At Ecocat, we aim to provide a smooth and reliable shipping experience for all our customers. Please review our shipping policy for further details.

1.1 - Shipping Fees

Shipping fees are included in the monthly recurring subscription rate for our subscribers. This means you don't need to worry about additional shipping costs on your regular orders.

Standard shipping will be the default method used for all orders. However, if you wish to expedite shipping (for faster delivery), additional fees will apply. The cost for expedited shipping will be calculated at checkout. Please note that expedited shipping options are only available for specific locations or during certain times of the year.Important Note: Expedited shipping can only be selected before the order is shipped. Once an order has been processed and dispatched, changes to shipping methods will not be possible.

1.2 - Order Processing Time

All orders received between Monday and Friday, during our normal business hours, will be processed within 4-5 business days. Please note that processing time refers to the period between when we receive your order and when it is handed over to the shipping carrier. It does not include weekends or public holidays.

Ecocat cannot guarantee same-day order processing. Orders placed outside business hours (after 5:00 PM or during weekends/holidays) will be processed on the next business day. If you need your order urgently, we recommend reaching out to our customer service team to discuss any possible solutions.

Once your order has been processed and shipped, you will receive a confirmation email with tracking information (if applicable). Please ensure that your email address is entered correctly at checkout to receive these updates.

1.3 - Shipment Insurance

All shipments are insured at our expense. If your order is lost, damaged, or delayed in transit, we will work with the carrier to resolve the issue and ensure you are fully reimbursed or provided with a replacement, if applicable.Note: While we do cover damages or losses during shipping, we encourage you to check your package upon arrival and report any issues immediately to our customer service team. Claims for damaged goods must be reported within 7 days of receiving the shipment to ensure proper handling.

1.4 - Returns and Refunds Policy

Due to the nature of the product and health and hygiene concerns, all opened or used items are non-returnable.
Once the litter has been unpacked, we cannot ensure its quality or cleanliness. This policy helps maintain the integrity of our products and ensures the safety of all customers. However, if you receive a damaged or defective item, please contact our customer service team immediately, and we will address the issue promptly.

Unopened litter and other products may be returned within 30 days of purchase for a full refund, provided they are in resellable condition. To initiate a return, please contact us at meow@ecocatlitter.ca for return instructions. Customers are responsible for return shipping costs unless the return is due to a defect or mistake on our part.

Custom or personalized items, such as subscription bundles or promotional items, may be subject to different return policies. Please check the specific terms for those items at the time of purchase.

ADDITIONAL SHIPPING INFORMATION

Shipping Carriers:

Ecocat uses trusted carriers for all our shipments. We currently partner with [Canpar, Obibox, Canada Post, UPS, FedEx, etc.], depending on the destination and shipping method selected.

Tracking information will be provided once your order ships. You can use this tracking number to monitor your package’s progress.

Shipping Destinations:

While we strive to ensure timely delivery, Ecocat cannot control shipping delays that may occur due to external factors like weather conditions, customs procedures, or high demand periods (e.g., holidays).

Lost or Missing Packages:

If your package is lost in transit or shows signs of being lost, please contact us immediately. We will initiate a claim with the carrier and work with you to resolve the issue.

Once the carrier confirms that the package is lost, we will either refund your order or send a replacement, depending on your preference and the availability of stock.