Shipping policy
Sassy Kitty™ likes attention, but she does not like confusion. Here’s what to know before she makes her way to you.
Contact
For any shipping or delivery questions, contact us at:
Please include your order number so we can help you faster.
Order Processing
We work quickly to prepare and ship your order as soon as possible.
Please allow 2-5 business days for order processing before fulfillment during regular, non-peak seasons, unless a different processing time is stated on the product page, checkout page, order confirmation, or another policy page.
During promotional periods, product launches, holidays, or other high-volume seasons, processing may take longer.
Once your order has shipped, you will receive an email with tracking or further shipping information.
Estimated Delivery Times
Delivery times are estimates and may vary due to carriers, customs, holidays, weather, destination country, and other factors outside our control.
Estimated delivery times after fulfillment:
- USA: 7-15 business days
- Canada: 10-20 business days
- Australia: 10-25 business days
- UK: 10-20 business days
- Rest of Europe: 10-25 business days
- Rest of World: 10-25 business days
Need help with shipping times to your specific country? Contact us at hello@sassy-kitty.com and we’ll be happy to help.
Tracking
We provide tracking information once your order has shipped.
Tracking may take a little time to update after the shipping confirmation email is sent. If your tracking has not updated right away, please allow a few business days for the carrier system to refresh.
Shipping Destinations, Costs, and Currency
Available shipping destinations, shipping options, delivery estimates, and shipping costs will be shown at checkout before you place your order.
Prices are displayed in the currency shown on the website or at checkout. If your payment method uses a different currency, your bank, card provider, or payment provider may apply exchange rates or additional fees.
Customs, Duties, Taxes, and Brokerage Fees
International orders may be subject to customs duties, import taxes, VAT, brokerage fees, or other charges imposed by the destination country.
These charges are not included in the product price or shipping cost unless clearly stated at checkout. They are the customer’s responsibility where applicable.
We are not responsible for delays caused by customs processing.
Holiday Season Delays
During the holiday season, increased order volumes, carrier congestion, public holidays, customs backlogs, and weather disruptions may affect processing and delivery times.
Please order early if you need Sassy Kitty™ by a particular date. Any published holiday order cutoffs are estimates unless expressly stated as guaranteed.
Holiday delays do not remove your cancellation, refund, or consumer rights under applicable law.
Address Accuracy
Please make sure your shipping address is complete and accurate before placing your order.
If you notice an address mistake, contact us immediately at hello@sassy-kitty.com. We cannot guarantee changes after an order has been processed or shipped.
If an order is returned to us because of an incorrect or incomplete address entered at checkout, we may ask you to pay the cost of reshipping.
Order Changes and Cancellations
If you need to change or cancel an order, contact us as soon as possible at hello@sassy-kitty.com.
We cannot guarantee that changes or cancellations can be made after an order has been placed, processed, or shipped, but we will do our best to help.
Lost or Undelivered Orders
If your order has not arrived within the estimated delivery window, contact us at hello@sassy-kitty.com with your order number.
We will review the tracking information and, where appropriate, help investigate with the courier.
If an order is confirmed lost in transit or not delivered, we will work with you to make it right. Depending on the situation and applicable law, this may include a replacement, refund, or another appropriate solution.
Marked as Delivered, But Not Received
If your order is marked as delivered but you cannot find it, please first check your mailbox, parcel locker, front desk, mailroom, reception area, building staff, household members, and nearby neighbours.
Please also check whether the courier left a delivery photo, notice card, pickup location, or additional delivery details.
If the package is still missing, contact us at hello@sassy-kitty.com with your order number and we’ll help review the situation.
Where delivery to the correct address and in accordance with your delivery instructions is established, a package that is later lost or stolen may not qualify for a replacement or refund, depending on the circumstances and applicable law. A tracking status of “delivered” alone does not automatically determine the outcome of your claim.
Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, incorrect, missing included parts, or materially different from what was described, contact us as soon as possible at hello@sassy-kitty.com.
Please include your order number, a description of the issue, and, where possible, photos or video of the item, packaging, and shipping label.
If there is a confirmed issue with your order, we will work with you to make it right in accordance with our Refund Policy and applicable law.
Returns and Refunds
Returns, refunds, exchanges, return shipping costs, and change-of-mind returns are covered in our Refund Policy.
Please contact us before sending anything back.