Shipping policy

Shipping Policy

1. Order processing
All orders are processed within 1–3 business days (Monday to Friday, excluding public holidays). Orders placed on weekends or public holidays are processed on the next business day.

2. Delivery times
All orders are shipped from our international fulfilment centre. Estimated delivery times, including processing time, vary by destination:

  • United States: 4–10 business days
  • European Union & United Kingdom: 4–10 business days

In rare cases, delays may occur due to customs processing or local postal services, which are beyond our control. If we become aware that your order will not ship within the stated time, we will notify you by email and give you the option to cancel your order for a full refund.

3. Shipping methods
We work with reliable logistics partners to ensure safe and smooth delivery. The shipping method may vary depending on your address and local conditions.

In the United States, parcels are normally delivered directly to your door, and you may receive a text or email notification when your parcel has been delivered. In some cases, delivery may be made to a nearby pickup point, for example if your address is not accessible.

4. Shipping costs
Shipping costs are calculated and displayed at checkout based on your delivery address and chosen shipping option.

5. Order confirmation & tracking
After placing your order, you will receive an order confirmation by email. Once your order has shipped, we will send you a shipping confirmation with a tracking number and instructions on how to follow your delivery.

If you do not receive these emails, please check your spam folder. If you still cannot find them, contact us at support@catportal.net and we will sort it out.

6. Incorrect addresses & missed deliveries
Please make sure your shipping address is correct before completing your order. If you notice a mistake, contact us as soon as possible. We can only change the address before your order has shipped.

If a delivery fails because of an incorrect address, a missed pickup or the recipient being unavailable, we will contact you as soon as possible to find a suitable solution. If the parcel is returned to us, reshipping costs may apply.

7. Lost, damaged or missing parcels
Tracking may sometimes pause for a few days while your parcel is in transit or clearing customs. This is normal. If your tracking shows no updates for more than 10 business days, your parcel arrives damaged, or tracking shows “delivered” but you haven’t received it, please contact us within 14 days of the expected delivery date at support@catportal.net.

For damaged items, please include a photo. We’ll look into it with the carrier and, where appropriate, send a free replacement or issue a full refund.

8. Customs, duties & taxes
  • United States: For orders shipped to the United States, all import duties and taxes are included in the price. You will not have to pay any additional customs fees or import charges upon delivery.
  • European Union: For orders shipped to the European Union, local VAT and import duties are generally not included in the checkout price. While the vast majority of our packages are delivered smoothly without any extra charges, please note that international shipments can occasionally be subject to local customs checks. In the rare event that your local customs office or courier requests a handling fee or VAT upon delivery, this would be the responsibility of the recipient.

9. Contact & support
If you have any questions or issues regarding shipping or delivery, please contact our support team at support@catportal.net. We are here to help.