Return & Refund policy

NEED HELP WITH A RETURN?

If you are not 100% satisfied with your Kitty Cave purchase, you can return your order for a refund or exchange within 90 days of receiving your product.

To be eligible for a return, products must be unused and in their original packaging. We offer free domestic returns and exchanges and will provide a digital prepaid UPS or FedEx shipping label. Please note that Kitty Cave does not provide physical return labels, and the customer must print the provided digital label.

To request a prepaid return label, please reach out to us via our contact form on our website. Your order will be refunded once the return has been received at our warehouse.

Need help finding your order number?

Your order number is the six-digit number included in your Order and Shipping Confirmation emails. It can also be found on your packing slip and in your Kitty Cave account. If you cannot locate it, please reach out to us via our contact form—we would be happy to assist you!

Return and Exchange Policy

Not all items are eligible for return. Products excluded from returns will be noted on product pages and/or at checkout.

To be eligible for a return:

  • Items must be initiated for return and shipped within 90 days of the delivery/receipt date.
  • Items must not be marked as “Final Sale,” “Non-Returnable,” or be personalized unless they are defective.
  • Items must be in their original condition and packaging, including all tags, manuals, accessories, and warranty cards.
  • A photo of the item(s) must be submitted before shipping so we can assess the condition. Please attach these photos when submitting your return request via our contact form.

Important: Bundle Refunds
If you request a refund on a bundle purchase, the bundle discount will no longer apply. The items you keep will default to their current sale price, and your refund will reflect the adjusted price difference.

Example:

  • You purchased a Peekaboo Cat Cave BOGO Pack for $89.
  • You return one Peekaboo, and the current sale price is $79.
  • Your refund would be $89 - $79 = $10.

This is only an example—your actual refund will be calculated when your return is processed.

If you wish to complete a return, the product(s) must be in usable condition. Once we receive your return, your refund will be issued via your original payment method. Refunds cannot be redirected to other accounts.

Processing Time

  • Returns are processed manually and may take up to 7 business days to be refunded.
  • Returns must be initiated through our customer support team via the contact form before shipping.

Return Address

Returns must be shipped to one of the following addresses after approval from our support team:

📍 ShipMonk PA2
160 Research Dr.
Pittston, PA 18640

📍 ShipMonk NV3
4970 E. North Belt Rd.
North Las Vegas, NV 89115

🚨 Important: Sending returns to these addresses without prior approval will result in delays, and we cannot guarantee a refund.

Return Conditions

  • Remove all non-Kitty Cave items from your return package. We are not responsible for returning non-Kitty Cave items, and they will be disposed of.
  • If you return your entire order, you must include all promotional or free items. If any promotional or free items are missing, the cost of those items at full price will be deducted from your refund.
  • If you return part of a kit, the remaining items will no longer be discounted, and the refund will be adjusted accordingly.

Restocking Fees

  • Large orders and frequent returns may be subject to restocking fees.

Domestic and International Returns

United States Returns

  • Approved domestic returns and exchanges will receive a free return shipping label via UPS or FedEx.
  • For exchanges, we will ship your replacement order free of charge.

International Returns

  • International customers returning items purchased on the Kitty Cave US website will not receive a prepaid return label.
  • Customers must provide their own return label with tracking to ensure a full refund.

📌 Proof of Return Required
We recommend keeping a copy of your drop-off receipt and taking a photo of your return label at the time of drop-off. If your package is lost in transit and we can verify that it was dropped off with proper documentation, we will honor your return or exchange.

Additional Information

  • Shipping costs from the original order are non-refundable.
  • Additional return shipping costs are non-refundable. A return is only authorized using a Kitty Cave prepaid return label. Any outside return labels purchased by customers will not be reimbursed.
  • All returns must be from a verified Kitty Cave order.
  • Kitty Cave does not accept returns for items purchased outside of our official website. If you purchased from an authorized dealer, their return policy applies. Please contact the retailer directly for more information.
  • All return labels provided by Kitty Cave are digital. We do not provide physical return labels.
  • If you have submitted multiple return requests and received multiple labels, please use all labels separately. Using one label for multiple returns will delay processing.
  • APO and PPO addresses may require a different return address due to shipping restrictions.
  • Personalized products are final sale and cannot be returned or refunded.
  • Orders with a processed warranty claim are not eligible for return.

Need Assistance?

For additional questions or more information, please reach out to us through our contact form on our website.

Thank you for choosing Kitty Cave—where we make every cat’s dream come true with our fun and cozy Peekaboo Cat Cave! 😻