Shipping Policy

Thank you for visiting and shopping at Catopian.com.au. Our aim is to offer you the best shipping services, free of cost and within reasonable delivery times. We request that you read our shipping policy before placing your order to avoid any misconceptions.

ORDER PROCESSING & TRACKING

Once you place an order, it usually takes us 2 to 5 working days to process and dispatch the order. However, during peak and promotional times it may take up to 7 business days to dispatch the orders.

All our shipping services include tracking information. After your order has been successfully placed, you will receive a confirmation email. Once it has been shipped, you will receive a second email containing your tracking information. 

You can track your order from the time it leaves our global warehouse till it reaches its destination by either clicking on the link in the email sent to you or by visiting the Track Your Order page on our website. Please allow a few days for your tracking information to be updated on the international tracking websites.

If you believe your order has been delayed or you have not received your tracking details, please contact our Customer Care team via our Online Web Form or email us at support@catopian.com.au so we can lodge an inquiry for you.

PLEASE NOTE: Items in the same order will quite often be sent in separate packages. This is because our warehouses are located at multiple locations across China, US and Europe. Therefore, it is possible that the different items you pick as part of one order (with one order number) are sent to you from different locations. In this case, we will send you individual tracking information for each package that we send out. 

DELIVERY TIME 

We offer free shipping services on all of our orders. Delivery times vary based on the buyers’ location and are only estimates based on past experience. Please refer to the below table for an estimation of delivery times to your country.

Country

Estimated Shipping Time

Australia, Austria, Belgium, Canada, Denmark, Finland, France*, Germany, Hong Kong, Netherlands, Norway, Poland, Portugal, Singapore, Spain,  Sweden, Switzerland, New Zealand, United Kingdom**, United States 7-17 business days

Hungary, Ireland, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Russia, South Korea, Thailand, Turkey 

9-21 business days

Brazil, Greece, Croatia, Czech Republic, Mexico, Saudi Arabia, Slovenia, Slovakia, Ukraine

15-30 business days

Albania, Armenia, Azerbaijan, Bahrain, Bosnia & Herzegovina, Colombia, Cyprus, Estonia, India, Indonesia, Jordan, Kazakhstan, Kuwait, Kyrgyzstan, Lebanon, Morocco, Oman, Pakistan, Philippines, Qatar, Romania, Tajikistan, Turkmenistan, UAE, Uzbekistan 30-40 business days
Other countries 30-50 business days

 

* France: Packages can be shipped to mainland France with zip codes that start with 01 to 95. The packages cannot currently be shipped to overseas territories, including Corsica, Guadeloupe, Martinique, French Guiana, Reunion, St. Pierre and Miquelon and Mayotte.

** United Kingdom: Packages can be shipped to mainland UK as well as the Channel Islands and the Isle of Man.

NOTE: Shipping time is estimated and commences from the date of shipping, rather than the date of order, and can take longer than expected date due to invalid address, customs clearance procedures or other causes. 

CUSTOMS DUTIES & TAXES 

Please note that any customs and duties taxes which may be incurred are not the responsibility of Catopian and we are not aware of what they might amount to. You are responsible for paying any taxes or duties applicable to your order.  Please make sure you contact your local customs office to find out more if you have any concerns.

INCORRECT ADDRESS

If there is an error with your address, please contact us immediately at support@catopian.com.au and we will endeavor to amend it. However due the fast processing times of our warehouse this is not guaranteed.

We do not accept any liability for incorrect addresses, however will always try to accommodate amends where we can. To avoid disappointment, please make sure you check your delivery address carefully.

PLEASE NOTE: In the event that an item is deemed not  deliverable as a result of incorrect or incomplete shipping address, the courier would often return the package to the sender. In this situation, you should wait for the returned item to arrive at our warehouse, after which we can either re-ship the items to the correct address or offer a refund. Additional shipping or administrative charges may apply.

INCOMPLETE ORDER

There may be rare instances when items purchased are sold out/unavailable on the day of purchase. When this happens, the remainder of your order will still be dispatched. In the event that the item is sold out, a full refund will be processed to the original account used for the purchase.  

Orders are subject to availability and Catopian reserves the right to cancel any order, for any reason, including due to unavailability.

DAMAGES

All of our items are packed with care to protect them against damages. In the event that an item has been damaged during delivery, please contact us via our email support@catopian.com.au within 48 hours from the receipt of the package. A member of our team will then get in touch with you to confirm the damage and to resolve the issue.

RETURNS & Refunds

Please see our Refund Policy page for more information.