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Frequently Asked Questions

SHIPPING METHOD

Shipping costs depend on order weight and destination. They will be calculated during check out. Unless your cart exceeds the amount of $59! Then you’ll get your order right on your doorstep free of charge for shipping! It must be mentioned, that, if you have an account applied and the amount goes below $59, a shipping charge will be applied.

We have items we charge shipping for and items that qualify – no matter the price tag of the product – for Free Shipping, right from the beginning, without crossing our $59 threshold, where any shipping fee is waived. You can usually see if the item qualifies for Free Shipping or not at the headline, at the top of the product page. If its saying “Free Shipping Worldwide” , then no shipping charge is applied

We ship your orders from various international warehouses (US, Canada, Malaysia and Singapore). Our stock is spread out over multiple fulfillment centers in order to grant a fast receiving. This means, orders containing multiple items may be shipped separately. You may receive one item before the next. So don’t panic, if you don’t receive all of your items at once…they are on the way. Therefore, the partial shipment could be applied to customers’ order.

We are providing worldwide shipping to most places in the world. However, due to the security reasons, we can’t deliver a shipment to the military area. Neither do we ship to South Africa and some countries in Latin America, as the local carriers have been proven to be unreliable and cause failed deliveries or the shipping time takes way too long.

SHIPPING & TRACKING

In case you are missing any sort of E-Mail correspondence, such as your shipping confirmation E-Mail, please, especially as G-Mail user, always check your promotions TAB on the top right, next to your primary inbox. Most of our E-Mails are landing there.

United States

We ship out from multiple international warehouses. Depending on the Warehouse, demand and current stock, it usually takes 3-7 Business Days, until you’ll receive your order. It depends on the location and product. Some products may require some handcrafting work in advance, that will delay the shipping by a few days.

Outside United States:

Please allow us a timeframe of 18-36 Business Days for shipping the goods to you. Exceptions are countries like Peru and South America, where shipping can take up to 58 Business Days.

We apologize for any inconviniences that may occur, as in individual cases, we may run out of stock on products we’ve had plenty of orders on and have to re-order them. Thus, Shipping, though infrequently, can be delayed.

Mexico and South America:

As the parcel has to travel around the entire globe, delivery can take 30-90 Business Days (90 in the worst case).

When your item has been shipped out, you will receive a confirmation E-Mail right after.

If you have received a tracking code, then please go HERE or directly to the couriers website.

In the unlikely event, a package gets lost, we will either resend the item or refund you the full amount.

Note: International delivery to some countries and its couriers do not offer tracking codes, in some exceptional cases.

In case you’ve received a tracking code (read what it needs to qualify to get a code in “HOW CAN I TRACK MY ORDER?”) – it will take 48-72 hours for the tracking ID to appear on the page of the carrier, for example USPS.

The reason for the time delay is caused by the fact, the first tracking event only shows up, once the shipment was handed over to us, i.e. – once the shipment has left the fulfillment center of your online store.

We have warehouses all around the globe (US, HongKong & Singapore).

However, most of our items are being shipped from US. That means that overseas orders will demand a longer delivery than a domestic delivery. Delivery times within USA demand shorter delivery times – whereas – locations like Canada, Australia and UK demand longest delivery times.

Please check around your neighbourhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf. The package may also have been left with property managers or an apartment office.

We will always do our best to assist you, but STORE does not hold responsibility for packages that are lost or stolen in transit. If you are still unable to locate your package, you must contact your local post office or the courier company to discuss the issue and file a claim with them.

As we do not have control once we hand out the package to the carrier, a refund will not be granted in case it is being suggested, that the parcel was not delivered.

Unfortunately, we are unable to cancel your order as it has already been shipped and you should have received a confirmation email with your tracking number. If you so wish, you may return your order for a full refund, the instructions for which, you can find in the ‘Refunds’ section of our website.

In case you are from the UK and you were unsuccessful tracking your parcel on our page or straight on www.17track.net or on other tracking pages, please try http://en.4px.com/ – We mostly use this carrier for UK orders and those tracking codes can encounter issues, when trying to be tracked and traced on other tracking sites.

PAYMENT

We accept a variety of payment methods to make your shopping experience as convenient as possible. Our accepted payment methods include:

  • Credit Cards: We accept Visa, Mastercard, American Express, and Discover.

  • Debit Cards: We accept debit cards with the Visa or Mastercard logo.

  • PayPal: You can also pay for your purchase using your PayPal account.

  • Apple Pay: If you’re shopping on a compatible Apple device, you can also use Apple Pay to complete your purchase.

Please note that we do not accept personal checks, money orders, or any other forms of payment not listed above. If you have any questions or concerns about payment methods, please don’t hesitate to contact our customer service team for assistance via email at support@catprestige.com. We’re here to help make your shopping experience as smooth as possible.

We are using the highest security standards and all your sensitive payment information – i.e. Credit Card details – that are being transmitted during the checkout process, will be encrypted. So you don’t have to worry, that any unauthorized party will get access to your payment details.

All our products are listed in US Dollar. If you are paying in a different currency, currency exchange fees might be applied.

REFUND

Yes, we offer refunds in certain circumstances. If you’re not satisfied with your purchase, you may be eligible for a refund. Here are our refund policies:

  1. Damaged or Defective Products: If you receive a damaged or defective product, please contact our customer service team within 7 days of receiving the item. We will provide you with a refund or a replacement.

  2. Incorrect Orders: If you receive an incorrect order, please contact our customer service team within 7 days of receiving the item. We will provide you with a refund or a replacement.

  3. Change of Mind: If you change your mind about a purchase, we offer a 30-day return policy. You can return the item for a refund, but you will be responsible for the return shipping costs.

Please note that some products may be exempt from our refund policy. These products will be clearly marked as non-refundable on the product page. If you have any questions about our refund policy, please contact our customer service team at support@catprestige.com.

ORDER & RETURNS

To pay for your order, please follow these steps:

  1. Add the items you want to purchase to your shopping cart.
  2. Proceed to checkout by clicking on the shopping cart icon.
  3. Enter your shipping and billing information.
  4. Select your preferred payment method – we accept credit cards, debit cards, and PayPal.
  5. Review your order details and make sure everything is correct.
  6. Click the “Place Order” button to complete your purchase.

If you encounter any issues during the payment process or have any questions about your order, please don’t hesitate to contact our customer service team via email at support@catprestige.com. We’re here to help and want to ensure that your shopping experience is as smooth and hassle-free as possible.

In case you’ve chosen the wrong model or variant or a product accidentally got into your cart and you didn’t recognize it but you’d followed through with the payment.

Please send us an E-Mail to support@catprestige.com and make your corrections.

Corrections are only applicable, as long as your item hasn’t been shipped out yet. 

According to our refund and return policy, you can make use of your 30-day money back guarantee and return the goods, if you are not satisfied with your order. Send us an E-Mail to support@catprestige.com and we will provide you the returning address.

Returning costs are being paid by the customer and once we received your items back in our warehouse, we will send you a full refund.