FAQ

Basics

1. Where should I add my discount code?

When you have a promotional code for savings, it can only be applied on the checkout screen.

2. Why didn’t my discount code work?

Discount codes are valid only on regular-price products and cannot be combined with sale items, non-branded KittySpout products, another code, or a promotional offer unless otherwise noted. If you are still having trouble using your code, please email our support team at kittyspoutwaterfountain@gmail.com

3. How can I stop receiving emails?

At the bottom of every email, you’ll find an unsubscribe option. Select the link and confirm that you want to be removed. We’ll miss you and your kitty, though!

Delivery

1. I entered the wrong shipping address. Can it be updated?

In most cases, your shipping address can be changed within 24 hours. Contact us right away with your order number and the correct address. The more details you send, the quicker we can try to update your information. Although we can’t promise we’ll catch your order before it moves into processing, we’ll do everything we can to make the requested adjustment.

Please use “Urgent: Change Order Details” as the email subject. Any other subject may delay the delivery of your order.

Please remember your order may already have shipped. If that happens, we won’t be able to send another package, so it’s best to contact the postal carrier.

2. Will I receive tracking after I place an order?

Yes! Every order includes a tracking number. It will be sent to your email automatically. You can also track your order directly on our site by clicking here.

If you received a shipping confirmation email with a tracking number, your order has been shipped. Tracking numbers may take 5-9 business days to update depending on the carrier. This is usually related to our high order volume.

3. How can I track my order?

Once your package ships, you may receive an email confirming the shipment. That email will include your package tracking number and a link to the carrier’s website.

If there is an issue with your tracking number or delivery, please contact the courier directly. Allow 1 - 4 days for tracking details to appear. In rare cases, tracking may not update, but your order will still arrive. Please contact us after the estimated delivery time at kittyspoutwaterfountain@gmail.com.

4. Tracking says my package was delivered, but I don’t have it. What should I do?

We’re very sorry to hear your package hasn’t arrived yet. When tracking shows that a package was delivered, it means it was delivered to the shipping address entered at checkout. Please review the steps below, as they may help you locate your package.

A. Confirm your shipping address.

We suggest reviewing the shipping address you entered to make sure it was accurate. Please confirm that the house number and unit number, if applicable, are correct.

You can review the shipping address provided at checkout by checking the order information email sent after your purchase.

Please note that if an incorrect shipping address was submitted, KittySpout cannot be responsible for mis-delivered packages. Customers are responsible for ensuring every detail provided at checkout is correct. If you believe your package was delivered to the wrong address, please try contacting the residents at that address to see whether they can accept the package for you.

Otherwise, continue watching the tracking information to see whether it updates to show the package is being “returned to sender”. If that happens, please contact us with your order number and we’ll be happy to send another package to your intended address.

B. Ask household members and nearby neighbors.

When packages are delivered, most carriers simply deliver them to the address printed on the shipping label, not necessarily to the person named. Please check with anyone in your household, as someone else may have accepted the package for you.

We also recommend checking with neighbors to see whether anyone received the package on your behalf.

C. Check your mailbox and safe-drop spots around your home.

In many cases, the carrier will note on the tracking link where the package was left, such as a mailbox or front door. Even so, we recommend checking every possible delivery area to rule out other options.

What does safe drop mean? Safe drop refers to places around your property where the delivery person may consider your package better hidden from passersby. Please check your porch, near your garage, and any backyard entrance to see if the package is there.

D. For business addresses - check security, the mailroom, and reception.

If your shipping address is a business, there is a good chance the package was delivered elsewhere or accepted by someone else. Please check with your mailroom, front desk, and security guard to see whether anyone received the package for you.

E. For apartment buildings - ask security or the front desk/concierge.

For apartment buildings, packages are often delivered to concierge or security. Please ask your building’s front desk or management office whether they have your package.

F. Contact your nearest post offices.

Your package may have been held at one of your local post offices, even if tracking shows it as “Delivered”. We recommend contacting nearby post offices to ask whether they are holding your package. Be sure you call that specific post office, not the carrier’s general support line.

G. Allow 24-48 hours for delivery to complete.

Sometimes, the carrier may mark a package as delivered before it actually arrives. Please wait 24-48 hours for the package to arrive or for the carrier to post another update.

If you have tried everything above and still don’t have your package, please contact us with your order number and we’ll be glad to assist further.

Please note: We cannot be responsible for packages when tracking information shows the package was delivered to your order address.

If you have had stolen or missing packages at your residence before, we recommend sending future packages to a work address to help make sure you receive them safely.

5. I believe my package was lost or stolen. What happens next?

KittySpout is not responsible for lost or stolen packages. The carrier usually decides whether your order can be left in a safe, secure location at your delivery address.

6. Can I order if I have a military address?

Yes! We ship to military addresses. All mail is sent via USPS to a military base, which is then responsible for delivering the package to the final destination. For military orders, delivery can take upwards of 15-20 business days.

7. How long will shipping take?

The time it takes to receive your order depends on factors such as the shipping method and the shipping address. Each shipping option has its own handling time and benefits, which you may compare on our shipping page.

8. Can my products ship to an address different from my billing address?

Yes, absolutely! You can do this by entering your address as the “billing address” and the address where you want the order delivered as the “shipping address”.

Orders

1. How do I submit an order online?

Go to the product page and follow these steps:

Step 1: Select the “Add to Cart” button for the products you want to buy, and they will be added to your shopping bag. The bag will appear with the total amount due and the checkout button. If the cart does not open, click the shopping bag icon in the upper right corner of the page and it will appear.

Step 2: You may either choose “Continue shopping” or select the “Checkout” button to move to checkout.

Step 3: Select “Checkout” or “Express Checkout with PayPal”. After selecting one of these buttons, you will be taken to the checkout page. There, you will be asked to complete all requested details on the form, including shipping address, billing address, and payment method.

Step 4: After the order is placed, you will see a confirmation page with an order number. We’ll also send an email confirming your order within seconds. If you don’t receive that email, please check your spam folder and confirm the email address you entered on the order confirmation page so we can contact you.

Step 5: Shipments will leave our warehouse within 1-4 business days, excluding pre-order and backorder items. You will receive a confirmation and valid tracking number that should show activity within 48 hours. If your order is delayed, you can contact our customer service team at kittyspoutwaterfountain@gmail.com.

2. Can I purchase several products in one order?

Of course! Add all products you want to your shopping bag, then click the “Checkout” button inside the cart. Open the cart by selecting the bag icon in the top right corner and scroll down to “Checkout”. This allows you to include additional items and save time.

3. Am I able to cancel my order?

The KittySpout order process is automated to distribute products quickly and accurately. We apologize, but once an order has been placed, it can NOT be cancelled. We receive many orders and are unable to review them one by one, as doing so would delay other orders. Please check your items carefully before completing your order.

4. My order is partially fulfilled. What does that mean?

Don’t worry! This is completely normal. It simply means different items in your order may have shipped from different warehouse locations or may be delayed because of pre-order, sale, or back-order products.

5. I received an email asking me to verify my order details. What does that mean?

We use a very secure and intelligent payment system. If our system detects that your order may be a fraud risk, we will place your order on hold and contact you to verify the order details for the safety of our company and the credit card holder. For example, if you place an order with a credit card issued in a different country from where the order is being placed, our system may detect the country difference and flag the order as a potential fraud risk.

To verify these details, simply reply to the email sent by a KittySpout Support Representative.

6. Will my items arrive in one package?

For logistical reasons, items from the same purchase may sometimes be shipped in separate packages to ensure packaging quality, even if combined shipping was requested. Please keep this in mind when receiving deliveries.

Payments

1. I bought an item online and now it is discounted. Can I receive the lower price?

Prices on the website may change without notice. Orders placed before promotions are not eligible for new promotions or discounts. We reserve the right to cancel any order due to unauthorized, changed, or ineligible use of an offer, and to modify or cancel any promotion due to unexpected issues.

2. Which payment methods are accepted?

We accept all major credit cards, including Visa, Mastercard, Visa Debit, American Express, Discover, Diners, and PayPal. We have currently stopped accepting Amazon Payment, but we believe this service will be available again in the future.

We do not accept checks or money orders, but you can purchase through PayPal if you are concerned about entering credit card information online. Simply select the “Paypal” button in the shopping cart.

3. When will my card be charged?

Your credit card will be charged once your order is processed to ship.

Please note that once credit card authorization is received, depending on your bank, funds may be reserved for up to 30 days. Please check your bank’s policy. If paying with a debit card, verify with your bank whether there are limits on daily withdrawal amounts for your card. KittySpout reserves the right to request additional identification. If needed, we will contact you by email.

4. What does KittySpout do to prevent credit card fraud?

We have several security processes in place. First, we never store your credit card information at KittySpout. It remains the private property of the card holder at all times before, during, and after purchase. Also, all transactions are handled through secure payment forms used by millions of people daily and heavily encrypted by third-party payment processors.

In addition to processing all credit card sales through a fully secured and reputable third-party payment processor, your checkout is protected by industry-standard 128 Bit SSL encryption to protect your private data.

Our trusted online payment partners continuously monitor transactions for suspicious activity and flag potentially fraudulent transactions for manual review by our team. When our team cannot completely rule out fraud, the transaction is placed on hold, and the customer is asked to provide identity documents. These ID documents help us confirm the purchases were truly made by the genuine card holder.

5. What happens if my credit card is declined?

You will receive an error message right away if there is a problem processing your credit card. You’ll have the chance to enter a new card number if that occurs. Please make sure all personal information exactly matches the details associated with your credit card, including name and address. If any information does not match, the transaction will not go through because we use a very secure payment process. If you are unsure, please call your credit card company to verify the information on file.

6. I was charged more than once. What should I do?

Please confirm whether you received an email confirmation at the email address you entered. If you see multiple pending charges on your bank statement, they should fall off your account within a few business days, depending on your bank. Please contact your bank if you have more questions about pending charges. Make sure the billing address you provide matches the exact billing address connected to your credit card, and only click the submit button once to avoid multiple charges.

7. Why haven’t I received my refund yet?

If you have not received a refund yet, first check your bank account, then contact your credit card company. It may take some time before your refund is officially posted. Next, contact your bank, as there is often processing time before refunds appear. If you have completed all of these steps and still have not received your refund, please contact us.

8. Which currency is used for my order?

All prices shown on the website are displayed in the currency you choose. However, final checkout is completed in US dollars. For international orders, the bank that issued your credit/debit card determines the exact exchange rate charged. The amount taken from the original funding source is returned in full when refunded by the seller. Please note that we cannot be responsible for discrepancies caused by exchange rates.

Need more help?

If you still have questions, the answers you need may be available in our help centre. If you’d like to reach us directly, feel free to contact our team!