Refund policy

🐾 Cat City Returns & Refunds Policy

Because Cat City products are handmade and intended for pet use, we don’t accept physical returns. Items can’t be safely reused once they’ve entered a home, and we also want to keep shipping costs low for everyone.

That said, your cat’s happiness matters to us, and we’re always here to help.

Defective or Damaged Items

If your order arrives damaged or with a defect, please contact us within 7 days of delivery with a photo of the issue.

Once reviewed, we’ll issue a refund and ask that you safely dispose of the item, no need to ship anything back.

If Your Cat Isn’t Interested

Cats are wonderfully opinionated, and sometimes a toy just isn’t the right match.

We ask that you give your cat at least 3 days from first introduction, allowing them to explore at their own pace and without pressure.

If after that time your cat shows no interest, you may contact us within 7 days of delivery and we may offer a one-time courtesy refund per customer, at our discretion.

Because our items are handmade and cannot be resold, refunds for disinterest are limited to help keep Cat City sustainable for everyone.

Important Notes

  • We do not accept mailed back returns.

  • Clearance, custom, and final sale items are not eligible for refunds.

  • Proof may be required for damaged or defective items.

  • We reserve the right to refuse refunds for repeated or abusive claims.

If you ever have questions, you can always email us, Cat City is run by a real human who genuinely cares about cats.