 | Shipping Policy
Shipping Costs:
If you need to find out how much shipping will cost on your order, please put all of the items that you plan on ordering in your shopping cart. Once you click on the checkout button, you will be prompted to enter your shipping address. You will receive a shipping quote on the next page based on what shipping option you chose. Please keep in mind that you will not be asked to enter any of your billing information until we give you a shipping quote.
Shipping Options:
We currently offer Standard shipping, which will be sent out either FedEx or USPS and may take up to 6 business days after shipping in order for you to receive the package. We do not accept PO Box addresses at this time.
Damaged Shipments:
We try our best to prevent damage to all packages during transit by packing each order carefully. Unfortunately, there will be the occasional damaged shipment. In this case, please hold onto all of the packaging and contact us immediately. Please make sure that you do not discard part of the package. Carefully describe the condition of the packaging material and the ordered items. A representative of the shipping company may pick up the package from your location in order to inspect the damage. Because we insure all of our packages, we will try our best to replace the damaged items for you as soon as possible.
Undeliverable or Refused Shipments:
Packages will be shipped back to us if the customer either refuses the package, is not available for several days for delivery, or if the address entered is either incorrect or incomplete. In this case, the customer will be responsible for all shipping charges. If the customer chooses not to have the item reshipped, they will be subject to a 15% restocking fee before they are credited back for the items. Once the order is shipped, it may not be refused due to delays in shipping or order processing.
Defective Items:
Please look over the warranty on the products that you purchase from us. You will want to contact the manufacturer first. Most manufacturers prefer to deal with customers directly when there are defective items. This allows them to inspect the product and take proper action. If you are having trouble with a product, their trained staff may also be able to help you with the product without having to send it back to them.
Return Policy
Product Returns:
If you need any technical assistance with the product, please don't hesitate to contact us. Before you return a product to us, you must contact us by sending an e-mail to rma@catguys.com. We will issue an RMA number which you will need to write on the outside of the box that you ship the products in. In order for us to authorize the return, it will need to meet three requirements. Please make sure to contact us before you ship anything back to us. Returns without an RMA number will be refused upon delivery.
1. The product is in original packaging material.
2. All of the original parts, accessories, instruction manuals, paperwork, etc. is in the packaging.
3. It has been less than 30 days since the item was purchased.
Unfortunately, we will not be able to accept products that do not meet these conditions. A 15% restocking fee will be charged for all non-defective returns. A larger restocking fee may be deducted if the returned merchandise is not resalable (for example, a tamper-proof seal broken, the packaging damaged, the product scratched, manual or pertinent parts/paperwork missing, etc.). Customers are responsible for return shipping charges. This is analogous to paying for gas to drive a product back to the store you bought it from. Packages that arrive "COD" or "Postage Due" will be refused.
Shipping instructions:
Ship back any returns with plenty of packaging material to prevent damage during shipping. You may want to make sure that the package is insured as we will not be responsible for any packages that are damaged in transit. Please make sure to write your RMA number on the outside of the box you use to ship.
Delivery problems:
In rare instances, there may be a problem with delivery. Most of the time, this is because the package was delivered to a side entrance instead of the main entrance and the customer is unable to locate the package. If you believe the package was not delivered to your address or have any other similar problems, please contact us within 5 days of when the package was supposed to arrive. Any longer delays may seriously hinder our investigation.
Other Considerations
We try our best to provide you with as much information about our products as possible. However, you should be aware that the pictures shown may not be exact. Prices, products, availability and offers are subject to change without notice. CatGuys.com is not responsible for graphical display or typographical errors.
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