Answers to the questions we hear most often. If your question is not covered here, please get in touch — we reply to every message within one business day.
How long will my order take to arrive?
We dispatch orders within one to two working days, and parcels typically arrive within three to five working days anywhere in the United States. You will receive a tracking number by email as soon as your order leaves us.
How much does delivery cost?
Delivery is calculated at checkout based on your order and delivery address, and the full cost is shown before you pay. We never add hidden charges.
Which payment methods do you accept?
We accept all major debit and credit cards through our secure checkout. Card details go directly to our payment processor over an encrypted connection and are never stored on our servers.
Can I change or cancel my order?
Yes, if it has not been dispatched yet. Email us at Susanne@gocat.store or call 517-543-7519 as soon as possible, quoting your order number, and we will amend or cancel it free of charge. Once an order has been dispatched, our standard returns process applies.
What is your returns policy?
You have 30 days from delivery to return unused items in their original condition for a full refund. The full details are on our Shipping & Returns page.
How do refunds work?
Once we receive your return and check it over, we refund the original payment method within five working days and confirm by email. Faulty or damaged items are always refunded in full, including any reasonable return postage.
Do you ship outside the United States?
Not yet. GoCat currently delivers within the US only, but international shipping is on our roadmap for the future.
Are your products safe for kittens and small cats?
Yes. Everything we sell is made from non-toxic materials and is suitable for cats of all sizes. We recommend supervising kittens during play and checking toys regularly for wear and tear. Where a product has specific age guidance, it is noted on the product page.
My cat is ignoring their new toy or scratcher. Any advice?
Give it time. Place scratchers where your cat already scratches, keep toys near their favourite resting spots, rub a little catnip into scratching surfaces and rotate toys to keep them interesting. Most cats come round within a week or two. Our Cat Care Tips page has full guides, and if an item is genuinely unused you can return it within 30 days.
How do I get in touch?
Email us at Susanne@gocat.store, call 517-543-7519, or use the form on our Contact Us page. For order queries, please include your order number so we can help you faster.