At Trixie Store, we’re as committed to your satisfaction as your cat is to their favorite scratching post. Our premium cat care products are carefully selected to meet your feline’s needs, and we stand behind every item we ship. Below you’ll find all the details about our shipping and return processes.

Shipping Information

Order Processing

We’re quick like a cat chasing a laser pointer! All orders are processed within 1-2 business days (excluding weekends and holidays).

Shipping Options

Standard Shipping (DHL or FedEx):
– Delivery time: 10-15 business days after shipment
– Flat rate: $12.95 USD
– Recommended for urgent orders

Free Shipping (EMS):
– Delivery time: 15-25 business days after shipment
– Available for orders over $50 USD
– Perfect for patient cat parents

Note: Shipping times may vary depending on your location and customs processing. Unfortunately, we currently cannot ship to some Asian countries and remote regions.

Tracking Your Order

Once your order ships, you’ll receive a confirmation email with tracking information so you can follow your package’s journey to your doorstep.

Our Hassle-Free Returns Policy

We understand that sometimes products don’t meet expectations (just like when your cat ignores that expensive new toy in favor of the box it came in). That’s why we offer a straightforward return process.

Return Eligibility

  • Returns accepted within 15 days of receiving your order
  • Items must be in original condition with all packaging and tags
  • Food, supplements, and treats must be unopened

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • 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 Return an Item

  1. Contact us within 15 days at [email protected] with your order number and return details
  2. Wait for approval – Our team will review and send you a Return Merchandise Authorization (RMA) number if approved
  3. Package securely – Include all original packaging, accessories, and documentation
  4. Ship your return to our warehouse at the address provided in your RMA email (we recommend using a trackable service)
  5. Wait for processing – We’ll inspect your return and process your refund or 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

Processing time: 3-5 business days after we receive your return
Refund method: Original payment method (Visa, MasterCard, JCB, or PayPal)
Shipping fees: Non-refundable (except in cases of our error)
Notification: You’ll receive an email when your refund is processed

Note: It may take additional time for your bank or credit card company to post the refund to your account.

Exchange Process

Need a different size, color, or product? Just:

  1. Follow the standard 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

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

Need Help?

Our cat-loving customer service team is ready to help! Contact us at [email protected] with any questions about our shipping or returns policies.

We promise to be as responsive to your concerns as your cat is to the crinkle of our premium treat bags!