Refund policy
More Cats Please is a small, woman-owned business, and there's a real person reading every email (likely with one or two cats overseeing their work). If something's off with your order, please tell us. We'd love the opportunity to make things right.
Damaged, defective or incorrect items
If your order arrives damaged or defective, or has incorrect items, we'll make it right. Email thecats@morecatsplease.com within 14 days of delivery with your order number and a photo, and we'll send a replacement at no cost to you. If that design has sold out, we'll issue a full refund. You won't need to send anything back.
We're proud to say that every production run since we launched has included improvements based on customer feedback. Our goal is to keep listening and keep improving.
Returns of unopened items
You can return an item within 14 days of delivery if it's still unopened and in new, resellable condition.
- Email us first for return instructions. Returns sent without approval won't be accepted.
- Return shipping is paid by the customer, and original shipping charges are non-refundable.
- A restocking fee of 10% will be deducted from your refund. This helps offset the cost of the shipping and packing materials we can't reuse.
- Refunds are returned to your original payment method within 2 to 3 business days of receiving your return. Your bank may take 5 to 10 business days to post it.
Why we can't accept opened items
Every decision we make starts with one question: what's in the best interest of the cats? Cats are sensitive (and frankly, a little dramatic). A board another cat has scratched or napped on carries that cat’s scent, which can stress the next cat who meets it. And out of an abundance of caution for our immunocompromised kitty customers, we only ever send out boards that have never been opened. That's why we're unable to accept returns of opened or used items.
Why shipping isn't refundable
Our boards are oversized (14" x 19") so even a big cat can get all four paws on and stretch out properly. That size is the whole point, but it also makes every box expensive to ship. As a small business, covering that cost twice would make it hard to keep doing what we do, so shipping charges are unable to be refunded. We hope that makes sense, and we're always happy to talk through anything about your order.
Questions? We're here: thecats@morecatsplease.com