Shipping policy

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–Friday and exclude statutory holidays in British Columbia.)

LOCAL DELIVERY

Free local delivery is available for Nanaimo, BC, within 10km of the city centre. Please indicate at check out when someone will be home to receive the delivery. Message us on Etsy or email: info@kittycathabitat.ca for delivery details.

Delivery note: Please make sure your address is correct and that packages are accepted or picked up promptly. If an order is returned as refused or unclaimed (with valid tracking), return shipping costs are the buyer’s responsibility and the order may not be eligible for a refund.

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 do not refund duties, taxes, brokerage, or customs fees, except where required by law.

PACKAGE REFUSALS & UNDELIVERABLE ITEMS

• We kindly ask that all packages be accepted or picked up promptly from holding facilities. Should a return occur, the return shipping cost will be the sole responsibility of the buyer. For local purchases, at the company’s discretion, an exception may be made to pick up the item directly from the customer, but this is not guaranteed.
• If a package is refused at delivery or not collected, and it was shipped to the correct address with proof of tracking, the customer will not be eligible for a refund, as the order has effectively been abandoned.
• Orders not picked up in accordance with the shipping company’s instructions will not be eligible for return, refund, or exchange.