Order Change & Cancellation Policy

1. Professional Commitment to Efficiency

At Kateyager, we recognize that our customers occasionally need to modify or cancel their orders after a purchase has been finalized. To maintain our commitment to rapid fulfillment—ensuring that your pet beds, toys, and accessories are dispatched within our 1-2 day handling window—we utilize an automated processing system. This policy outlines the specific conditions under which changes and cancellations can be accommodated to ensure a professional and transparent experience for all pet owners shopping at kateyager.com.

2. Cancellation Windows and Timelines

The ability to cancel an order is highly time-sensitive. We encourage customers to review their cart and shipping details thoroughly before confirming payment. All cancellation requests must be submitted before the order enters the "Fulfilled" or "Shipped" status.

Please note that our order cutoff time is 5:00 PM EST, Monday – Friday. Orders placed shortly before this time move into the handling phase almost immediately, significantly narrowing the cancellation window.

3. Order Modifications and Changes

If you need to adjust specific details of your order, we categorize modifications into two areas: Shipping Information and Product Selection.

• Shipping Address Changes: Accuracy is critical. If you discover an error in your delivery address, contact us immediately. We can only update addresses if the package has not yet been assigned a tracking number by USPS, UPS, or FedEx.
• Item Substitutions: To maintain inventory integrity, we cannot swap items within an existing order (e.g., changing a small pet bowl to a large bowl). In such cases, we recommend canceling the original order and placing a new one with the correct items.
• Quantity Adjustments: Requests to increase or decrease quantities are handled as a cancellation of the original order followed by a new transaction.

4. Refused Deliveries and "Return to Sender"

Refusing a package at the time of delivery is not an authorized method of cancellation. If a delivery is refused or returned to us due to an incorrect address provided by the customer, it will be processed according to our standard return guidelines. Please be aware that although we offer free returns via our pre-paid labels, unauthorized refusals may cause significant delays in your 10-day refund processing window.

5. Refund Processing for Cancellations

When an order is successfully canceled before shipment, Kateyager will issue a full refund to your original payment method. As with our standard refund policy, please allow up to 10 business days for the transaction to be reflected on your bank statement. We do not charge any cancellation fees for orders terminated within the allowed window.

6. Customer Support Contact

For all urgent cancellation or modification requests, please use "URGENT: CANCELLATION [Order Number]" in your email subject line to ensure our team sees it immediately during our support hours.

Support Hours: 8:00 AM – 7:00 PM (EST), Monday – Saturday

Email: support@kateyager.com

Store: Kateyager