Shipping Care Policy

At Cathys Creations AU, we strive to ensure your order reaches you in a timely manner. Please review the following shipping policies to understand our procedures:

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1. Order Processing Time: All orders are processed within 1-9 business days depending on any delays, unforeseen health issues, emergency's and etc. Orders are usually not shipped or delivered on weekends or public holidays.

2. Shipping Rates & Delivery Estimates: Shipping charges for your order will be calculated and displayed at checkout. Delivery times are estimated and can vary based on the destination and shipping method selected.

3. Tracking Your Order: Once your order has shipped, you might possibly receive a shipment confirmation email containing your tracking number(s). You will receive a tracking number depending on the size of your order. The tracking number will be active within 24 hours.

4. Lost or Delayed Shipments: If your order is delayed or lost, it is the customer's responsibility to contact Australia Post to initiate an investigation. We recommend following up with Australia Post to track and locate your order.

5. Incorrect Shipping Information: Please ensure you contact us if you were provided a wrong tracking number however, we are not responsible for any orders shipped to the incorrect addresses provided by the customer.

6. Transit Damages: While we take utmost care in packaging and shipping our products, our shop is not responsible for any damages that may occur during transit handled by Australia Post. For any concerns regarding the condition of your package upon delivery, please let us know so that we can improve and help in any way we can. We want to assure you that we place fragile stickers on every package to alert the shipping carriers of the delicate nature of the contents. 

Customer Care Policy

Our commitment to exceptional customer service is at the core of everything we do. Here’s how we ensure you have a great experience with Cathys Creations AU:

1. Customer Support: Our customer support team is available to assist you with any inquiries or concerns. You can reach us via email, phone, or our contact form on the website.

2. Response Time: We aim to respond to all customer inquiries within 24 hours during business days. For urgent matters, please call our customer service hotline.

3. Returns & Refunds: We offer a hassle-free return and refund policy for special reasons. If you are not satisfied with your purchase, please contact our customer service team within 30 days of receiving your order to initiate a return. Note that we do not accept returns unless there is a special reason, and this is more applicable to large products rather than our food items.

4. Product Quality Assurance: We are dedicated to providing high-quality products. If you encounter any issues with the quality of our pet food, please contact us immediately for a resolution.

5. Wholesaling Enquiries: We are very open to dealing with wholesaling enquiries. We believe it is important to ship Australian quality yummy pet food. If you are interested in wholesaling our products, please contact us for more information.

Privacy Policy

Protecting your privacy is important to us. Below is an outline of how we handle your personal information:

1. Information Collection: We collect personal information such as your name, address, email address, and payment details when you place an order or register on our website.

2. Use of Information: The information we collect is used to process your orders, communicate with you, and improve our services. We do not sell or share your personal information with third parties for their marketing purposes.

3. Data Security: We implement a variety of security measures to maintain the safety of your personal information. Your data is stored in secure networks (by Securely locked Coded Programs like Wix, eBay & Etsy) and is accessible only by a limited number of persons who have special access rights to such systems.

4. Consent: By using our site, you consent to our website’s privacy policy. If we decide to change our privacy policy, we will post those changes on this page.

Returns & Refunds Policy

Your satisfaction is our priority. If you are not completely satisfied with your purchase, please review our returns and refunds policy:

1. Eligibility for Returns: Products must be returned within 30 days of the purchase date. Items must be unused and in the same condition that you received them. They must also be in the original packaging.

2. Non-returnable Items: Certain types of items cannot be returned, such as perishable goods (e.g., opened pet food), custom products, and sale items.

3. Process for Returns: To initiate a return, please contact our customer service or send through an email with proof of purchase and your resolution. Once your return is approved, you will receive instructions on how to send your item back to us.

4. Refunds: Once your return is approved, received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain amount of days.

5. Shipping Costs for Returns: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. After we received the item and/or have proof of the return being sent, you will receive the refund of the item/items.

6. Special Reasons for Returns: We do not accept returns unless there is a special reason, and this policy is more applicable to larger products rather than our food items.

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These policies ensure that we can provide the best possible service to our customers while maintaining the highest standards for our pet food products. If you have any questions or need further assistance, please do not hesitate to contact us.

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