At Trixie Store, we want you and your feline companions to be completely satisfied with every purchase of our premium cat care products. If for any reason you’re not happy with your order, we’re here to help with our straightforward returns and exchanges process.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. All items must be:

  • In their original condition
  • Unused and unopened (for food, supplements, and treats)
  • In the original packaging with all tags attached (for carriers, cat trees, and scratching posts)

Important Note: For health and safety reasons, we cannot accept returns on the following products:

  • Opened packages of Cat Supplements & Specialty Food
  • Opened containers of Wet Cat Food or Dry Cat Food
  • Used Cat Litter products
  • Used Cat Treats & Snacks

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our team within 15 days of receiving your order by emailing [email protected] with your order number and details about the item you wish to return or exchange.
  2. Wait for approval – Our cat-loving support team will review your request and send you a Return Merchandise Authorization (RMA) number if approved.
  3. Package your item securely in its original packaging, including all accessories and documentation.
  4. Ship your return to our warehouse at the address provided in your RMA email. We recommend using a trackable shipping service.
  5. Wait for processing – Once we receive and inspect your return, we’ll process your refund or ship your exchange.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). For exchanges, we’ll cover the cost of shipping the replacement item to you.

Refund Information

Once your return is received and inspected:

  • Refunds will be processed within 3-5 business days
  • Your refund will be issued to the original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping fees are non-refundable (except in cases of our error)
  • You’ll receive an email notification when your refund has been processed

Please note it may take additional time for your bank or credit card company to post the refund to your account.

Exchange Process

If you need a different size, color, or product:

  1. Follow the same return process above
  2. Clearly indicate in your email that you’d like an exchange and specify the replacement item
  3. We’ll ship your new item once we receive and process your return

Damaged or Defective Items

If your premium cat tree, carrier, or other product arrives damaged or defective:

  • Contact us immediately at [email protected]
  • Include photos of the damage or defect
  • We’ll arrange for a replacement or refund at no additional cost to you

Return Request Template

Use this template when emailing your return request:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Trixie Store Team,

I would like to request a [return/exchange] for my recent order (#[Your Order Number]). The item(s) I wish to [return/exchange] are:

– [Product Name] (Quantity: [X])
– [Product Name] (Quantity: [X])

Reason for return/exchange: [Please specify]

For exchanges, I would like: [Specify replacement product details if applicable]

Please let me know the next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Shipping Address]

Our Return Address

Please wait for your RMA approval before shipping any returns to:

Trixie Store Returns
Attn: Returns Department
1345 My Drive
New York, NY 10011
USA

If you have any questions about our returns policy, don’t hesitate to contact our friendly customer service team at [email protected]. We’re as responsive to your concerns as your cat is to the crinkle of our premium treat bags!