Shipping Policy

1. Introduction and Scope

At Kateyager, we recognize that the timely and safe delivery of your pet essentials—ranging from ergonomic beds and secure carriers to engaging toys and high-quality bowls—is a fundamental component of your shopping experience. This Shipping Policy is designed to provide comprehensive transparency regarding our logistical procedures, timelines, and costs. By finalizing a purchase at kateyager.com, you acknowledge and agree to the terms outlined herein. Our commitment is to ensure that your companions receive their premium accessories with the highest standard of professional care and efficiency.

2. Shipping Timelines and Order Processing

Efficiency in fulfillment is a priority at Kateyager. We utilize a structured timeline to manage expectations and ensure that every order is handled with precision. Please note that all times referenced are in Eastern Standard Time (EST).

Business days are defined as Monday through Friday, excluding United States federal holidays. While we strive to meet these windows consistently, please be advised that during peak seasons (such as November and December) or during significant promotional events, handling times may be slightly extended.

3. Shipping Costs

Kateyager believes in straightforward pricing. We do not apply hidden surcharges or variable weight-based rates for domestic shipping within our primary service zones. Instead, we offer a consistent flat-rate structure for all pet supplies.

4. Delivery Services & Carrier Selection

To ensure the most reliable service, Kateyager partners with industry-leading logistics providers. Your order will be dispatched via one of the following reputable carriers:

• USPS (United States Postal Service): Primarily used for smaller accessories, pet bowls, and toys.
• UPS (United Parcel Service): Often utilized for larger items such as pet beds and heavy-duty carriers.
• FedEx: Employed for expedited routing or specific regional logistics needs.

The selection of the carrier is determined by Kateyager at the time of shipment, based on the dimensions, weight of the product, and the final destination to ensure the most efficient transit time possible.

5. Tracking Your Shipment

Once your order has moved through the handling phase and has been collected by the carrier, an automated shipping confirmation email will be sent to the email address provided at checkout. This notification will include:

1. The name of the assigned carrier (USPS, UPS, or FedEx).
2. A unique tracking number.
3. A direct link to the carrier’s tracking portal.

Please allow 24 to 48 hours for the tracking information to update on the carrier's website. In some instances, the initial scan may not occur until the package reaches a major regional sorting hub.

6. Address Accuracy and Re-routing

The customer is responsible for providing a complete and accurate shipping address at the time of purchase. Please double-check apartment numbers, suite numbers, and zip codes. Kateyager is not liable for orders delivered to an incorrect address provided by the customer.

If you discover an error in your shipping address after the order has been placed, please contact support@kateyager.com immediately. If the order has not yet entered the fulfillment stage, we will make every effort to correct the destination. However, once a package has been handed over to the carrier, we are unable to redirect it.

7. Product-Specific Shipping Considerations

Given the diverse nature of our catalog—spanning from small toys to large-scale furniture-style beds—certain items may ship in separate packages. This is done to protect the integrity of the items during transit. For example, a delicate ceramic pet bowl may be boxed separately from a heavy nylon pet carrier to prevent impact damage. If you receive a partial delivery, please consult your tracking information, as the remaining items are likely in a separate parcel shortly behind.

8. Missed Deliveries and Lost Packages

If the carrier is unable to complete a delivery due to the absence of a secure location or a required signature, they may leave a notice for pickup or attempt redelivery on the following business day. In the rare event that your tracking information indicates "Delivered" but you have not received the package:

• Verify the shipping address on your order confirmation.
• Check with neighbors or building management.
• Look for a notice of attempted delivery.
• Contact the carrier directly to verify the GPS coordinates of the delivery.

If the package remains missing after 3 business days from the "Delivered" status, please contact our support team for assistance in filing a claim.

9. Customer Support and Contact Information

For any inquiries regarding your shipment, delivery status, or technical issues with tracking, our dedicated support team is available during the following hours:

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

Email: support@kateyager.com

We aim to respond to all shipping-related emails within 24 hours during our standard operating window.