Frequently asked questions
When will my order arrive?
We process all orders within 1 to 3 business days. Because our premium pieces are dispatched from specialized fulfillment centers, transit times vary based on the item's size and warehouse location.
- Accessories & Add-ons: Typically arrive within 2 to 5 business days.
- Standard Items: Typically arrive within 5 to 14 business days.
- Oversized & Heavy Freight: Large architectural pieces and wooden enclosures require specialized handling and typically arrive within 7 to 21 business days.
Will I receive tracking information?
Yes. You will receive an automated email containing your tracking number the moment your order leaves our facility, allowing you to monitor its progress directly to your door.
What is your return policy?
We stand behind the quality of our Kitty City infrastructure. If a piece does not perfectly fit your space, we offer a 14-day return window from the date of delivery.
To be eligible for a return, the item must be in its original packaging, unassembled, and strictly unused. Due to the oversized nature of our architectural furniture, customers are responsible for all return shipping costs. For safety and sanitary reasons, we cannot accept returns on assembled furniture, items showing signs of use, or perishable goods (such as cat treats).
Please note: Due to the logistical nature of our heavy freight fulfillment, we do not offer direct exchanges. If you need a different model, simply return your original item for a refund and place a new order.
Please contact support@mykittycity.com to initiate a return and receive your authorized return shipping address.
What happens if my item arrives damaged?
While our furniture is securely packaged to withstand heavy freight transit, occasionally damage occurs en route to your home. Please inspect your order immediately upon reception. If your item is defective, damaged, or incorrect, contact us at support@mykittycity.com within 14 days of delivery.
Simply provide your order number and clear photographic proof of the issue. Our team will immediately arrange for the necessary replacement components or a full replacement to be shipped to you at absolutely no additional cost.
How do I get in touch with customer service?
Our concierge team is ready to assist you. For the most efficient service, please email us at support@mykittycity.com. We operate asynchronously to provide thorough support, and our standard response time is within 24 hours, Monday through Friday.
How is my personal data handled?
We prioritize your privacy and security. Our store is powered by Shopify's secure infrastructure. We only collect the necessary information required to process your payments, fulfill your oversized freight deliveries, and provide customized shopping experiences. For complete details, you can review our full Privacy Policy and Terms of Service linked in the footer.