Shipping Info

Shipping Info

SHIPPING INFO

Thank you for visiting The Cat Den. The following information sets out the terms and conditions that constitute our Shipping Policy.

1. Order Confirmation

An email confirmation is sent to your e-mail address after placing your order. Please keep this e-mail as proof of your purchase. In the event you do not receive a confirmation email, please double check your spam/junk folder.

2. Shipment Processing Time

Shipment processing takes 1-2 business days. The processing time refers to the time it takes for us to prepare your order for shipping. After your payment is authorised and verified, we work as fast as we can to dispatch your items as soon as possible but generally we ship most items the following business day.

During times of peak demand such as end of financial year, Black Friday, Cyber Monday, and the Christmas period this may increase to 2 business days.

3. Shipment Locations

3.1. Domestic Only
The Cat Den does not ship internationally at this time. We ship domestic only within Australia. Deliveries will be made to your front door.

4. Delivery estimates

We endeavour to get your order to you as soon as possible. Delivery times are estimates and commence from the date of shipment, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Estimated arrival dates are not guaranteed. Weather delays and other unforeseen circumstances may impact delivery time.

(a) Standard Shipping

All orders are usually processed and shipped usually within 1-2 days of receiving your order and will be dispatched from our Melbourne warehouse.

Below is a rough guide of how long your order will take you reach you depending where you are in Australia.

VIC: ~3 - 8 working days
SA, NSW, QLD & ACT: ~5 -10 working days
TAS, NT & WA: ~7 - 14 working days.

Please note: Time frames given are a guide only. Your tracking information will give you an accurate ETA once with the delivering courier.

(b) Please note:

(i) Business day means Monday to Friday, except holidays.
(ii) Orders are usually not shipped or delivered on weekends or holidays.
(iii) Date of delivery may vary due to carrier shipping practices, delivery

location, method of delivery, and the items ordered.
(iv) Items may be delivered in partial deliveries across separate shipments, and in some cases with different carriers.
(v) When placing your order, we consider these factors when calculating the estimated delivery date:
1. (A) Transit Time: The amount of time it takes your order to leave our distribution centre and arrive at the local delivery carrier.
2. (B) Weight factor: Shipping costs are based on the weight of your order and the delivery method. To find out how much your order will cost, simply add the items you would like to purchase to your cart, and proceed to the checkout page. Once at the checkout screen, shipping charges will be displayed.
(vi) Due to ongoing flooding, staff isolations, higher than usual demand, & holiday periods, packages to and from our warehouse facility in Melbourne, Victoria may be delayed. We appreciate your patience during this time.
(vii) We will not be responsible for delivering to the wrong shipping address if you initially provided incorrect information.

5. Tracking Options

The Cat Den aims to provide visibility and transparency throughout the shipment process. Once your order is confirmed and shipped, you will receive a tracking ID and link to track your package. Each parcel will carry a custom QR code or barcode label which is scanned across the various stages of its journey, you will be able to view the location of your item during the delivery process.

5.1. Domestic Only
All orders delivered within Australia automatically have tracking included.

6. Cancellations

If you need to cancel your order, please let us know as soon as possible by emailing contact@thecatden.com.au and placing the subject line as "URGENT CANCELLATION Order #........." with your full name and order number and our team will do our best to put a stop to the dispatch.

Please note: If you wish to cancel once the package has been accepted by the courier for delivery then we will be unable to assist as it will already be on its way to you and you will need to contact our support team to arrange a change of mind return.

7. Change of Shipping Address

If you need to change your address, please let us know as soon as possible by emailing contact@thecatden.com.au and placing the subject line as "URGENT CHANGE OF ADDRESS Order #........." with your order number, and revised address and our team will update the address on the shipping label.

Please note: If you wish to change your address once the package has been accepted by the courier for delivery then we will be unable to assist as it will already be on its way to you.

8. Damages

If there is any damage to the packaging on delivery, contact us immediately at contact@thecatden.com.au.

9. Missing or Lost Package

There are several reasons why a package gets lost or becomes a deliver exception. We’ve found that, more often than not, the package is either in the building or with a neighbour. The Cat Den politely requests that customers look in common courier hiding spots. Please take a look around and let us know if you find it. If you haven't located your order, please contact us at contact@thecatden.com.au to report missing or lost packages.

10. The Cat Den's Shipping Protection Promise

Shop with 100% confidence. In the unfortunate and rare event that your order does not get delivered, or if your order is damaged on arrival, we will replace or refund your order. Guaranteed.

Item damaged in transit: If your order has been delivered, but is damaged, please send photo proof and a description of the damage to contact@thecatden.com.au as soon as possible.

If you claim a replacement product or refund for an item damaged on arrival, please keep the original boxes as we may need to have the item sent back to us for inspection. (At our cost)

Item lost in transit: If your order has not been delivered by your assigned courier after 6 weeks, please contact us at contact@thecatden.com.au and we will arrange your replacement or refund.

11. Undeliverable Packages

In the unlikely event that your parcel is returned to us, our customer service representative will contact you via email.

12. Unsuccessful Delivery Attempt

If no one is present when the order arrives and it is being delivered by Australia Post, a notification will be left in the mailbox for you to pick up your parcel at your local Post Office. If no one is present when your item is delivered by Aramex, Toll, Hunter Express or Allied Express, your item will be left in a safe space if deemed safe to do so by the driver. Alternatively, a calling card may be left for collection from the local depot. A re-delivery cost may occur if you are not home at the arranged time and want to arrange a redelivery.

13. Rejected By Receiver

If your item is a gift, please ensure the receiver knows about it to avoid parcel rejection. A re-delivery cost will occur if the parcel has to be resent.

The expected time delivery given by each courier is for reference only. Delivery might be quicker, or take longer than expected due to various reasons. If you do not receive your item within 15 business days, please contact our customer care team.

Pick up or arranging your own courier is not available at our warehouse to ensure our distribution centre can dispatch all goods efficiently at all times.

14. Postcodes Not Yet Covered

Due to the limited access of our carriers, there are certain postcodes that we are currently unable to deliver to. Please contact us if you believe your postcode is usually difficult to deliver to.

We try our best to include all of the undeliverable postcodes on the list, however, there are still a few postcodes that could be undeliverable for certain products. Orders with no shipment service will be cancelled and refunded automatically.

Please contact our customer support team for more information if you need the item to be delivered to a remote postcode to ensure your order can be processed successfully.