Refund Policy

Returns & Exchanges

At Catto, we strive to ensure that our product descriptions are as detailed and accurate as possible so that you encounter no surprises when you receive your order. We want our customers to know exactly what they are purchasing.

If you are not satisfied with your purchase, please contact us at contact@mycatto.com within 30 days of receiving your order to arrange a return or exchange.

Please Note: We cannot accept returns of opened Silvervine sticks, as they are sealed using a special process to reduce bacteria and ensure the highest quality for your cat's health.

Order Cancellation Policy

We take pride in our ability to process orders quickly. Orders can be cancelled for a full refund within 4 hours of purchase.

It is imperative that you contact us via email at contact@mycatto.com during this window if you wish to cancel. After this 4-hour period, the order is processed and cannot be cancelled.

If you no longer want the item after the cancellation window has closed, you may return it once delivered in accordance with our Return Policy. No cancellation request can be honored if the order has already been processed.

Address Errors

It is your sole responsibility to verify the accuracy of your shipping address and to contact us immediately regarding any necessary modifications. A change of address can only be processed if your order has not yet been finalized or shipped.

We cannot be held liable for incorrect shipping information provided by the customer. Furthermore, we are not responsible for orders that are refused by the recipient or are undeliverable due to inaccessible or incomplete addresses.

In such cases, packages may be returned to us, though this is not guaranteed.

If your order is returned to the sender due to an address error, we will offer you a choice between:
- A refund of your order, minus the original shipping costs; or
- Reshipment of your order (additional shipping fees may apply).

You are not eligible for reshipment or a refund until the package has been successfully received by our warehouse.

Return Policy

We accept returns for almost any reason—whether you are dissatisfied with the product or have simply changed your mind—provided you initiate the process within 30 days of receipt.

Damaged or Incorrect Items:
Please inspect your order immediately upon arrival. If your item is damaged or incorrect, you must notify us within 48 hours of delivery so that we can resolve the issue promptly.

Chargebacks & Disputes:
We encourage you to contact us directly before initiating a chargeback with your bank or credit card issuer—we are committed to resolving any issues amicably. Filing a chargeback without prior communication may be treated as fraudulent behavior. Returns associated with chargebacks must be completed within 20 days of the dispute initiation.

Return Process & Disclaimers:

*   Return Shipping Costs: Customers are responsible for return postage costs. We will issue a return shipping label via email, and the cost of this label will be deducted from your final refund amount.
*   Tracking Numbers: When returning a product, a valid tracking number is required to ensure proof of delivery. Refunds will not be issued until we physically receive the returned item.
*   Refunds: Refunds will be processed within 5-7 business days after we receive and inspect the returned product. Please note that depending on your financial institution, it may take up to an additional 10 business days for the funds to appear on your statement.

To initiate a return, please contact our support team at contact@mycatto.com.