Política de envío

Last updated: 21 May 2026

How We Fulfill Your Order

The Cat Well partners with a network of vetted international suppliers who ship products directly from their facilities to your door. This model allows us to offer a wider product selection at competitive prices. It also means that delivery timelines may differ from what you are used to with domestic retailers, and that items within a single order may arrive in separate packages at different times.

We ask that you read this policy in full before placing your order so your expectations are accurate from the start.

Order Processing Time

Processing time is the period between when you place your order and when it is dispatched from the fulfillment facility. This is separate from shipping transit time.

Standard processing time is 1 to 5 business days. During high-volume periods — including holidays, sales events, and peak seasons — processing may take up to 7 business days. Orders placed on weekends or public holidays begin processing the following business day.

You will receive a shipping confirmation email with tracking information once your order has been dispatched.

Shipping and Transit Times

Transit times begin when your order leaves the fulfillment facility and vary by destination and shipping method. The following are estimated ranges only and are not guaranteed:

• Spain and European Union: 8 to 20 business days
• United Kingdom: 10 to 20 business days
• United States and Canada: 10 to 25 business days
• Rest of World: 14 to 30 business days

Total estimated delivery time equals processing time plus transit time. Delays caused by customs clearance, carrier capacity, weather events, or other circumstances outside our control are not included in these estimates and may extend delivery beyond the ranges above.

Multi-Package Shipments

If your order contains multiple items, they may be fulfilled by different supplier partners and shipped from different locations. This means your order may arrive in separate packages on different days. This is normal and does not indicate a problem with your order. Your shipping confirmation email will include tracking information for each package where available.

Order Tracking

Once your order ships, you will receive a tracking number by email. Please allow 3 to 5 business days after dispatch for tracking information to become active in the carrier's system. If your tracking number is not showing activity after 5 business days, contact us at thecatwell@proton.me and we will investigate.

Customs, Import Duties, and Taxes

The Cat Well ships internationally from supplier facilities located outside your country of residence. Your order may be subject to customs inspection, import duties, and local taxes upon arrival in your country. These charges are determined entirely by your local customs authority and are not within our control.

Orders shipped within the European Union (including from Portugal to Spain) are not subject to customs duties or import charges, as the EU operates as a single customs territory.

Any customs fees, import duties, VAT, or taxes assessed upon delivery are the sole responsibility of the customer. We are unable to predict, calculate, or reimburse these charges. If you refuse a shipment due to unexpected customs charges, we are not responsible for any resulting loss, and return shipping and duties will be deducted from any applicable refund.

We recommend checking with your local customs authority before ordering if you have concerns about import costs for your country.

Lost, Stolen, or Significantly Delayed Packages

If your tracking information shows no movement for more than 10 consecutive business days, or if your estimated delivery window has passed by more than 7 business days with no delivery, please contact us at thecatwell@proton.mewith your order number.

We will open an investigation with the carrier on your behalf. Please allow up to 7 business days for the investigation to be completed. We are unable to issue refunds or replacements for lost packages until this investigation window has been completed and the package has been confirmed as lost by the carrier.

We are not responsible for packages confirmed as delivered by the carrier. If your tracking shows delivered but you have not received your package, we recommend checking with neighbors, building management, or your local post office before contacting us, as misdeliveries are common with international shipments.

Address Accuracy

You are solely responsible for providing a complete and accurate shipping address at checkout. We are not responsible for orders delivered to an incorrect address provided by the customer. If you notice an error in your shipping address after placing an order, contact us immediately at thecatwell@proton.me. We will attempt to correct it before dispatch, but cannot guarantee that changes can be made once an order has entered processing.

Questions

For any shipping-related questions, contact us at thecatwell@proton.me. We respond to all inquiries within 5 business days.