Policies & Procedures
We accept Visa, Mastercard, Discover, American Express, and PayPal. Payment is due at time of purchase.
Payment Verification: You may be asked to provide additional information, a copy of the drivers license or state issued ID for the credit card holder, and/or we may need to verify the credit card number and contact the credit card company for charge verification to prevent fraud.
When making a payment via credit card: Please ensure that ALL of your information was entered correctly. Please especially make sure that the billing address and zip code matches what is on file with your credit card's issuing bank EXACTLY (including any abbreviations or punctuation). If this information is correct and your card is declined, please contact your credit card company.
If you attempt to process payment multiple times with an incorrect address or zip code, your bank may show the charges as pending and hold the money (even though the charges are actually declined) until the charges fall off. The amount of time this takes can vary from 1 day to 30 days and will depend on your credit card company's discretion. We are not responsible for your repeated attempts to process payment, which may result in a hold on your funds.
Please plan ahead and order your items well in advance of when you will need them. We have no control over how long UPS or the post office will take to get your package to you.
Processing & Transit Time
For your convenience, you can check general transit times below (please enter origin zip code 43062):
For the US Post Office: https://www.usps.com/priority-mail/map/
For UPS: http://www.ups.com/maps
Additional Shipping Costs
Please note that we may bill you prior to shipping your order for additional shipping funds if our online shipping calculator did not produce an accurate quote. Our online shipping calculator is accurate most of the time, however we do reserve the right to collect additional money to ship your order for any reason. The most common reason is for lightweight orders that have large dimensions. We will never ship your order without collecting all necessary shipping funds beforehand.
We reserve the right to change the shipping method for your order at any time to allow for accurate coverage of shipping and packaging charges or to better suit the needs or requirements of the content shipped. Occasionally we will upgrade shipping to a faster service, without an addiitonal charge, but this is not common or guaranteed and is only done under certain circumstances. We currently ship to all 50 states in the US** and Internationally**. All orders are shipped via USPS or UPS.
PLEASE NOTE: Unless specifically requested by you, the customer, we can authorize shipping carriers to release your package(s) without a signature at the delivery destination. If your package status shows delivered and you did not receive your package, it may have been stolen. We are not responsible for stolen packages. A delivery status releases us from all liability. If you would prefer signature delivery, you must put this in the comments section at checkout or send us an email before placing your order. Please note: We reserve the right to require signature delivery for any package at any time for any reason at our discretion.
Orders Not Received
If you did not receive your items, please contact the courier with your tracking number to inquire on where your package is.
PLEASE NOTE: Once your package leaves our location, we are not responsible for it for any reason (this includes, but is not limited to, theft after delivery). We are also not responsible for any damages to products incurred during transit. We ensure that all fragile items are packed securely. We advise you to contact the courier if you notice any damage to your items. Also, some wax is heat sensitive and may melt slightly during the shipping process, however this will not alter the quality of the product.
UPS customer service: 1-800-742-5877
FEDEX customer service: 1-800-463-3339
USPS customer service: **we advise you to call your local post office** 1-800-275-8777
***All reports of lost orders must be provided to us, Alli Cat Creative Co. within 10 days of order ship date. If delivery confirmation has been provided by the courier, we are not responsible for any missing package or items from a package.
Order Mistakes/Errors Upon Receipt of Package
***Once your package has been received, all reports of incorrect items, missing items, or damaged items must be reported to Alli Cat Creative Co. within 5 days of receipt/delivery. We may require proof of error. We will not be able to make any adjustments after this time.
Our orders are triple checked by our team before they leave our location. We also double check the weight of all items in an order against the weight recorded at shipping. Many times items that appear to be missing from an order are either hidden among packing peanuts or packed inside another larger item. Please completely unpack everything and thoroughly search inside the box (and among packing materials such as peanuts) before contacting us about a missing item.
Adding Items to An Order, Cancelling Orders (or changing an order in any way)
There is a fee of $3.50 to change or cancel any order after it is placed online. This is due to the labor required to unpack an order after it has been pulled and packed or readied for pickup. We cannot guarantee that we can cancel, modify or combine orders that were placed separately into one shipment. It may be possible to combine shipping on multiple orders if we are notified immediately after the first order was placed, but it is not guaranteed. Please email us to inquire on combining shipments.
We are NOT responsible for any items/packages that do not get through customs. We are also NOT responsible for any taxes, duties or other fees associated with international shipping. All international orders are insured up to $100 automatically. In the event of a lost or damaged package, please contact us as soon as possible.
We may require additional information or bank wire payment on some international orders.
UPS to Canada:
“Canada Customs requires Canadian recipients to pay applicable duties and taxes on each shipment entering Canada. These charges may include PST, GST, HST, duties and other taxes of goods (e.g., excise tax). A brokerage fee is also charged to process shipments and present the requisite customs paperwork to Canada Customs on the importer’s behalf.
Your order will be shipped under UPS’s e-Tailer Brokerage Program (eBP), where eligible shipments imported into Canada for non-commercial purposes and valued under CAD$ 200 shipped via UPS Standard service are subject to a reduced brokerage fee of CAD$ 10, plus any applicable duties and taxes. Shipments valued at CAD$200 and above and/or being imported to Canada for commercial purposes and/or subject to specialized clearance may incur additional fees.
Please, be aware that UPS will request payment of these charges at the time of delivery. You have the ability to call UPS ahead of time (1-800-742-5877) to pay these charges, eliminating the need for payment on delivery.”
We, at Alli Cat Creative Co. reserve the right to cancel an order at any time for any reason.
If you need to cancel an order, please email us immediately at email@example.com.
If the order has not shipped, we will cancel it at no charge to you. If the order has already shipped, our standard return and refund policy becomes effective.
All other items may be returned within 30 days of delivery with prior authorization. Please contact us at firstname.lastname@example.org to obtain authorization on returns. There will be a 10% restocking fee on returned items to cover the cost of processing the order. Alli Cat Creative Co. will not be responsible for the shipping costs on returned items.
If you receive an order where we have made an error, please contact us within 5 days of delivery at email@example.com with the details.
If you receive an order that that has been damaged, do not accept it from the carrier. Should you not be available when the package is delivered and you receive it damaged, please contact us within 5 days of delivery at firstname.lastname@example.org. Please include a picture of the damaged items in your email to us, and retain all damaged items and packaging.
All content included on this site, such as text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations, and software, is the property of Alli Cat Creative Co. or its content suppliers and protected by United States and international copyright laws. The compilation of all content on this site is the exclusive property of Alli Cat Creative Co. and protected by U.S. and international copyright laws. All software used on this site is the property of Alli Cat Creative Co. or its software suppliers and protected by United States and international copyright laws.
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