FAQ

FREQUENTLY ASKED QUESTION

If you have any questions regarding your purchase, we will do everything we can to address your concerns. Please, contact us via email at support@cutecatsstore.com  

Our business is located in Michigan, USA. We accepts orders 24 hours a day, every day of the week.

Orders are processed in the order they are received.

Orders placed from Friday to Sunday will be processed the following Monday and shipped within 2~6 days. USPS does not pick up or deliver on weekends.

70% of orders are shipped from our fulfillment house located in USA, but 30% of our specialty items are located in other countries such as Australia, Germany, United Kingdom and China.

ATTENTION: We are not responsible for incorrect or incomplete shipping address provided by customer when placing the order. It is the customer's responsibility to provide a valid address. For incorrect addresses, we do not offer resend or replace order.

Can I change my shipping address?
You can change your shipping address before the item is shipped by contacting us via email: support@cutecatsstore.com, but once it moves to the shipping process, it cannot be changed.

 

When I am going to receive my order?
All items are subject to a handling period before they are dispatched. 99% of orders leave the warehouse within 2-4 days of payment.

The day an order ships does not count as a day in transit.

We will notify you by email when your items have been shipped.
Most items should be received within 2-6 weeks of your order date. 
This may be a little longer for international delivery.                                           
For other specialty and giveaway items, please allow up to 7 weeks delivery time as they may be shipped from other countries.

**Due to the high volume of orders during holiday season we may experience extended processing time, up to 7 business days.**

Am I going to receive the order in time?

Apparel and shoes items should be received within 1-2 weeks after processing the order. Please know, these items are "done just for you orders" as they are unique designs. The production time is 4-5 days for each order. This may be a little longer for international delivery.

For other specialty and giveaway items, please allow up to 4 weeks delivery time as they may be shipping from other countries.

If you want the order to arrive in time, please order it at least 2-6 weeks before the moment you need it to arrive.

Can I cancel my order?
You can cancel items or orders that haven't entered the shipping process yet. 
It may be possible to cancel your order during processing, but once it moves to the shipping process, it cannot be canceled.
To cancel your order, contact our email support at support@cutecatsstore.com in the first 24 hours; all these, because we try to ship your items as fast as possible to reach out to you on time.
If it is too late to cancel your order, you may return any unwanted items in accordance with our returns policy.

Can I change the color of item I ordered?
You can change the color of the item ordered by contacting us via
support@cutecatsstore.com as long as it has not already been shipped.

 

Can I remove an item from my order?
Yes, you can remove an item from your order and get a refund easily before the items were shipped. To do that, please contact us via email: support@cutecatsstore.com                   
Once they were shipped, you have to wait for them to arrive and then ship it back to our US mailing address and ask for a refund.

 

Can I exchange my item ordered and delivered?

First, contact us at support@cutecatsstore.com to find out if you are eligible for an exchange.

If it is an issue on our end where we sent out the wrong product, wrong size, bad graphic just send us a picture of what the customer received for quality control purposes and we can offer a refund or replacement.

Please, make sure to check your size on the sizing chart available on each product page.

If you have chosen the wrong size, we do not offer exchanges. 

If there is any issue where the customer just doesn't like the product, we do not offer replacements or refunds since we do print on demand for custom products.

As soon as our quality control team approves the exchange, you will get an email notification.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

When you return the item you ordered, please provide us the tracking number.

As soon as we receive and inspect the product, we will send a replacement.

Return your product to:

Cute Cats Store
27631 Michigan Ave, PO Box 441,
Inkster, Michigan 48141
United States

T-shirt Sizing Exchange
If it is a sizing issue we will offer one time free size replacement 1 size smaller or bigger than the original size on the order.  On large orders we do not offer size replacements on more than 2 shirts in the order.  

We do not offer size exchanges on baby onesies and all over print orders.

T-shirt Issue
If it is an issue on our end where we sent out the wrong product, wrong size, bad graphic just send us a picture of what the customer received for quality control purposes and we can offer a refund or replacement.

If there is any issue where the customer just doesn't like the product we do not offer replacements or refunds since we do print on demand for custom products.


Where can I track my order?
You can track your order by clicking the Order Status in our menu or send us an inquiry at email support.
Just simply enter the order number you were provided when you completed the checkout (check your order confirmation email) and the e-mail address you used to place your order.         
We use multiple tracking systems to monitor orders and we can give you additional information.

Please wait the full shipping time frame (check the first paragraph) for your whole order to be delivered.

NOTE: All packages you ordered may not be delivered at the same time.

We know you're excited to get the items you've ordered!

For items shipped from our overseas warehouses, send us an email to get updates about the item you ordered.

Please, take note that you cannot track your packet coming from our overseas warehouses, which is in transit to USA (on a flight), until reaches the first USPS facility.

As the item you ordered arrives in the first USPS facility, you can track where your item is and when it will be at your door.

My tracking says “no information available at the moment”.

For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

Are the items shipped together?

Although our fulfillment house is located in America, some of our specialty items are located in other countries such as Australia, Germany, United Kingdom and China.

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you have specified combined shipping.

Please keep this in mind when receiving deliveries. 

All packages may not be delivered at the same time, because they may be shipped from a different warehouse.

If you have any other questions, please contact us and we will do our best to help you out.


My item broke; can I get a new one?
If your item was broken, which does not happen often, and you cannot repair it yourself, you have to contact us via support@cutecatsstore.com and provide an accurate photo showing the broken item.                       
We will then give you instructions whether to ship the item back or if you'll receive a partial refund.

Lost or Stolen Packages

If the package shows delivered to your address, but is missing you must report the lost to us within 2 weeks of placing your order (domestic shipments) or 4 weeks of placing your order (international shipments).

Once you have reported your lost package, we will launch an inquiry with our carrier about the lost package and attempt to have it recovered.

If the carrier declares the package to be a complete loss, we will reship your order to you at no charge if stock is available.

NOTE: We are not responsible for packages that are delivered to a wrong address due to an incorrect or incomplete shipping address provided by customer. In this case, they will never arrive to destination, because the carrier cannot identify the address.

Can I be refunded?
If you do not receive your order, you have to contact us via support@cutecatsstore.com to solve the problem.
Depending on the problem, you will be fully or partially refunded.