Refund Policy

CatGarden | Last updated: October 16, 2026

We want every CatGarden order to be clear and safe. This policy explains returns, exchanges, and refunds for shop products.

Returns within 7 days

You may request a return within 7 days after delivery. Items must be unused, unopened where applicable, complete, and in the original packaging.

Non-returnable items

For hygiene and freshness reasons, opened food, treats, supplements, and used daily goods may not be returnable unless defective.

Shipping

All orders ship from Taiwan. Items marked “Free shipping” carry no shipping charge at checkout; only a few items without a free-shipping price are charged by the total parcel weight of your order. The shipping status is shown in your cart before you enter any personal details, and again at checkout, with no separate handling fee. Standard international shipping usually arrives about 5-14 days after dispatch. Orders normally leave our warehouse within 1-3 business days, and we email you a tracking number once the parcel ships.

Import duties and taxes

Orders ship from Taiwan. Import duties, taxes, and customs clearance charges are not included in the product price or the shipping fee. They are set by the destination country and collected from the recipient by the carrier or customs, usually on delivery. If a parcel is refused or abandoned at customs, the return shipping and any charges already incurred are deducted from the refund.

Returns from outside Taiwan

Contact support before sending anything back so we can confirm the return address and give you a reference number. Parcels sent back without contacting us first may not be traceable. For change-of-mind returns the return shipping is paid by the customer, and the original shipping fee and any duties already paid are not refundable. If the item is defective, damaged in transit, or not what you ordered, we cover the return shipping and refund the full amount.

How refunds work

Card payments are refunded through the original payment provider. Other methods are refunded after the returned item is received and checked. Bank and payment-provider processing times may vary.

Contact us

Please contact support before sending anything back: service@catgarden-pet.com