FAQ/Policies
Because our products are custom printed and unique to each campaign, we do not currently accept any returns or exchanges (so be sure to double check to make sure you are ordering the correct size product). If you received a defective/flawed item, we'll gladly replace it. Defective items will be exchanged for the same type of product in the same size after a clear picture of the defect is sent to us.
If you want to cancel an order, you must immediately contact our customer care team within 3 hours of placing your order, since most orders are sent to production right after order is placed. To do so, you must email us at support@kittycatpalace.com with your change/cancellation request details included in the email. This will minimize the processing delay with your order due to the changes being made.
If you have a problem with your shipment, such as not receiving a package that has been marked as delivered on the tracking info provided, please contact the shipping carrier and they will be able to further assist you. We are not responsible for the delivery of packages after we ship them from our site. After ordering please make sure the address you provide is accurate. We do not reship or refund orders due to wrong addresses.
If you have any questions or concerns please email us at support@kittycatpalace.com and a friendly staff member will get back to you as soon as possible.
We use the latest direct-to-garment (DTG) printing technology to offer a wide variety of printable garments and design color options at an affordable price. The DTG ink in this process is different from the ink screen printers use. Keep in mind that the original manufacturer's care instructions don't take into consideration the DTG printing process.
Be wary of washing and drying on high settings, especially when the garment is 100% cotton. High-temperature washes can fade and crack the print, and a high-temperature dryer settings can shrink the garment, as well as damage the print.
In order for you to prolong the life of your custom print, we suggest following the care instructions below:
Machine wash cold, inside-out, gentle cycle with mild detergent and similar colors. Use non-chlorine bleach, only when necessary. No fabric softeners. Tumble dry low, or hang-dry for longest life. Cool iron inside-out if necessary. Do not iron decoration. Do not dry clean.
Sublimation apparel can be washed at any temperature setting without affecting quality. But we recommend washing with like colors, as the polyester fabric may make colors run. High temperatures during washing and drying may shrink the fabric.
Ordering online from the KittyCatPalace is easy! When viewing an item, simply select your size and quantity needed and then click ‘Add to Cart’. You can review the items in your Cart at any time by clicking on the ‘Cart’ icon in the top right corner of every page. Once you have reviewed the items in your shopping cart, you can either continue shopping or continue to checkout and place your order.
Once you have your desired items in your Cart, simply click the ‘Check Out’ button. You will then be prompted to input your email and shipping details. Next, choose your preferred shipping method and enter any discount codes or credit vouchers that you may want to use. Finally, you will be directed to complete payment. A confirmation email will be sent to your registered email address containing the contents of your order!
Please allow up to 24 hours for your confirmation email to be received in your registered email address inbox. We recommend checking your Junk/Spam mail folder as well. If you do not receive a confirmation email within this time frame, simply send an email to our Customer Care team at support@kittycatpalace.com.
After an order has been placed, it's immediately sent to one of our fulfillment centers where we will ship your items within 2-5 business days. Below are the expected delivery times.
Please note: Due to the popularity of certain items in our catalog, shipping times may take longer than the estimates below.
Please allow 7-15 business days for your order to arrive. We know it takes some patience, but it is worth it (orders outside the US may take up to 42 days). We work with different artists and manufacturers worldwide, this is the reason for sometimes long shipments. Promotional / Handmade / Made to order items could take up to 3-6 weeks as they are often in high demand. (This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries).
If an error message keeps occurring in your check out process, more often than not there is a credit card problem, or a defect with the billing or shipping address you are trying to use. To fix this error, try re-formatting the names and addresses in your billing or shipping information. If the error message keeps re-occurring, please email our Customer Care team at support@kittycatpalace.com.
After you place your order with kittycatpalace.com, a confirmation email will be sent to your email address once it has been processed. If you do not receive a confirmation email or your order is not visible in your account page, please write to our Customer Care team at support@kittycatpalace.com.
What you may be seeing is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear and you will see one charge for the order you have placed. Please note that your bank may take up to 48 hours to clear the authorization. If you need help speeding up the process you can contact the issuing bank of your credit card.
Please only click the ‘Place Order’ button once during checkout to avoid duplicate orders being placed.
All orders that have been cancelled before being shipped will be refunded to your credit card. Unfortunately, we are not able to cancel an order after it has already been shipped.
Simply sign into your account and select "View My Order Status". In doing this, you can check the status of your order and see when your package has been shipped. Where is my order? I have not received it yet? You will receive a confirmation email once your order has been shipped that contains your tracking information. If you have not received a shipping confirmation email, please check your Junk Mail or Spam folder, as it may have been received there. Please allow 3-4 weeks from the date of shipment for your parcel to arrive. Business days do not include weekends or national public holidays and the delivery time frame excludes delays caused during international custom’s processing.
Tracking updates are only available for certain countries. Please allow ample time for your parcel to be processed through your national customs department before you can expect tracking updates to appear on your national postal service website. Please contact your local post office for further details if tracking is not available online in your destination country.
If you receive an email that your package has been delivered but you have not received it, then please email us and we will assist you. Any "Unreceived package" claims must be made within 30 days of the date that you were notified that it was delivered. Any claims after the 30 day period will not be accepted.
The KittyCatPalace is based online only. We’ve taken the hassle out of shopping til you drop so that you can shop from the comfort of your own home! We deliver right to your door at the click of a button. Simple!