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Shipping

To our valued customers: As a result of the COVID-19 pandemic, we are experiencing service disruptions leading to shipping delays. Depending on conditions in your locality, transit times have been varying between 28-45 days. Your patience and understanding is highly appreciated during this challenging time.

We proudly offer worldwide shipping via ePacket! Please note, depending on your country or region, we require 3 to 5 business days to process most orders before shipping. Rest-assured we are doing everything in our power to get your order to you as soon as possible! Please consider any seasonal holidays that might impact delivery times.

At CatSherpa, we celebrate the act of discovery. We work with small vendors from all over the world to share their products, some of our products are shipped directly from our vendors overseas. Due to the nature of the shipping business, delays are often inevitable, all our shipping times are therefore guidelines only and specific time frames are not guaranteed.

For pre-ordered or back-ordered items:

If your order contains a pre-ordered or back-ordered item, we will ship any items we have available immediately and ship the items that are pre-ordered or back-ordered immediately when we have them available. So if you ordered more than one item on a single order and receive only a part of your item don't worry, you will receive your other items shortly after.

Tracking your order:

You will receive a confirmation email and/or text message, if you provided a mobile phone number, containing a tracking ID and a link to follow the journey of your package. To track your package you can visit our Tracking Page. If you are unsure of your Tracking ID please email us at info@catsherpa.com. Please allow up to 5 days for tracking information to populate and show in the system.

Please be advised that if your package has not shown recent movement or updates, unlike GPS, tracking information is unable to provide the real-time live location of your parcel. Status updates only occur as your package is scanned by the carrier when each new milestone is reached. Rest assured that all is going as planned and your order safely on its way to you!

Wrong address disclaimer:

It is the responsibility of the buyer to make sure that the shipping address entered is correct. We do our best to speed up processing and shipping time, so there is always a small window to correct an incorrect shipping address. Please contact us immediately at info@catsherpa.com if you believe you have provided an incorrect shipping address. 

We will not re-ship packages returned for wrong or incomplete addresses and customer unavailability. If your tracking information states that your package was delivered and you have not received it, you must contact the delivery carrier and address the issue directly with them. CatSherpa does not hold or accept responsibility for packages that have been stated as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.

Returns:

By placing an order on CatSherpa, you are responsible for the cost of return shipping back to CatSherpa. Please refer to our Return Policy for further information on how to make a return.

Lost/Stolen Packages

CatSherpa is not responsible for lost or stolen packages. If your tracking information states that your package was delivered to your address or otherwise picked up at a postal facility, and you have not received it please report it to your respective shipping carrier at the information provided to you on our Tracking Page. CatSherpa does not issue refunds for packages that the carrier confirms as being delivered or picked up. 

Satisfaction Guarantee

We stand by our products and want to make sure we back that up with a risk-free 30 day money-back guarantee. If you are not pleased with your purchase, please contact us to return your item(s) within 30 days for a full refund!

Free Shipping Worldwide

We proudly offer free worldwide shipping! Please allow an estimated 3-5 business days to process most orders before shipping.