Shipping policy
Last Updated: July 27, 2026
ORDER PROCESSING
All orders are dispatched from Canada. We are committed to getting your order on its way quickly. Orders are processed and shipped within 1-2 business days of receiving payment. (Business days are Monday to Friday and exclude statutory holidays in British Columbia.)
Where an item is made to order, the dispatch time is stated on the product page and confirmed in your order confirmation email.
If we cannot dispatch your order within 30 days of receiving it, or within any shorter period we stated at checkout, we will contact you and offer you the choice of a new dispatch date or a full refund.
DELIVERY
We ship to the address you provide at checkout. Your order confirmation email records the delivery address, the carrier and the shipping method. Tracking details are sent in your shipping confirmation email.
Delivery timeframes given at checkout are estimates. They depend on the carrier and the destination, and we cannot guarantee an exact delivery date.
RISK OF LOSS
Risk of loss and damage passes to you when you, or a person you have named to receive the goods, take physical possession of them. If your order arrives damaged, or does not arrive at all, contact us at hello@kittycathabitat.ca and we will put it right at our cost.
LOCAL DELIVERY
Free local delivery is available for Nanaimo, BC, within 10km of the city centre. Please indicate at checkout when someone will be home to receive the delivery, or email hello@kittycathabitat.ca to arrange a time.
Delivery note: Please make sure your address is correct and that packages are accepted or picked up promptly.
INTERNATIONAL SHIPPING (DUTIES, TAXES & FEES)
For orders shipped outside Canada, you are the Importer of Record and are responsible for complying with the laws and regulations of the destination country. You are responsible for all import duties, taxes, brokerage fees, and customs-related charges imposed by your country.
We cannot determine these amounts in advance. Where they are collected at checkout, they are shown separately before you pay. Where they are not, the carrier or customs authority will charge you on delivery.
We do not refund duties, taxes, brokerage, or customs fees, except where required by law or where you are entitled to a refund under our Return and Refund Policy.
Orders shipped to the European Union, Iceland and Norway are sold through Shopify Managed Markets, with Global-e US Inc. acting as merchant of record for those orders.
PACKAGE REFUSALS & UNDELIVERABLE ITEMS
Please accept or collect your delivery promptly. Carriers hold parcels for a limited time and return them to us afterwards.
If a package is refused or not collected and comes back to us, contact us at hello@kittycathabitat.ca and we will work out the best resolution with you. Any return shipping cost that arises may be deducted from a refund, except where the law requires otherwise, where the delivery failed through carrier error, or where you are exercising a statutory right to cancel or withdraw.
Refusing or not collecting a delivery does not remove any statutory right you have to cancel or withdraw from your order. If you have that right, our Return and Refund Policy applies and we will treat the refusal as notice of your decision.
If the delivery failed because of carrier error, contact us and we will resolve it at our cost.
For local purchases, at our discretion, we may collect the item directly from you, but this is not guaranteed.
CONTACT US
Kitty Cat Habitat
Sean Langwith
2000 Island Hwy. N. Suite 1013, Nanaimo, BC V9S 5W3, Canada
hello@kittycathabitat.ca
1-672-879-2000