FAQs

Enter your code in the Discount code field on the checkout page, then click Apply. The discount shows in your order total before you pay.

Check that the code is typed exactly as shown and hasn't expired. [Add your code rules here, e.g. whether codes work on sale items or can be combined with other offers.]

Still having trouble? Email us at support@kitty-spout.com and include the code you tried.

Click the Unsubscribe link at the bottom of any email from us. You'll stop receiving marketing emails, but you'll still get emails about your orders.

Email us at support@kitty-spout.com within 24 hours with your order number and the correct address. We can only change the address before your order ships. 

If your order has already shipped, contact the carrier using your tracking number to ask about redirecting the package.

Yes. When your order ships, we'll email you a shipping confirmation with your tracking number and a link to the carrier's tracking page.

New tracking numbers can take a few days to show updates. 

Carriers sometimes leave packages somewhere unexpected or mark them delivered a little early. Try these steps:

• Check your address in your order confirmation email, including the apartment or unit number.
• Ask people at your address and your neighbours whether someone accepted the package for you.
• Look around your home: mailbox, porch, garage, side or back entrances.
• Business or apartment building? Check with the mailroom, front desk, concierge or security.
• Contact your local post office directly, as packages are sometimes held there.
• Wait 24–48 hours, since the package may still arrive or the tracking may update.

If you still can't find it, email us at support@kitty-spout.com with your order number and we'll help.

[Add your policy for lost or stolen packages, e.g. whether you file a carrier claim, reship or refund, and any time limits.]

Contact us at support@kitty-spout.com with your order number.

We're very sorry to hear that you haven't received your package yet. When the tracking information indicates that the package was delivered, this means it was delivered to the shipping address provided to us at check-out. Please review the options below as it may help with locating your package.

A. Double check your shipping address.

We recommend to double check the shipping address you entered to ensure it was correct. Please make sure that the home number and unit number (if applicable) are correct.

You can check the shipping address that was provided to us at check-out by checking your order information email sent to you after purchase.

Kindly note, in the instance that an incorrect shipping address was provided to us, KittySpout cannot be held accountable for mis-delivered packages. Customers are responsible for ensuring that all information provided to us at check-out is correct. If you believe your package was delivered to an incorrect address, please try to get in touch with the residents of that address to see if they can accept the package on your behalf.

Otherwise, keep an eye on the tracking information provided to see if it updates to show the package is being "returned to sender". If this is the case, please contact us with your order number and we'll be happy to ship you another package to your intended address.

B. Check with your household members and your neighbors.

When a package is delivered, most carriers will simply deliver it to the address provided on the shipping label, and not necessarily to the recipient listed. Therefore, please check with your household members as there is a chance someone else may have accepted the package on your behalf.

We also recommend to check with your neighbors to see if anyone has accepted the package for you.

C. Check your mailbox and any safe drop areas around the parameters of your home.

In most cases, the carrier will specify on your tracking link where the package was delivered to (a mailbox, the front door, etc). We still recommend, however, to check all possible areas where it could have been delivered to rule out the other options.

What does safe drop mean? Safe drop refers to any locations around your household premises where your package may be deemed better hidden from passersby by the individual delivering your package. Please check around your porch, near your garage, and backyard entrance to see if the package is there.

D. For businesses - check with the security guard, mailroom, and front desk.

If your shipping address is to a business, there's a very good chance it was delivered somewhere and/or to someone else. Please check with your mail room, front desk, and security guard to see if anyone has accepted the package for you.

E. For apartment buildings - check with security or front desk/concierge.

In many instances for apartment buildings, the package will be delivered to concierge or security. Please check with your building's front desk or management office to inquire if they have received your package.

F. Contact your local post offices.

There's a chance that your package may have been held at one of your local post offices instead, despite the tracking showing as being 'Delivered'. We recommend to contact your local post offices to inquire if they're holding your package. Be sure you're contacting the number of that exact post office, and not the general support line of the carrier.

G. Wait 24-48 hours for your package to deliver.

On rare occasions, the carrier may mark the package as being delivered earlier than it actually is. Please wait 24-48 hours for your package to deliver or for the carrier to issue another update.

If you have done all of the above and still do not have your package, please contact us with your order number and we'll be happy to help you further.

Please note: We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.

If you have previously experienced lost or stolen packages where you reside, we encourage you to have your package delivered to a work address to ensure that you receive it safely.

Delivery time depends on your address and the shipping method you choose at checkout. See our Shipping & Delivery page for current processing and delivery times.

Yes. At checkout, enter the address you want the order sent to as the shipping address, and your card's address as the billing address.

Go to that product page and follow the steps:

Step 1: Click the “Add to Cart” button on the products you wish to purchase and they will be added to your shopping bag. The shopping bag will pop-up with the total amount to be paid and the checkout button. If the cart did not open, you can click on your shopping bag in the top right corner of the page and it will appear. 

Step 2: Now you can either "Continue shopping” or click on the “Checkout” button to proceed to checkout.

Step 3: Click "Checkout" or "Express Checkout with PayPal". By clicking on one of those buttons you will be redirected to the checkout page. There you will be asked to complete all details requested from you on the form including shipping address, billing address and a form of payment. 

Step 4: Once the order is placed, you will see a confirmation page with an order number. Also, we will send you an email confirming your order within seconds. If you haven't received that email, please check in your spam folder and verify the email address you typed on the order confirmation page so that we can contact you.

Step 5: Shipments will be dispatched from our warehouse within 1-4 business days (excluding pre-order and backorder items purchased). You will receive a confirmation and valid tracking number that will show record within 48 hours. If your order is delayed, you can reach our customer service team at support@kitty-spout.com.

Yes. Add everything you want to your cart, then click Checkout once to pay for it all together.

The KittySpout order process is automated to distribute products quickly and accurately. We do apologize, but once the order has been placed it can NOT be cancelled. We receive a lot of orders and we are unable to go though them individually, as this would cause delays to other orders. Please review your items carefully before completing your orders.

Some items in your order have shipped and others will follow. Items can ship separately, and you'll get a tracking email for each package.

We have a very secure and smart payment system. If our system detects that your order is a potential risk of fraud, we will place your order on-hold and reach out to you to verify the details of your order for the safety of our company and for the credit card holder. For example, if you are placing an order with a credit card that is issued in a different country than where you are placing the order from, our system will detect the difference in countries and your order will be flagged as a potential risk of fraud.

To verify these details, please simply respond to the email that was sent to you from a Support Representative at KittySpout.

Usually, but some orders are sent in more than one package. Each package has its own tracking number.

Pricing on the website is subject to change without notice. Orders placed before promotions are not eligible to receive new promotions or discounts. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of the offer, and to modify or cancel any promotion due to unforeseen issues.

We accept all major credit cards including Visa, Mastercard, Visa Debit, American Express, Discover, Diners and Paypal. Currently we stopped accepting Amazon Payment but we believe this service will be available in the future.

We don’t accept checks or money orders, but you can purchase through Paypal if you’re concerned about entering your credit card information online. Simply click the “Paypal” button in the shopping cart.

Your credit card will be charged once your order is processed to ship.

Please note that once credit card authorization is received, depending on your bank, the funds may be reserved up to 30 days. Please check your bank's policy. If you are paying with a debit card, please verify with your bank if there are limitations on daily withdrawal amounts on your card. KittySpout reserves the right to request additional identification. If necessary, we will contact you by e-mail.

Checkout runs on Shopify's secure checkout. Your card details are handled by the payment provider and are not stored by us.

Check that your name, billing address and card details match what your bank has on file. You can try another payment method, or contact your bank to ask why the payment was declined.

Check whether you received more than one order confirmation email. A pending authorization usually drops off within a few business days, depending on your bank. If you see two completed charges for the same order, email us at support@kitty-spout.com with your order number.

Refunds go back to your original payment method. After we process your refund, it can take several business days for your bank to post it. [Add your refund processing time.]

If it still hasn't appeared, check with your bank, then contact us.

Prices are charged in US dollars (USD). If your card is in another currency, your bank sets the exchange rate and may add a fee.