FAQs

Frequently Asked Questions (FAQs)

Last Updated: January 2026

1. Shipping & Delivery

What are your shipping costs?

We offer a simple flat-rate shipping fee of $6.99 for all orders within the United States. This applies regardless of whether you are purchasing a small toy or a large pet bed.

How long will it take to receive my order?

Our typical delivery window is between 3 to 9 business days. This consists of a 1-2 day handling period and a 2-7 day transit period via USPS, UPS, or FedEx.

What is the order cutoff time?

Our daily cutoff time is 5:00 PM EST, Monday through Friday. Orders placed after this time or during the weekend will begin processing on the following business day.

Do you provide tracking information?

Yes. Once your order has been dispatched, you will receive an automated email containing your tracking number and a link to the carrier’s website. Please allow up to 48 hours for the tracking status to update.

2. Returns & Refunds

What is your return policy?

We accept returns for both defective and non-defective products within 30 days of delivery. Items must be in "New" condition and in their original packaging.

How do I return an item?

Returns are handled by mail. A pre-paid return label is included in your original package. Simply pack the item securely, attach the label, and drop it off at the respective carrier location.

Are there any restocking fees?

No. At Kateyager, we do not charge restocking fees. Additionally, return shipping is free when using our provided labels.

How long does the refund take?

Once we receive and inspect your returned item, we process the refund within 10 business days. The funds will be credited back to your original payment method.

3. Orders & Products

Can I change or cancel my order?

Order cancellations or modifications are only possible if requested before the order enters the fulfillment stage. Please email support@kateyager.com immediately if you need to make a change.

What types of products do you sell?

We specialize in premium pet supplies, specifically Accessories, Beds, Carriers, Pet Bowls, and Toys designed for high durability and pet comfort.

My order arrived damaged. What should I do?

If your product arrives defective or damaged, please contact our support team with your order number and photos of the damage so we can arrange a replacement or refund immediately.

4. Payments & Security

Which payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express, Discover), digital wallets (Apple Pay, Google Pay), and PayPal.

Is my payment information secure?

Absolutely. We use SSL encryption and industry-leading payment processors to ensure your data is never compromised. We do not store your full credit card details on our local servers.