At Supplies Store, we know your feline friends deserve the best – and we’re committed to making sure both you and your cat are completely satisfied with every purchase. Whether you’re stocking up on essentials or treating your pet to something special, our shipping and returns policies are designed with your convenience in mind.
Shipping Information
We ship worldwide (excluding some Asian regions and remote areas) to bring premium cat products to your doorstep. Here’s what you need to know about getting your order:
Order Processing & Delivery Times
- Order Processing: 1-2 business days
- Standard Shipping: Via DHL or FedEx – arrives within 10-15 business days after dispatch (£12.95)
- Free Shipping: Via EMS for orders over £50 – arrives within 15-25 business days after dispatch
Please note: Delivery times may vary during peak periods or due to customs clearance in your country.
Our Hassle-Free Returns Policy
We understand that cats have very particular tastes (who knew a £20 bed would be ignored for the cardboard box it came in?). That’s why we offer a straightforward 15-day return policy for most items.
How to Return an Item
- Initiate Your Return: Within 15 days of delivery, email us at [email protected] with:
- Your order number
- Item(s) you’re returning
- Reason for return (helps us improve our selection!)
- Wait for Approval: Our Perth-based cat lovers will respond within 24 hours with return authorization and instructions.
- Package & Ship: Securely pack unused, unopened items with original packaging and tags. Include your packing slip or order confirmation.
- Receive Refund/Exchange: We’ll process your request within 5 business days of receiving your return.
Return Request Template
To make returns even easier, use this template when emailing us:
Subject: Return Request for Order #[Your Order Number]
Dear Supplies Store Team,
I would like to request a [return/exchange] for the following item(s) from my order #[Your Order Number]:
– [Product Name]
– [Quantity]
– [Reason for Return]
Please advise on next steps for returning the item(s).
Best regards,
[Your Full Name]
[Your Email Address]
[Your Contact Number]
Refund Information
Once we receive and inspect your return (typically within 5 business days), we’ll process your refund:
- Credit/Debit Cards (Visa, MasterCard, JCB): 3-5 business days to appear on your statement
- PayPal: Typically processed within 24 hours
Note: Original shipping fees are non-refundable unless we made an error or sent a defective product.
Non-Returnable Items
For health and safety reasons, we cannot accept returns of:
- Opened or used Diet Food, Dry Food, or Hypoallergenic Food (hygiene reasons)
- Flea and Tick Treatment and other Medication and Supplements (regulatory restrictions)
- Any Medical Supplies that have been opened or used
- Personalized or custom-made items
Exchange Policy
Prefer to exchange rather than return? We’re happy to help!
- Same value: No additional payment required
- Higher value: Pay the difference
- Lower value: We’ll refund the difference
Exchanges are subject to product availability.
Damaged or Incorrect Items
Received a damaged item or wrong product? Contact us immediately at [email protected] with photos of the item and packaging. We’ll arrange a replacement or refund at no additional cost.
Need Help?
Our cat-loving team is here to assist with any shipping or return questions. Contact us at [email protected] or our Perth address:
Supplies Store
49 Dunkeld Rd, Perth, GB PH2B 3WC
We aim to respond faster than your cat runs to the sound of a treat bag opening!