Refund Policy

100% MONEY BACK & SATISFACTION GUARANTEE 

At Feltcave, it is our absolute priority that all customers are completely satisfied when shopping with us. 

Please contact us at [email protected] for any questions/concerns regarding your order.  

RETURNS & EXCHANGES

We will refund your order charges if your cat will still not use the cave 2 weeks after it has been delivered (according to tracking).

If your cat's Feltcave ever wears out or fails (hasn't happened yet) simply let us know and we will exchange it free of charge.  

If you need to return your order for a refund, please contact us at hello@feltcave.com for instructions.

WHAT IF THE PRODUCT I RECEIVED WAS DEFECTIVE?

If the item(s) you received are defective, please contact us at [email protected] and we will either issue a full refund, replacement, or repair depending on the circumstances of the situation. 

Note that customers are responsible for returning the defective unit to us before we can issue a replacement. 

WHAT IS YOUR CANCELLATION POLICY?

We allow up to 12 hours from when the order has been placed in order to request a cancellation.

Please understand that we will not be able to cancel your order any time beyond that as we do our best to process and ship out items as fast as possible. 

WHEN WILL I BE REFUNDED FOR MY RETURN?

Refunds are processed as soon as we receive the returned items in our department.

It can take anywhere between 5-10 business days for the refunded amount to show on your bank statement. If it has been beyond this period, we advise contacting your bank to see if there might be a pending credit waiting to post. 

We highly recommend all customers to get a tracking number from their local post office when sending their items back to us.

LATE OR MISSING REFUND?

If you have not received your refund yet, check your bank account. If a refund is still missing, contact your credit card company, as it may take some time too before it correctly reflects on your statement. 

Next, contact your bank. There is sometimes a processing window before the refund amount is posted.

If all of these steps are done and you still don't have the refund, please email us at hello@feltcave.com

WHAT SHOULD I DO IF THE TRACKING PAGE SHOWS MY ITEM WAS DELIVERED, BUT I NEVER RECEIVED IT?

We are so sorry for the trouble!

We always recommend checking around your property or with neighbours to ensure your package was not misplaced.  

If after checking and you were unable to recover your packages, please contact your local post office and provide them with your tracking number.

Please contact us at [email protected] if you need further assistance on this matter and we will provide the best solution that we can. 

Often times we will be able to resend the package if it was returned to our warehouse due to an error on the mailing address. However if not, then we can offer to send a replacement at a discounted rate. 

We will not be able to refund any orders that show delivered, but claimed to not have been received. 

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Additional Policies

We do not provide refunds for any orders that are refused delivery. This is due to the shipping courier improperly re-routing delivery back to our warehouse - resulting in the complete loss of the goods. 

When you order from feltcave.com, you agree to wait the expected times of deliveries that are stated in both your order confirmation receipts and any further updates that are sent to the email used when purchasing.