Refund policy
CUTEDEN offers exchanges on eligible products in accordance with our Return Policy. Exchanges are processed through our online return portal. More information about our return policy can be found below.
Frequently Asked Questions
Q: How do I initiate a return?
A: To initiate a return, please reach out to our Service Team via email at service@cuteden.com with your order number. Our team will guide you through the process and provide you with a pre-paid return shipping label.
Q: What is the status of my return?
A: You can visit our Returns Page for your return request status. If you can't find the information you are looking for, please reach out to our Service Team. For the fastest response from one of our Care agents, please contact us via email at service@cuteden.com.
Q: Can I exchange my product?
A: Please visit our Returns Page if you need to exchange or return your order. Hygienic items, cat consumables, and refurbished/clearance products are final sale for safety reasons and cannot be exchanged. Visuals will be required when submitting a return or an exchange. Note: Only products that are unused, and have the original packaging and tags/fillings will be eligible for an exchange. Return shipping fees and a restocking fee apply.
Q: When will my refund be processed?
A: You can expect the refund to reflect on your original form of payment, minus the actual return shipping fee and the restocking fee, within 3-5 business days after the products are returned and inspected by our warehouse. Please note that it may take up to 10 business days for the refunded amount to reflect in your account, depending on your bank or lender. If you have any questions about the status of your refund, contact our Service Team.
Q: Do I need to pay for return shipping back to Cuteden?
A: If you decide your cuteden.com purchase is not for you, we offer exchanges on items within 30 days of delivery for items in new, unused condition with their original packaging. Once your exchange request has been approved and your return shipment has been scanned by the carrier, we will issue a credit for your exchange less any applicable return shipping and restocking fees. Our Service Team will provide you with a pre-paid return label for each product being returned. Customers are responsible for the actual return shipping costs and a restocking fee (equal to 15% of the item price, excluding shipping).
Note: New items are eligible for return or exchange. All other items and items purchased as Clearance or Refurbished are final sale.
Return Policy
IMPORTANT: The return policy detailed below applies to products purchased from our website: https://www.cuteden.com only. For return policy questions for purchases made on third-party retailer websites like Amazon.com, Chewy.com, etc., please contact the retailer where the product was purchased for return policy inquiries.
Our Service Team will provide you with a prepaid return label for each product being returned. The actual return shipping fees and the restocking fee will be deducted from your refund. Refunds are processed 3-5 business days after the return arrives at our warehouse and goes through our inspection process. We offer a 30-day return window for eligible items* that are new and unused in their original packaging (including intact filler). Visuals will be required when submitting a return or an exchange.
We stand behind our products. At Cuteden, we’re committed to helping you and your cat find the perfect fit. If your item isn’t quite right, we’ll make it right.
Need help with products?
We’ll take care of it. Our team can quickly confirm the right size or fit for your cat and arrange an easy exchange if needed. Contact our Service Team and we’ll handle the rest.
Return Window
We accept exchanges and returns within 30 days of delivery for items in new, unused condition and in their original packaging.
Please note that hygienic items, cat consumables, and Refurbished/Clearance items are final sale and not eligible for return.
Return Shipping & Restocking Fees
Customers are responsible for return shipping costs and a restocking fee, which will be deducted from the refund amount. This fee helps cover inspection, processing, and repackaging costs so we can maintain our quality standards for every pet.
- Return Shipping Fee: Deducted based on the actual cost of the pre-paid return label.
- Restocking Fee: A flat 15% of the product purchase price (excluding any original shipping fees).
- For hygiene and safety reasons, we cannot accept returns or exchanges on the following:
- Cat Bedding, Toys, Catnip, Litter Accessories, Feeders + Bowls, and Grooming Pads
- Spare and replacement parts
- Any product marked as Clearance or Refurbished
We appreciate your understanding and support in keeping our products safe for every cat. For questions about your return or help with your order, contact us at service@cuteden.com.
Return Shipping Fees and Restocking Fees are applicable for Exchanges. All fees above are in USD.
For any questions, email us at service@cuteden.com