returns & refunds
Return & Refund Policy
Last updated: May 2026
Our policy in brief
We accept returns and issue refunds only in two cases — items that arrive damaged or orders that are lost in transit. All other sales are final.
Eligible cases for refund
Eligible
- Item arrives visibly damaged
- Order is lost in transit
Not eligible
- Change of mind
- Incorrect order placed by customer
- Item already assembled
- Minor cosmetic variations
Refund timeframe
Case
Refund deadline
Damaged item
Within 14 days of receiving the item
Lost in transit
Within 14 days of expected delivery date
Requests submitted after the 14-day window will not be eligible for a refund under any circumstances.
How to request a refund
To submit a refund request please contact us at support@catiocoops.com within the eligible timeframe and include the following:
Your order number
Clear photos of the damage — all affected areas
A brief description of the issue
Your preferred resolution — refund or replacement
We will respond to all refund requests within 24 hours on business days.
Order cancellations
Orders can be cancelled before shipment only. Once your order has been dispatched we are unable to cancel, redirect, or modify it under any circumstances.
To request a pre-shipment cancellation contact us immediately at support@catiocoops.com — we cannot guarantee cancellation once processing has begun.
Refund processing
Once your refund request is approved, the refund will be issued to your original payment method within 5–10 business days depending on your bank or payment provider.
Contact us
Phone and Whatsapp
+1 (313) 944-9723Customer support hours
Mon – Fri, 8:00am – 5:00pm (EST)
Response time
Within 24 hours