At Kitty Meals Sales, we’re committed to providing excellent service for you and your beloved pets. Our comprehensive shipping and returns policy ensures a smooth shopping experience from checkout to delivery and beyond.

Shipping Information

We ship worldwide (excluding some remote areas and parts of Asia). Please see below for our shipping options:

Standard Shipping

  • Carrier: DHL or FedEx
  • Shipping fee: £12.95
  • Delivery time: 10-15 business days after dispatch

Free Shipping

  • Carrier: EMS
  • Available for orders over £50
  • Delivery time: 15-25 business days after dispatch

Processing time: All orders are processed within 1-2 business days before dispatch.

Returns & Exchanges

We want you and your pets to be completely satisfied with every purchase. If you’re not happy with your order, our straightforward returns policy ensures a hassle-free experience.

Important Note on Non-Returnable Items

For hygiene reasons, we cannot accept returns on the following opened products:

  • Cat Food (including Cat Food Wet)
  • Chinchilla & Chipmunk Food
  • Ferret Food
  • Guinea Pig Food
  • Hamster & Gerbil Food
  • Horse Feed

These items must be unopened and in their original packaging to be eligible for return.

Our Returns Promise

We accept returns of most unused, unopened items within 15 days of delivery for a full refund or exchange.

How to Return an Item

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order.
  2. Wait for Approval: We’ll respond within 2 business days with return authorization and instructions.
  3. Package Your Item: Securely pack the unused item in its original packaging with all tags attached.
  4. Ship Your Return: Send the package to our warehouse at:
    Kitty Meals Sales Returns
    9 Bank St
    Bradford, GB BD8T 3TW
  5. Track Your Return: We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). For exchanges, we’ll cover the cost of shipping the replacement item to you.

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds are processed within 5 business days of receiving your return.
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
  • Notification: You’ll receive an email confirmation when your refund has been processed.

Please allow 7-10 business days for the refund to appear in your account, depending on your financial institution.

Exchange Process

For exchanges (subject to availability):

  • Follow the standard return process above.
  • Clearly indicate in your return request what item you’d like as a replacement.
  • We’ll ship your replacement item once we receive the original product.
  • If the replacement item costs more, we’ll invoice you for the difference. If it costs less, we’ll refund the difference.

Damaged or Defective Items

If you receive a damaged or defective product (such as a broken cat toy or damaged horse grooming kit):

  • Contact us immediately at [email protected] with photos of the damage.
  • We’ll arrange for a replacement or refund and provide a prepaid return label if needed.

Return Request Template

Use this template when emailing your return request:

Subject: Return Request – Order #[Your Order Number]

Dear Kitty Meals Sales Team,

I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:

  • Product Name:
  • Reason for Return:
  • Preferred Resolution: (Refund/Exchange for [Product Name])
  • Order Date:
  • Delivery Date:

I confirm that the item is unused and in its original packaging (except for non-returnable items listed in your policy). Please advise next steps.

Best regards,

[Your Full Name]
[Your Contact Number]

Need Help?

Our friendly customer service team is here to help with any questions about shipping, returns or exchanges. Contact us at [email protected] and we’ll respond promptly.

Thank you for shopping with Kitty Meals Sales – where your pet’s happiness is our priority!