Refund policy

At Kitastic, we want you to be 100% satisfied with your purchase. Every order is carefully packaged and individually checked for quality control purposes before being shipped. Customer satisfaction is an integral part of our commitment, and this is reflected in our Returns & Refunds Policy.

We are committed to providing you with products that make traveling with your cat easier and more comfortable, while making vet visits calmer and happier. We believe in the effectiveness of our products — that’s why we offer a 30-day money-back guarantee.

 

WHERE CAN I REACH YOU?

Our Customer Care team is always available and will respond within 24 hours. Reach them at:

  • Email: customerlove@kitastic.com

To expedite the process, please make sure to clearly state:

  1. Your order number
  2. Your issue/concern
  3. Your email (and first and last name) when you made the purchase.

Our care team will get back to you within 24 hours.

Please also be aware that some companies pose as Kitastic. If you have ordered some items and we can’t locate the order ID in our system, it’s most likely ordered from a company pretending to be Kitastic.

 

CAN I CANCEL MY ORDER?

Orders can only be canceled within the first 12 hours they've been placed. After 12 hours, our team will have already registered your order in our system and in our carrier's system.

If it has been less than 12 hours and you wish to cancel your order, please email our support at customerlove@kitastic.com.


AM I ELIGIBLE TO RETURN MY PRODUCTS?


When you shop with Kitastic, you have the peace of mind in knowing that Kitastic products are covered by a 30-Day Money Back Guarantee. You are eligible to return your products within the 30-day period, provided they meet the following eligibility requirements:

  • Kitastic Cat Carriers: Must be in original packaging, unwashed, undamaged, in as-new condition, with the tag attached (not ripped or torn), showing no visible signs of use, and with all papers included in your return.
  • Calming Kitastic Sprays: Due to health and hygiene reasons, we are unable to accept returns on sprays if the original protective seal has been broken or the product has been used. Items must be returned in their original, unopened, and sealed packaging to be eligible for a refund. We prioritize the safety of all pets and cannot risk reselling a potentially contaminated or altered product.
To start a return, please follow these instructions:
  1. Email our support team at customerlove@kitastic.com
  2. Follow the instructions provided by our support specialist.
  3. Once your request is approved, you will get a confirmation email with specific shipping guidelines.

 

RETURN TIMEFRAMES

To ensure your return is processed smoothly and without delays, please keep the following timeframes in mind:

  • Starting a return: Return requests must be submitted within 30 days of the date your order was delivered.
  • Shipping your return: Once our team has provided you with the return address and return instructions, your item(s) must be shipped back to us within 14 days. Items shipped after this 14-day window are no longer eligible for a refund.
  • Keeping your request active: Return requests require ongoing communication to remain active. If we do not receive a response from you within 14 days of our team's last message, your return request will expire and the ticket will be closed. You are welcome to reply at any time to reopen the conversation; however, once a request has expired, it is no longer covered by the 30-Day Money Back Guarantee.

 

HOW DO I SHIP BACK THE ITEMS?

For instructions on how to ship the returned products, refer to the email received after placing the return request.

*Important Notes:

 

  • Shipping Costs: We do not provide pre-paid return labels at this time. You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable.
  • Shipping Deadline: Your return must be shipped within 14 days of receiving your return address and instructions (see Return Timeframes above).
  • Return Address: DO NOT return the product to the address on the package or without prior consultation with our team. If an item is returned to the address on the package, it will result in us not receiving your return and being unable to process your refund.
  • Condition of Item: Please make sure the product (Carrier or unopened Spray) is in its original packaging, unwashed, undamaged, in as-new condition, with the tag/seal intact, and with all papers included in your return.
  • Tracking: Please make sure to use a tracked return shipping option, as a tracking number is REQUIRED for us to process your refund promptly.

RETURN POLICY – FREE SHIPPING PROMOTIONS

If your order qualified for free shipping under a promotional offer (e.g., “2 Kitastic Cat Carriers – free shipping” or “3 Kitastic Cat Carriers – free shipping”) and you return part or all of the order, the actual shipping cost incurred by us will be deducted from your refund.

Please note that shipping costs are always non-refundable once an order has been shipped.


I RECEIVED A DAMAGED ITEM. WHAT SHOULD I DO?

If your product arrives damaged, reach out to us through email within 3 days after the delivery date. Please provide a brief description and video/picture of the damaged product. We will immediately issue a replacement.

To expedite the process, please make sure to follow this format when emailing our Customer Care team:

Damaged or Defective Product

  • Order number:
  • Full name:
  • Detailed description of the defect or damage to the product
  • Photo or preferably a video of the defective product
  • Original email you used when purchasing

IS MY CARRIER COVERED BY A WARRANTY?

Yes. All Kitastic Cat Carriers are covered by a 1-year limited warranty against defects in materials and workmanship, valid for one year from the date of purchase. This limited warranty covers defects encountered in the normal use of the product — for example, a seam, zipper, strap, or Velcro closure that fails on its own. If your carrier develops a manufacturing defect within this period, we will replace it free of charge.

This warranty does not apply if the product is damaged due to physical abuse, mishandling, accident, chewing, negligence, or improper care, or if the product is altered, cut, or modified in any way. It does not cover the natural breakdown of materials, seams, or components that may occur after extended use, and it applies only to defects that impact the performance of the product, not cosmetic issues resulting from normal wear and tear. The warranty applies to the original purchaser and requires proof of purchase (your Kitastic order number). A replacement does not extend the original warranty period. If the product is found to be defective, Kitastic's only obligation and the purchaser's sole and exclusive remedy is a partial or full replacement of the product with the same or a comparable product.

To make a warranty claim, email our Customer Care team at customerlove@kitastic.com with your order number, a detailed description of the defect, and clear photos or, preferably, a short video. In most cases, no return shipping is required — once your claim is approved, we will ship your replacement free of charge. If we determine that a product is not covered under this warranty, we will contact you and advise you of the appropriate next steps.

Kitastic shall have no liability or responsibility to the purchaser or any other person for any special, incidental, or consequential losses or damages caused or alleged to be caused directly or indirectly by the product. Except for the express warranty stated above, Kitastic makes no other warranties with respect to the product, expressed or implied. We reserve the right to make changes in design, materials, and specifications without prior notice. This warranty gives you specific legal rights; you may have other rights varying from state to state.


MY PRODUCT WAS LOST IN TRANSIT OR STOLEN.

If you have purchased Kitastic Immediate Product Replacement Warranty to cover theft and products lost during transit, we will immediately issue a replacement.

To expedite the process, please make sure to use this format when emailing our Customer Care team:

Stolen, lost-in-transit order with immediate product replacement warranty

  • Order number:
  • Full name:
  • Contact email address:

Our Customer Care team will immediately initiate a replacement for you.


MY ORDER WAS LOST IN TRANSIT OR STOLEN, AND I DID NOT PURCHASE THE KITASTIC IMMEDIATE PRODUCT REPLACEMENT WARRANTY.

We advise you to reach out to your post, local carrier and state what has happened. We cannot guarantee a full refund or replacement for the lost or stolen items.


I INSERTED THE WRONG ADDRESS AT CHECKOUT, WHAT NOW?

Please ensure your full address is entered correctly at checkout before completing your order, as customer input errors may result in you not receiving your product(s).

Kitastic is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order.

Upon inquiry, Kitastic will confirm the delivery to the address provided, the date of delivery, tracking information, and shipping carrier information for the customer to investigate. As mentioned, please make sure to enter the correct delivery address, as we cannot be responsible for lost packages due to incorrect address.

 

WHAT ARE MY REFUND OPTIONS?

The following refund options are supported:

  • Refund to the original payment method
  • Refund to store credit (if applicable)

HOW SOON WILL I GET MY REFUND?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. To expedite this process, we require you to provide us with a tracking number for your return. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days.

The product must be in its original packaging, unwashed, undamaged, in as-new condition, with the tag attached (not ripped or torn), showing no visible signs of use, and with all papers included in your return.

 

LATE OR MISSING REFUNDS

If you have not yet received a refund, please follow these steps to resolve the issue:

  1. Double-check your bank account to ensure that the refund has not yet been credited.
  2. Contact your credit card company as it may take some time for the refund to be officially posted.
  3. Reach out to your bank as there is usually a processing period before the refund is posted.

If you have completed these steps and still haven't received your refund, please feel free to contact us at customerlove@kitastic.com.

 

WE RESERVE THE RIGHT TO MODIFY THIS RETURN POLICY AT ANY TIME.

Thank you for choosing Kitastic.

We appreciate your trust in Kitastic and look forward to helping you and your cat enjoy calmer, happier journeys together.

 

HAVE QUESTIONS?

Don’t hesitate to email us at customerlove@kitastic.com. We are here to help!