Refund policy
Dr Cat Tree offers a 30-day return window from the date you receive your order.
Eligibility To be eligible for a return:
- The item must be in its original, unused condition with tags attached and in the original packaging.
- You must provide proof of purchase (order number or receipt).
How to Start a Return
- Contact us first at support@drcattree.com within 30 days of delivery.
- We will review your request and provide return instructions.
- You are responsible for paying the return shipping cost. We do not provide prepaid return labels.
Returns sent without prior approval or to the wrong address will not be accepted.
Damaged or Defective Items Please inspect your order immediately upon receipt. If the item arrives damaged, defective, or incorrect, contact us at support@drcattree.com within 48 hours with photos. We will work with you to resolve the issue (replacement, refund, or store credit).
Non-Returnable Items We do not accept returns on the following:
- Sale items (final sale)
- Gift cards
- Custom or personalized orders
- Perishable goods, hazardous materials, or personal care items
Exchanges The fastest way to exchange is to return the unwanted item (following the process above) and place a new order for the replacement.
European Union Customers If your order is shipped to the European Union, you have the right to cancel within 14 days of receipt for any reason, subject to the same condition requirements above.
Refunds Once we receive and inspect your return, we will notify you of the approval status.
- If approved, we will process your refund to the original payment method within 10 business days.
- Shipping costs on the original order are non-refundable.
- Return shipping costs are always paid by the customer.
Please allow additional time for your bank or credit card issuer to post the refund. If more than 15 business days have passed since approval, please contact us.
Questions? Contact us at support@drcattree.com or 314-594-3323.
Dr Cat Tree Dr Cat Tree LLC