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FAQ

How safe is your website?

All payments are processed by either PayPal or Shopify Payments depending on your selection. Both very trusted and secured platforms. We do not store or have access to any of your credit or debit card details, or passwords. Payments are 100% screened through and processed by Shopify and Paypal.

I have placed an order, when will my order be shipped?

Order processing time is between 2-4 business days, and is used to check your order for quality assurance, packing, printing of shipping labels, and forwarding it to the shipping company for dispatch. Once an order has been processed, it will then be shipped out, and a tracking number will be made available to you.

What carrier do you use?

We use USPS tracking for all US orders. Once you have received your tracking number, it may take up to 5 working days for the tracking number to work before you will be able to see the the status of your shipment in the USPS system. For Australian and United Kingdom orders, we use Australian Post and Royal Mail respectively.

How long is the shipping time?

Shipping will usually take between 7-13 business days for US, UK, Australia and Europe orders as we have suppliers from different parts of the world! Shipping to other parts of the world will take 3-5 weeks. Please note that delays may happen during holiday seasons 

Packages that are unclaimed/rejected/returned

All packages that are refused, unclaimed from the local post office, undeliverable as addressed because you input the wrong name or address when you placed your order, will not be our responsibility. We reserve the right to charge a restocking and shipping fee of 30-50% of an item's value if that happens. So please do remember to check your address carefully when you place an order.

I ordered more than one items, but not all showed up. Where is the rest of my order?

Your order may come from different suppliers, therefore it may arrive at different times. If you have not received all of your items, please check the status of your tracking.

My order is missing parts or is broken. What do I need to do?

Please email us as soon as possible at support@catnessoverload.com

I didn't get my item. What do I need to do?

Please email us as soon as possible at support@catnessoverload.com

I just placed my order but decided that I want to cancel it. What do I need to do?

Please email us as soon as possible at support@catnessoverload.com so that we can quickly cancel the order. We can't however guarantee a successful cancellation if the order has been processed and shipped

I'm not happy with my order. How can I return it?

Please email us as soon as possible at support@catnessoverload.com.

Do you have a phone number I can call?

Not at the moment but we will have this service very soon. At the moment, please send all queries to support@catnessoverload.com

Do I have to pay customs or import charges?  

We cannot be held responsible for any custom charges made in your country. It is advisable to check the pricing guide at your local customs department if you think you may have to pay an additional fee. 


Don't see your question listed here? No worries! Simply drop us an email at support@catnessoverload.com and we'll do our best to get back to you as soon as we can!