Be prepared for delays due to the impact of COVID19
Our fulfilment times will be longer than usual and may continue to increase until things get back to normal. The entire industry is grappling with challenges and we’re seeing delays in our supply chain, including distributors and shipping carriers.
If you are unhappy with the items that you have received, please contact customer service FIRST by sending an email to email@example.com. Merchandise returned to the manufacturer without contacting customer service will not be processed correctly.
It is very important that you read the description of each item before you place your order. There is a sizing chart available on site so you can choose your correct size. It is also of equal importance that you provide us with your correct information before you finalize your order.
At this time, we do not accept returns for any reason because as mentioned earlier, we do not hold inventory or stock for all items made-to-order. If you wish to make a correction on your order, please contact customer service within 24 hours from the time you submitted your order form. We normally send your order information immediately to the production facility but if you contact us within the indicated timeframe, we will still be able to make your requested amendments.
On the other hand, if we sent you the wrong order, kindly let us know as soon as possible so that we can send you the correct item. In the instance of our error, you do not have to return the item. You can keep it!
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Please place your order carefully. You must contact our support should you wish to cancel your order. Our staff will try to intercept the order before it goes into production. However, we do not guarantee we will be able to do so.
The shipping fee will be included in your final bill unless it was waived due to some promotion. Shipping fee is non-refundable.
Shipping and Delivery
At this time, Kitty Secrets Ltd ships merchandise to locations within the United States and U.S. territories only. We don nt ship anywhere else at this time, but we plan to include the United Kingdom soon. The risk of loss and title for all merchandise ordered on this Web site pass to you when the merchandise is delivered to the shipping carrier and appropriate tracking number issued for the package.
Kitty Secrets Ltd’s staff will do it’s best to help resolve any issues, and achieve total customer satisfaction.
Custom Duties, Tax and Charges
Custom Duties, Tax and charges are not included in our base price. This is a customer’s responsibility as each country has different Custom Duties and Laws of Taxation.
- I got the wrong shirt. How can I get my correct order?
In the event of a wrong order, please contact Customer Service at firstname.lastname@example.org. We will ask you to take a picture of what you have received for verification purposes. We will then check our records to verify your claim. If we made the mistake, we will go ahead and send you your correct order. You do not have to send the wrong product back to us.
- I received a defective or damaged product. What do I do?
Please contact Customer Service at email@example.com. We will ask you to take a picture of what you have received for verification purposes. If we made the mistake, we will go ahead and send you your correct order. You do not have to send the wrong product back to us.
- I ordered the correct size but it’s a bit small/large can I return it and exchange it to a different size?
Unfortunately, Kitty Secrets Ltd is currently unable to process a return and exchange due to size because we do not hold inventory or stock.
- I entered the wrong address information. Can I still correct it?
We can try to make corrections to your order within 24 hours from the time that you submitted your order form. If you request for the corrections after 24 hours, we will no longer be able to update it on our end. You will then have to wait for your order to be shipped to you.
- I just made an order but I changed my mind and I’d like to cancel it.
Please order carefully. You should contact us in the first 24 hours since placing your order, we will do our best to help you out and cancel your order if possible. Please contact Customer Service at firstname.lastname@example.org.
- I made an order 3 days ago and since it hasn’t been shipped yet. I’d like to cancel it.
Please know that all our shirts are made-to-order. Orders are sent to production within 24 hours from the time your they are placed. After 24 hours, we can no longer try to cancel your order. Please bear in mind that production time may take 5-7 business days but delays may occur during holidays or epidemics
- Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.
Please keep this in mind when receiving deliveries.
- I received the shipping notification but I still haven’t received my order.
Please contact the shipping company to check on your order. The tracking number is provided in the shipping notification that you have received. If your package was lost in the mail or missing, then contact customer service at email@example.com, and we will try to help find the order for you.