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FAQ

How can I get in touch with you?

Please, email us at customercare@kittensplaypen.com. We aim to respond to email with 48 hours but during busy periods it can take a little longer.

Are your products ready for shipping immediately?

Please keep in mind that most of our items are handmade and made AFTER you place the order, unless specified otherwise. "Available" status of the product on the website means that the product is available for ordering but still needs to be made. 

If I order a ready to ship item and an item to be made after ordering are they shipped separately?

Your ready to ship item will be shipped with any handmade items and will ship once all your items are complete. If you would like to have your ready to ship items right away simply order them separately.

BILLING

What methods of payment do you currently accept?

We accept major credit cards and payments made through PayPal. We also accept some VISA Debit and Prepaid credit cards. However, if your Debit or prepaid card is limited to purchases within the USA you will not be able to use it on our website as we are located in Canada.

What currency do you charge in?

All payments are processed in USD. If the local credit card or PayPal account currency is different then your bank will convert the amount using the current exchange rate.

What if I receive a "Payment Error"?

Most payment errors happen when the billing address doesn't match the address connected to your credit card. Make sure that the billing address matches the address on your credit card. If you are using a prepaid credit card (such as Vanilla Mastercard or Visa prepaid) make sure that you have registered your card at www.vanillamastercard.com or at www.visa.com.

We have found that this is the most common error. If this doesn't resolve the issue let us know and we can invoice you for your order directly through Paypal.

Trouble checking out with your address? (International Only)

- Please make sure that your address does not have any language specific symbols (examples: ó, à, ê )
- Instead, use only English characters. You can change your keyboard settings to English. :)

PROCESSING AND DELIVERY

For processing and shipping times please click here https://kittensplaypen.net/content/10-Shipping

Is your packaging discrete?

Our packaging is discreet, however we do attach cute stickers to the outside of the package.
The package arrives with the company name " KPP Inc.".
We do not put anything on the label that indicates what's inside.
Please make a note on your order if you'd prefer no stickers on the package.

Can I change the shipping address?

Please email us customercare@kittensplaypen.com with your request to change the shipping address. The address can be changed up until the label for the order is printed. Please keep in mind that the request needs to come from the same email address you used to place your order.

I did not receive a tracking number!

You will only see the tracking number for your package once the order is shipped. Once it is shipped,you can find your tracking number in your order history on your account.

What if my order was lost in the mail?

If you have not received your order after the tracking status showed it is delivered please contact us via email and check with your local post office as soon as possible. We can file a claim with Canada Post or USPS but only within 60 days from the day the order was shipped.

I’m in the USA. Can I ship to my P.O. Box? What about APO, FPO, or DPO?

We can ship to P.O. boxes and military addresses.
Please keep in mind that the system will not let you enter the military address in a correct format. If you need the package sent to a military address enter any address at checkout and provide the correct format in the shipping notes or by emailing us.

ORDER

How can I check the status of your order?

You can check your order status on our site! Simply log onto your account, and go to your account's order history.

Can I combine orders?

Please email customercare@kittensplaypen.com and will try to accommodate however there are no guarantees we can. Please be aware there is a strong possibility we will keep the second shipping charge due to the increased weight and size of the order.

Do you accept custom order?

We are currently not acepting any custom orders until further notice.

How can I cancel my order?

You can cancel your order by email us at customercare@kittensplaypen.com. When cancelling orders within the expressed processing times,there will be a restocking fee of 10% of your order, excluding shipping. 



If you want to cancel an order AFTER it has already been started,you will not receive a full refund. You will receive a refund minus material costs and labor.

Can I return or exchange an item(s)?

Returns and exchanges are accepted on a case by case basis. Returned items MUST be returned in unused condition. When we receive the items we will contact you regarding the refund.


-If you ordered wrong or changed your mind,we may offer to exchange the items. Products must be unworn and with original packaging.

-If the product(s) received matched the products in your order, then you will be responsible for the cost to ship it back.

-If we made an error resulting in you needing to send the items back, we will reimburse you for the shipping via Paypal store credit only. We will not pay courier fees or express fees. We will only pay for tracked packet, or standard with a local postal service (ie. CanadaPost, USPS)

- If the product(s) received matches the products in your order and you are unsatisfied with the quality, you will pay for the shipping to us. If we receive the item and deem it is not of quality, we will then reimburse the shipping you paid.

-Due to monitor settings, colors may appear slightly different on your computer than they do in person. Due to this, we will not exchange or issue a refund if we gave you the correct colored items you selected. We are not liable for the fur texture being different than what you had envisioned. The same fur from the same supplier can vary batch to batch so we can also not guarantee that ordering the same fur at a later date will guarantee a 100% match.

If you have any further questions or concerns please email us BEFORE ordering at customercare@kittensplaypen.com.