FAQ + Shipping Details
How long will it take for my order to arrive?
Stubborn Cat partners with global merchants in order to provide you the best prices and a unique global shopping experience
Items shipped from our global warehouse may take up to 2 - 6 weeks for delivery due to customs check. If your tracking doesn’t show the most up to date status, please do not panic, it's on its way :)
There will be tracking number provided for these countries: US, Canada, Australia, UK, France, Germany, Norway, Russia, Brazil, and Hong Kong! For rest of the world, you can still receive shipping but no tracking info will be provided.
What forms of payment do you accept?
We accept Visa, Mastercard, American Express and Paypal.
I ordered 2+ items, but only received one... where's my order?
We have a large assortment of products not stocked in house, when you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next. So don't panic if you don't receive all of your items at once… rest assured they are on their way :)
Why have I not received any order confirmation details?
Most times this is because our customers have accidentally entered their email in wrong. Throughout the process we send 3-4 emails, including an order conformation, a fulfillment notice, and a shipping notice. If you believe you may have entered your email wrong please contact us and we will fix it for you.
Are the "FREE" items really free?
YES! For our promotional items, all you have to pay is the shipping cost. Shipping cost ranges between $4.95 to $14.95 per item.
30 Days 100% Satisfactions Guarantee
If you are not satisfied of our products due to damaged goods. We will issue you a replacement for free. You'll have to take a photo of the damaged goods within 24 hours of receiving and send the refund/reship request to info@StubbornCat.com.
What is your return policy?
We are committed to making sure you are 100% satisfied with your order. We hope that you love your items from us, however, if for any reason you're not happy with your order we offer a return policy to all customers if the good is damaged. The items must be in their original condition, we must be informed before sending items back. Simply contact us within 3 days of receipt, and return the item within 10 days for a full refund of the purchase price. (Return shipping fee and original shipping fees will not be refunded) If an item is damaged or faulty on arrival then let us know asap within 3 days and we will refund or replace your order
If your country or region charges fees like import tariff, value added tax, customs handling fees, etc, you will have to bear the charge(s). The fees will be collected by the Post Office or courier service provider of your country or region. In case the delivery of an order is delayed due to customs, we bear no responsibility in this circumstances. We do not issue any proof of export documents, such as proof of country of origin, or export visas.
NOTE: During the seasonal period (eg Halloween, Valentine's Day, Christmas, Easter) there might be some delay in posting process. During this period, please allow 7 extra business days for delivery. If an item has not been delivered within the approximate day stated above plus 7 extra days; please send us an email, we will refund your shipping cost as well as an exclusive discount coupon.
I made a mistake on my order, how do I fix it?
If your order hasn't yet shipped, please email us directly at email@example.com.
Where is my package? The tracking information hasn't updated in a long time. Can you tell me where it is?
Unfortunately, we only see the same tracking information as you. In some cases, international orders can take up to 4 weeks to clear customs. If the tracking information was last departed from the warehouse and has not updated recently, it is more than likely still making its way overseas. Once it arrives at that next overseas destination, the package will be scanned and the tracking information will update. If it has been over 4 weeks since it has been updated, let us know and we can try shipping your order again.
I paid for shipping on my order, but then the package arrived and I had to pay to receive it.
Our shipping cost does not include import or customs taxes. This is a common occurrence for international orders and unfortunately, we have no control over them.
How do I pay for my order? Is it secure?
The checkout process uses both PayPal and Stripe, two of the most trusted online payment solutions on the web.
How do I contact the Stubborn Cat shop?
If you have any questions that are not on this FAQ page, please email us at firstname.lastname@example.org, and we will promptly get back to you!