Support & Returns
Do you accept returns or exchanges?
I sent a support message, when can I expect a response?

Orders & Shipping
Do you ship to the UK/EU/International?
Who is responsible Customs Fees & Import Taxes?
What if my order is lost, stolen or damaged?
I just placed an order, can I modify or cancel it?
Preorders
What are Pre-Orders and how will these orders be fulfilled?
When will my pre-order ship?

Support & Returns
Do you accept returns or exchanges?
At this time, we are not able to accept returns as our products are made to order. Exchanges may or may not be possible, on a case-by-case basis, please reach out to us as soon as possible if you have any issues with your order!

I sent a support message, when can I expect a response?
Every customer inquiry is important to us, and we strive to have your questions, comments, or concerns resolved as promptly as possible.
You can contact us via the Contact Form or by emailing us at info@chubcats.com and you can expect a reply within 24 hours (excluding holidays).

Orders & Shipping
Do you ship to the UK/EU/International?
Unfortunately at this time, we areonly able to ship to the UK, EU and internationally via our Etsy shop. This is due to the new VAT policies on importing goods overseas. Chubcats.com is for Canadian and United States orders only at this time.

Who is responsible for Customs Fees & Import Taxes?
International orders are shipped Delivery Duty Unpaid (DDU) and you may be charged additional duties and customs fees upon receipt. We have no control over whether or not there will be any fees/taxes. Chubcats can not accept responsibility for any additional charges the destination country may impose.

What if my order is lost, stolen or damaged?
We deal with these things on a case-by-case basis, if you have any problems with receiving your order, please reach out to us as soon as possible! If you receive your package damaged, please email your order number and a photo of the damage to us at info@chubcats.com so that we can make things right.

I just placed an order, can I modify or cancel it?
To request a modification or cancellation to your order, please contact us as soon as possible, by emailing info@chubcats.com with your order number and request.
We'll do everything we can to accommodate your request, but please note that our order-fulfilment and shipping systems are designed to get orders on their way as quickly and efficiently as possible, and therefore we cannot change or cancel an order once it has entered the shipping process.

Preorders
What are Pre-Orders?
A Pre-Order is an order placed for a product before it has stock availability in the shop. This guarantees that you will receive a specific item while it is still in production, as some products have limited availability!

When will my pre-order ship?
If you placed an order for a product on pre-order, the estimated dispatch date will be emailed in the order confirmation. Please note that these dates are an estimation and may vary depending on any shipment delays on receiving stock.
Please note that in some instances, pre-orders may not be shipped until the minimum order amount is reached, production is completed and quality is confirmed by us!