Refund policy
Refund & Return Policy
At Kitastic, your satisfaction is our top priority. Every order is carefully packaged and individually checked for quality before being shipped. We are committed to providing products that make traveling with your cat easier and vet visits calmer — and we stand behind everything we sell with a 30-day money-back guarantee.
Contact Our Support Team
Our Customer Care team is always available and will respond within 24 hours. To help us assist you as quickly as possible, please reach out to us at kitasticat@gmail.com and include the following information: your order number, a clear description of your issue or concern, and the email address and full name used when placing your order.
Please be aware that some companies may pose as Kitastic. If you placed an order and we are unable to locate your order ID in our system, it is likely that the order was placed through a company falsely representing itself as Kitastic.
Order Cancellations
Orders can only be cancelled within the first 12 hours of being placed. After this window, your order will already have been registered in our system and with our shipping carrier. If you wish to cancel within the 12-hour period, please contact us immediately at kitasticat@gmail.com.
30-Day Money-Back Guarantee
When you shop with Kitastic, you have the peace of mind of knowing that all products are covered by our 30-day money-back guarantee. To be eligible for a return, your item must meet the following conditions depending on the product type.
For Kitastic Cat Carriers, the item must be in its original packaging, unwashed, undamaged, and in as-new condition, with the tag intact and all included papers returned with the package, showing no visible signs of use.
For Calming Kitastic Sprays, due to health and hygiene reasons, we are unable to accept returns 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 altered product.
How to Start a Return
To initiate a return, please email our support team at kitasticat@gmail.com. Our team will review your request and, if approved, send you a confirmation email with specific shipping instructions. Please do not ship your return without first receiving approval and instructions from our team, as unauthorized returns may not be processed.
Return Shipping
Return shipping costs are the responsibility of the customer. We do not provide prepaid return labels at this time, and original shipping charges are non-refundable. Please use a tracked shipping method, as a tracking number is required for us to process your refund promptly. Do not return the product to the address printed on the original package without prior instruction from our team, as doing so may result in us being unable to locate and process your return.
Returns on Free Shipping Promotions
If your order qualified for a free shipping promotion 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 dispatched.
Damaged or Defective Items
If your product arrives damaged or defective, please contact us at kitasticat@gmail.com within 3 days of delivery. To process your claim quickly, please include the following in your email: a note indicating the item is damaged or defective, your order number, your full name, a detailed description of the issue, and a photo or video clearly showing the damage. We will issue a replacement immediately upon verification.
Lost or Stolen Orders
If you purchased Kitastic's Immediate Product Replacement Warranty and your order was lost in transit or stolen, please contact us at kitasticat@gmail.com with the subject line indicating a lost or stolen order covered by the replacement warranty. Include your order number, full name, and contact email address. Our team will initiate a replacement immediately.
If you did not purchase the replacement warranty and your order was lost or stolen, we recommend contacting your local postal carrier or shipping provider directly. Unfortunately, we cannot guarantee a full refund or replacement in these cases.
Incorrect Shipping Address
Please ensure your full and correct delivery address is entered at checkout before completing your order. Kitastic is not responsible for packages that are lost or undelivered due to an incorrect address provided by the customer. Upon inquiry, we will confirm the delivery address, tracking information, and shipping carrier details so you can follow up with the carrier directly.
Refund Options
Once your return is received and inspected, we will notify you by email regarding the approval or rejection of your refund. If approved, your refund will be processed to your original payment method or as store credit, depending on your preference and eligibility. Please allow several business days for the amount to be posted, as processing times vary by bank or card provider.
Late or Missing Refunds
If you have not yet received your refund, we recommend first checking your bank account to confirm it has not already been credited, then contacting your credit card company, as posting times can vary. If you have completed these steps and still have not received your refund, please contact us at kitasticat@gmail.com and we will look into it right away.
Kitastic reserves the right to modify this Return Policy at any time. Thank you for choosing Kitastic — we look forward to helping you and your cat enjoy calmer, happier journeys together.