time may be processed until the next day, and will ship the following business day (2 business days).
-
Orders placed on the weekend or on holidays will be processed the following business day.
-
As much as we try to adhere to these order processing times, sometimes we may need an extra day to get things shipped. This is specially true during the holidays and other high volume times (ex. October).
-
PRE-ORDER items are usually shipped within a week from the day you order them.
-
In the event that there is a longer than 3-day delay with your order, we will contact you as soon as possible.
SHIPPING POLICY
USA Shipments​
FREE GROUND SHIPPING ON ALL ORDERS OF $75 OR MORE 😺
For orders that do not qualify for free shipping, rates vary depending on weight and location.
​
All of our items are shipped via UPS or USPS within 3 business days of purchase and include insurance. Please make sure the shipping address used is verified and error-free. We are not responsible for items shipped to an incorrect address.
​
Shipping Options:
-
Ground (1-5 business days from ship date depending on your location)
-
2nd Day Air (2 business days from ship date)
-
Next Day Air (1 business day from ship date)
Once the package is released to the courier we have no control over how long it may take to be delivered but most orders are delivered within the courier's estimated timeframe. Any delivery times described on our website or social sites is an estimated time given by the shipping companies to us and is not a definite time of arrival. Delivery time depends on the location of where the package is being delivered to. During the holidays, high volume times, or weather events the mail couriers can be delayed.
​
Other Shipping Information
Please take into account the following information regarding shipping times and costs.
​
-
We ship from a central US location.
-
A tracking number will be provided to you via email no later than 5 business days after purchase.
-
UPS cannot ship to P.O. Boxes. If you require your item be shipped to a P.O. Box, USPS will be used for your shipment.
​
Damaged Items, Lost or Stolen Packages
Please inspect all packages quickly after delivery. Damaged items, lost, or stolen packages must must be reported to us within 3 business days of delivery to qualify for coverage.
​
Damaged Item Process:
-
Inspect package items and let us know if anything arrived damaged within 3 business days.
-
Take photos of the damaged item(s) and the shipping box. Email these photos to our team.
-
Let us know if you would like a replacement, store credit, or a refund.
-
Replacements are issued within 3 business days​.
-
Store credits are issued within 5 business days.
-
Refunds will depend on the outcome of the claim. If the claim is approved, a refund to the original payment form will be issued within 10 business days. If the claim is not approved, we will issue store credit.
-
-
We will open a claim with the carrier. Claims usually take between 5-10 business days to be resolved.
​
Lost or Stolen Package Process:
-
If the courier marked your package as delivered please make every effort to look for your package around your home. This can include behind gates, planters, etc.
-
If the package is lost/stolen, please contact us within 3 business days to notify us.
-
Let us know if you would like a replacement or store credit. Lost or stolen packages do not qualify for refunds.
-
Replacements are issued within 5 business days​.
-
Store credits are issued within 10 business days.
-
-
We will open a claim with the carrier. Claims usually take between 5-10 business days to be resolved.
-
All future packages sent to your address will require signature confirmation.
​
- - - - - - - - - -
​
International Shipping and Exchanges
At this time, we do not ship internationally. We apologize for the inconvenience and are working hard to be able to offer international shipments soon.
​
- - - - - - - - - -
RETURN & EXCHANGE POLICY
We want you and your pet to be satisfied with your purchase from Katnyx. If for any reason you are not satisfied, we offer a hassle-free return and exchange policy.
​
You are welcome to return your online order under the following conditions:
-
It's within 30 days of receiving your order
-
The item is unused and undamaged*
-
You have the original product packaging
-
You have all original tags still attached to item
-
Item is not Final Sale^
​
You have the following return options:
-
Exchange for a different item, color or style.
-
For Katnyx store credit.
-
For a refund. Refunds are issued to the original payment form.
-
Note: Returns/exchanges may take up to 7 business days to process
*For items that arrived damaged, please see our Damaged Items Policy under the shipping section above.
^All items purchased on the "Bargains" page are FINAL SALE. Any other item throughout the site marked as Final Sale is also ineligible for returns. These items are not eligible for returns or exchanges due to their highly discounted pricing. Items purchased using promotional discount codes are not considered final sale items and are eligible for returns/exchanges. Gift cards and Downloadable products are considered FINAL SALE.
For all returns you will need your order number.
​
To initiate a return or exchange, please contact our customer service team via email at katnyxpets@gmail.com. Please note that all returned items must be in their original packaging and in new, unused condition.
Buyer is responsible for return freight.