Shipping Policy
Thank you for choosing Catto. We are committed to delivering your order as quickly and efficiently as possible. Below, you will find our official policy regarding order processing, shipping rates, and delivery estimates.
Order Processing
All orders are processed and prepared for shipment within 24 hours of purchase.
During this period, our team verifies payment information and prepares your items for dispatch. Please note that "processing time" is separate from "shipping time" (the time it takes for the carrier to deliver the package once it leaves our facility).
Shipping Rates & Estimates
Shipping charges for your order will be calculated and displayed at checkout. We offer both Standard and Expedited shipping options.
Estimated Delivery Timelines (Post-Processing):
United States: 2 to 5 business days.
International (UK, Australia, Canada, & Rest of World): 6 to 10 business days.
Please note: Delivery delays can occasionally occur due to carrier logistics, which are beyond our control.
Shipment Confirmation & Order Tracking
You will receive a Shipment Confirmation email once your order has officially shipped containing your tracking number. The tracking number will typically become active within 24 hours.
Order Modifications & Address Changes
We process orders rapidly to ensure fast delivery. Therefore, we cannot guarantee changes to your order details or shipping address once an order is placed.
Modification Window: You must request any changes (including address corrections) within 4 hours of placing your order.
Procedure: Please email us immediately at contact@mycatto.com with the subject line "URGENT: Order Change".
If your order has already been processed or shipped, we are unable to make further modifications.
Undeliverable & Returned Packages
It is the customer's sole responsibility to provide a secure and correct shipping address.
If a package is returned to Catto due to an incomplete/incorrect address provided by the customer, or because the package was unclaimed:
We will contact you to correct the address information.
Reshipping fees will apply to send the package a second time.
Original shipping fees are non-refundable.
Damages, Lost, or Delayed Packages
Lost or Delayed in Transit:
If your order appears lost or is significantly delayed beyond the estimated window, please contact us at contact@mycatto.com. While we are not liable for errors caused by the carrier (USPS, UPS, FedEx, etc.), we will assist you in opening an investigation and finding an appropriate solution.
Delivered But Not Received:
If your tracking information states that your package was delivered, but you have not received it:
Verify the shipping address provided on your order confirmation.
Check around your property (mailbox, porch, garage, rear door).
Check with neighbors or family members who may have accepted the package.
Contact your local post office or carrier immediately for GPS delivery coordinates.
If the package is still missing, you must contact us at contact@mycatto.com within 5 business days of the marked delivery date. Failure to report within this timeframe may result in our inability to assist further.
Holiday & Peak Season Disclaimer
During US national holidays or peak promotional periods (such as Black Friday or Christmas), processing and shipping times may be extended. While we strive to maintain our 24-hour processing standard, carrier volumes may result in transit delays. We appreciate your patience during these high-volume times.
Returns & Exchanges
In accordance with our Return & Refund Policy, returns are accepted within 30 days of delivery. Unless the item is defective or incorrect, the customer is responsible for return shipping costs.
Contact Us
If you have any further questions regarding your order or our shipping practices, please contact our support team at contact@mycatto.com.