ORDER

How secure is my personal information?
My Catee uses industry standard privacy protection; we don't sell, lease or otherwise distribute any personal customer information. What's more, all sensitive personal information is kept securely offline at our privately run datacenter.

How do I check the Status of my Order?
You can track your order status in real time by entering your order information on the Track your order page.

My order has been sent, why don't I see the tracking information?
Your order has been sent, but sometimes it takes up to 48 hours for tracking info to show up in the tracking system or our own tracking system.

What if I typed the wrong email address?
Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.

What type of payments do you accept?
We accept Visa, Mastercard, PayPal.

When will my card be charged?
Just after your order has been successfully placed.

What is the type of currency on our store?
All our prices are in US dollars.

How secure is my online order?
When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

I changed my mind, can I cancel or modify my order?
When you place an order, you have 24 hours to contact our customer service team and request a cancellation or modification.
After 24 hours, we’ve already started working on your order and it is too late to cancel it or modify it.
To cancel an order, please provide all the details concerning the items you want to cancel as well as your order number.
To modify an order, please include all the details of your order: order number, style, size and color then specify the item you would
like to change it for in your email and we’ll do our best to help you!
 
How do I set my shipping address?
Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter "?" to "c".

Can I change my shipping address after placing an order?
Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacational address as we do not know how long the destination's customs department will have the package on hold.

How do I track my order?
We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number 1-3 days after we have shipped your order.
What do I do if I have missing items in my order?
If something is still missing, please contact us immediately.

I ordered 2+ items, but only received one... where's my order?
We have a large assortment of products not stocked in-house, when you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way.

SHIPPING & CUSTOMS

When will my order arrive?
My Catee partners with global merchants and artisans in order to provide you the best prices and the most interesting products. This means that your order is shipped from global areas such as Thailand, Tibet, China, India, etc. via our partnership with USPS.
Because we ship directly from our partners in these countries, your item may take 3-5 weeks to arrive since it's shipped. We are not responsible for delays caused by the customs department in your country.
Please do not panic if it does not show up immediately, it's on its way (please email us for tracking)  :)
We offer international shipping options too - no matter where you are, you can buy from us!
 
Please note: Some of our items in our catalog are so popular that the shipping times may take longer than the estimates below.
US Shipping Time Estimates
Pillow Covers, Shoes, Bedding & Bags: 2-3 Weeks
Apparel: 1-2 Weeks
Others: 2 - 5 Weeks

International Shipping Time Estimates
Pillow Covers, Shoes, Bedding & Bags: 2-4 Weeks
Apparel: 2-3 Weeks
Others: 2 - 6 Weeks
*Please see note below for International buyer and duty fees
 
Can I track my package?
A Tracking Number will be sent to you by email a few days after your order has been placed. If you haven’t received your tracking number within the time frames below, please contact our help support team here and we’ll be happy to assist!
Apparel: 2-4 business days
Pillow Covers, Shoes, Bedding & Bags: 5-10 business days
Please note:
It may take up to 24h for your package to show up in the forwarder's tracking system.
For International orders, tracking information is available until the package leaves its country of origin. After that, there is no further tracking.
 
When will my order be processed?
All orders are handled and shipped out from our warehouse locations in the US, UK or China. Please allow extra time for your order to be processed during holidays and sale seasons.
We process orders between Monday and Friday. Orders will be processed within 3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
Please contact us if you do not receive a confirmation email after 5 business days from the day you completed your payment.

How much is shipping?
Once you’ve clicked through to Secure Checkout, you can enter your delivery address and continue to shipping method.
Shipping costs are then calculated and tacked on to your subtotal at the bottom of the page.
 
International buyers! - What about customs? Will I be charged for duties or custom when my package arrives in my country?
Import duties, taxes, and charges are not included in the item price or shipping cost. These charges vary from one country to another and are the buyer's responsibility.
Please check with your country's customs office to determine what these additional costs will be.
 
Why haven't I received my order yet?
Please check the expected delivery time frame in your shipping confirmation email. Some shipments can be delayed at country borders, customs, or other routing destinations along the way. International orders can take up to 5 weeks for delivery, but if you still don't have your order after the time frame provided, check with your local postal and customs offices to see if they are holding your order. Contact our Help team if they are unable to find it or provide you with additional details.
 
How do customs fees apply to International packages?
All taxes, duties, and customs fees are the responsibility of the recipient of the package. Though we cannot predict what your particular charges will be, you can contact your local customs office for more information regarding your country's custom policies. Any Packages returned due to customs fee not paid, will be refunded minus the cost of shipping.
 
I never received my package, what should I do?
If your item has not arrived within 30 days for apparel products and 60 days for pillow covers, shoes, bedding, bags, and another after having ordered, contact one of our champs through our Contact Us page and we will do our best to help you!
 
The tracking number for my order stopped updating, what happened?
If you're buying from outside of the U.S. (particularly in Canada), your country's customs department may decide to hold your items at the border temporarily, often without explanation!
Note: Canada's customs department takes a particularly long time to resolve these holds. This is relatively rare, but if your order is held up in customs, we suggest calling your country's customs department directly and ask that they release your items immediately.
Note: if for some reason your order is never released by customs, we'll send you a replacement!
 
How do I report a missing or lost package?
My Catee will not refund any customer whose order is not received because the shipping address provided during the checkout process was inaccurate or incomplete.
If your tracking says your package was delivered but you did not receive it or the package is missing, it is your responsibility to first contact your local USPS carrier to report the issue concerning your stolen/lost/undelivered parcel. Once you have contacted the Post office concerning your stolen/lost/undelivered parcel, please email us at: support@mycatee.com along with your open case number from the shipping carrier for the lost package and we will work with you to see if we will need to re-send your order or issue a refund on a case-by case basis.  
 
My order says "Returned to Sender". What should I do?
If a package is returned to sender by the shipping courier, My Catee will reship the package to the customer for free after an address verification is completed by the customer. All returned to sender orders will be destroyed by the courier or charged My Catee for another custom tax duties and another shipping fee once we confirmed to ship it back to our production facility.
If a package is returned to the sender by the shipping courier for the second time, My Catee will reship the package to the customer for a small fee that will be collected through Paypal Payment Request.
Note: My Catee will not refund returned packages to the sender and reshipment times are the same as regular orders.

My order still hasn’t arrived, I think it is lost?
If you think your order has been delayed or lost in the post please Contact Us and we will start an investigation with the courier. Unfortunately we cannot re-send your order or refund you until the courier has concluded the investigation, we will keep you informed and will be in touch once the investigation has finished.

Lost Order - Wrong Address
My Catee will not refund nor assume liability for orders that are lost due to incorrect Shipping Address.

RETURNS

How do I return an item?
If you are not happy with your purchase and wish to return an item, please contact us within 7 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
For a list of final sale items, please see our Returns & Return Policy. All returns must be in original condition with packaging intact.
 
I’m not satisfied with the printing quality, what should I do?
You’re not in love with your product, we’ll take it back! All of our products are carefully inspected for quality and we will reprint any flawed apparel, free of charge. Please see our Return & Refund Policy for further details.
 
I received the wrong item, what should I do?
We apology for any inconveniences and we’d be delighted to help you right away by offering a free replacement order.
Please see our Return & Refund Policy for further instructions.
Please visit our Return & Refund Policy page if none of the above answer to your question.
 
Will shipping be covered for my returns?
All return shipping fees and other miscellaneous fees are the responsibility of the customer.

CUSTOM DESIGNS

I have an incredible design, can I send it to you and have it printed on a product?
We’d love to see your incredible design and print it for you! A minimum of 5 shirts, pillow covers, shoes or saddle bags is required by design in order to be printed.
Just send your design to support@mycatee.com with the style, color and size you want.

GET IN TOUCH

At My Catee we really value our customers and if none of the above answered your questions, feel free to contact us by email at  support@mycatee.com.