物流政策

SHIPPING POLICY

1. Order processing
Orders are fulfilled from the CatMellow Xuzhou Warehouse in Jiangsu, China. Orders are normally processed within 2–3 business days after payment and inventory verification. Weekends and Chinese public holidays are not counted as processing days.

2. United States and Canada
Standard DDP Shipping is free for all orders shipped to the United States and Canada. The estimated transit time is 9–13 business days after dispatch. The rate and eligibility displayed at checkout prevail.

Standard DDP Shipping to the United States and Canada includes customs clearance, import duties and import taxes. You should not be charged these amounts at delivery. If a carrier requests an unexpected import payment, contact support@catmellow.com before paying. Service availability for remote areas, Alaska, Hawaii, Puerto Rico, APO/FPO addresses and PO boxes may require confirmation. If an address cannot be serviced, we will contact the customer and issue a full refund before dispatch.

3. Delivery estimates
The 9–13 business day transit estimate does not include the 2–3 business day processing period. Delivery dates are estimates, not guarantees. Customs inspections, weather, carrier disruption, peak-season congestion, public holidays and force majeure may cause delays.

4. Tracking
A shipping confirmation with tracking information will be sent after the carrier accepts the parcel. Tracking updates may take time to appear after dispatch.

5. Delivery address
Customers are responsible for providing a complete and accurate delivery address. Contact us immediately if an address needs correction. After dispatch, changes may not be possible. Additional costs caused by an incorrect address, failed delivery, refusal or an unclaimed parcel may be charged to the customer, except where the issue was caused by CatMellow or the carrier.

6. Lost or damaged parcels
Please contact us as soon as possible with the order number, photos of the parcel and product, the shipping label and a description of the issue. Keep all packaging until the claim is resolved. We will work with the carrier and handle eligible cases under our Refund Policy.

7. Contact
For shipping questions, email support@catmellow.com. Do not return products without prior return authorization.