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FAQ

Order & Payment Shipping & Returns Other Questions

Order & Payment

  • F: What are your payment options?
A:We accept online orders pay by credit cards, debit cards, prepaid cards, gift cards & Paypal, and bank transfer via Xoom.com
  • F: How to order?
A:After you picked favorite items, then, please click 'Buy it now' and enter your personal information as required. Then, click 'Confirm & check out'. More details please click here.
  • F: Do you accept mail order?
A: No. We do not accept mail order to make sure we can manage every due at the time.
  • F: I paid already, but the order status still showing 'waiting for payment', why?
A:Our billing department will check & confirm all orders & payments in weekdays (Monday to Friday) only, so if you made the order in weekends, please don't worry about it and just wait until Monday's order confirmation procedures.
  • F: What can I do if I supply the wrong information like size and mailing address?
A:It's terrible, right? We often start making your order within 2 day when we receive your payment. Once the project starts, the product can't change any more. If you realize the information is wrong, please contact us as soon as possible. For the mailing address, please send us your order number, the new address to [email protected], our staff will update the information.
  • F: How can I get Cat Dog Costumes coupons?
A:There are 2 types of coupons for all Cat Dog Costumes customers. If you are new to Cat Dog Costumes, we are afraid you can only get coupons after you made at least 1 order from us.
Coupon Type 1: get coupons (5 USD / 30 USD) after you completed & received an order from Cat Dog Costumes.
Coupon Type 2: get coupons (10% OFF) if you send us your pet’s cosplay photo (that is wearing Cat Dog Costumes products. For further details, please visit 'Share my cosplay photos with Cat Dog Costumes members worldwide'.
P.S. If you share your pet’s cosplay photos (that is wearing Cat Dog Costumes products in your blog or websites, you can tell us and we will give you the Coupon Type 2 as well. n_n
  • F: What are the coupon restrictions?
A:For the coupons, there are two types of Cat Dog Costumes coupons.
1: If the condition is 'Purchase over $200, get $30 off', that means the order total price (not including shipping) is over US$200, then you can input the coupon code and get US$30 off from that single purchase.
2: If the condition is 'Purchase over $70, get $5 off', that means the order total price (not including shipping) is over US$70, then you can input the coupon code and get US$5 off from that single purchase.
* Every coupon can be used for once only; and a coupon will be expired after 6 months (after you activated the coupon code).
* Please check ‘why can not use coupon’ for all coupon restrictions.
  • F: How to use Cat Dog Costumes coupons?
A:You can use coupons whenever you want to. After you picked your favorite items, then, please click 'Buy it now' and enter your shipping information as required. Then, enter your coupon code into the blank under ‘total price’ and click ‘use coupon’ will be okay. Click here for Step-by-step guideline.

Shipping & Returns

  • F: What are your shipping costs?
A:We offer free worldwide shipping for all the Costume on our site; we will ship by Standard shipping automatically, which will take about 20-30 days for the package travel from our office to your mailing address. For some accessories and special offers, customer should bear the shipping cost.
  • F: How about the delivery time?
A:All of our products include free worldwide shipping. Estimated delivery time is between 20-30 days by Standard shipping automatically.
  • F: What does 'one-time shipping' means?
A:All shipping fee Cat Dog Costumes charged is the shipping fee for one-time shipping only.
*If the order is separated into 2 packages (not customer responsibility), the second delivery method will be changed to Standard shipping automatically. Customers can pay extra shipping fee to upgrade their second delivery method.
*If the order have to be sent twice (responsibility is on customer side), then customer will need to pay the shipping fee for the second delivery.
  • F: I need to ship these to two different addresses. Can I combine them into one order to save on shipping?
A:Unfortunately, shipping is charged per package, so all orders going to a separate address must be placed separately and shipping must be charged for each one.
  • F: What is your tax policy?
A:In order to minimize customers' costs, we will write a low value description on our shipment package; so that you do not need to pay extra tax.

Import Notice: Buyer is responsible for any import taxes charges (if any), at destination port. Buyer will be responsible for paying return shipping costs - for any shipment that is not accepted due to refusal to pay import fees. We can send your order with a low value invoice to help you avoid or reduce these costs, but it is not a guarantee.

Cat Dog Costumes has no control over import charges and does not have responsibility for the package meeting local customs taxes. When ordering from our site, you are considered the importer and must responsible for the import tax or any additional charges. You should contact your local customs office for further information because custom policies are different from country to country. If the package is subsequently returned to us, you will be responsible for the return shipping charges and the transaction fee of the total product purchase. Then the rest of the money will be refunded to you after we get the package back.
  • F: Why my package is delivered to the wrong address?
A:Please double confirm your shipping address left in Cat Dog Costumes "Order Confirmation Page" is correct. We will ONLY send packages to the address left in our Cat Dog Costumes Order Confirmation Page.
*Cat Dog Costumes will NOT use other shipping addresses (including the shipping information left in CCNow's, WorldPay, and Paypal order page), please make sure your mailing address in our Order Confirmation Page is correct after paid.
  • F: Can I get refund if the package is delivered to the wrong address?
A:1. Cat Dog Costumes will ONLY able to proceed refund if we sent the package to the wrong shipping address (which means our package shipping address does not match the shipping address in Cat Dog Costumes "Order Confirmation Page").
2. Cat Dog Costumes will NOT able to proceed refund if we sent the package to the correct shipping address (which means our package shipping address match the shipping address in Cat Dog Costumes "Order Confirmation Page").
  • F: How to check delivery status?
A: Once we ship your package, we will send you a delivery notification email (including tracking link & tracking number) directly; or, you can simply click 'Track Order' to check your order delivery status.
  • F: For standard shipping,If the package weighs more than 2kg ,we will upgrade to the shipping method to Express.
A:*Since the 2kg is the maximum package weight for Standard Shipping, when the package was over 2kg,we will upgrade to shipping method to DHL/Fedex/EMS according to country and the actual shipping fee.
*With the change of the shipping method ,the risk of Custom & Tax will be change.But Cat Dog Costumes still does not have responsibility for the package meeting local customs taxes.
  • F: Returns & Refunds.
A:We only accept refunds for accessories, costumes are unable to be returned and exchanged. Returns must be made within 14 days of receiving orders. We will offer 100% refund only of products which are defected, or sent by mistake.
We don't accept refunds for customize costume, our dressmaker will start customizing the costume for your pet within 2 days after receiving your payment, it's impossible to cancel an order. Please make a careful decision.

Click 'Refund & Return Policy' for all details.

Other Questions

  • F: CCNow told me that my order had been shipped. Why is there any tracking number for it?
A:After receiving your payment, we will mark shipped in CCNow. But that does not mean your package is shipped. It is just the order confirmation. All our products are tailor-made. They all take time to be finished. Hence, if your order includes one of them, the processing time will be longer. You can see processing time for each product in the product description.
  • F: Can you take a commission?
A:Of course! We can take all the commission. Please contact us via [email protected] for further information.
  • F: How about the price for commission?
A:Our price is very reasonable! It will depend on the item design and the related materials. We guarantee to offer high quality tailor-made service with the deepest discount. Please feel free to send us your design via [email protected] and we will give you the quotation and reply as fast as possible (most likely within 24 hours).
  • F: How to contact you?
A:Please feel free to contact us by submitting a ticket in our Support Center.
  • F: Why my ticket has no reply for 2 days?
A:During weekends, Cat Dog Costumes tailors, billing department, legal department, shipping department are all services closed; but we will provide limited Customer Support for replying customers' tickets about general issues. n_n
  • F: How about the copyright & ownership of the comic pictures?
A:All comic pictures & design graphics are 100% reserved by the original designer or publishing company / party, we provide the tailoring services only.