Shipping policy

Last updated: November 3, 2026

1. Store details

Kitty Pouches (kittypouches.com)
Email: contact@kittypouches.com

2. How orders are fulfilled

2.1. Products sold on kittypouches.com are shipped directly to you from our suppliers' warehouses abroad.

2.2. Your order is passed to our supplier within a maximum of 7 business days after your payment has been received. Orders that are not paid within 3 business days may be cancelled.

2.3. The total delivery time is 4 to 45 business days, depending on your location, the supplier and factors such as customs clearance, transport delays or force majeure. By placing an order, you accept this delivery time.

2.4. If delivery takes longer than 45 business days from the date your order was passed to the supplier, you may cancel your order and request a refund by writing to contact@kittypouches.com within 7 days after that period ends.

2.5. If your order is shipped from outside your country, you may be the importer of the goods and responsible for customs formalities and import taxes (e.g. VAT, duties), unless VAT was collected at checkout under the EU IOSS scheme. Information about how VAT is handled is shown before you place your order (e.g. in the cart or at checkout).

3. Shipping costs

3.1. Standard shipping is free on all Kitty Pouch orders, worldwide. The shipping options and costs that apply to your order are always shown at checkout before you pay.

3.2. If you return a product, the cost of return shipping and any customs fees are paid by you, unless we decide otherwise in an individual case.

4. Shipping updates

4.1. Once your order has been passed to the supplier and shipped, you will receive a shipping confirmation email with a tracking number, if the supplier provides one.

4.2. If there is a delay, we will do our best to let you know the expected delivery time, based on the information we receive from the supplier.

4.3. Please check your parcel when you receive it and report any damage to the carrier and to us at contact@kittypouches.com within 48 hours of delivery.

5. Responsibility for delivery

5.1. We are not responsible for delivery delays caused by suppliers, logistics partners, customs clearance, an incorrect address provided by the customer or other circumstances beyond our control.

5.2. If a product is damaged in transit, we will help you file a claim with the carrier or supplier, in accordance with applicable law.

5.3. If a parcel is lost, we will investigate with the supplier or carrier and offer you a refund or a replacement shipment, at our discretion.

6. Product safety (GPSR)

6.1. If a product turns out to pose a safety risk, we will withdraw it from sale and notify customers by email about the return procedure – see our Refund Policy for details.

6.2. Please send product safety reports to contact@kittypouches.com. We aim to respond within 24 hours and act in line with the GPSR.

7. Contact

7.1. Questions about shipping, delivery or product safety: contact@kittypouches.com.

7.2. We aim to reply within 48 business hours, unless we need more time to check with the supplier – in that case we will let you know.