Shipping policy

Last Updated: 10 September 2026

ORDER PROCESSING

All orders are dispatched from Canada. We are committed to getting your order on its way quickly. Orders are processed and shipped within 1-2 business days of receiving payment. (Business days are Monday to Friday and exclude statutory holidays in British Columbia.)

Where an item has a longer lead time, the dispatch time is stated on the product page and confirmed in your order confirmation email.

If we cannot dispatch your order within 30 days of receiving it, or within any shorter period we stated at checkout, we will contact you and offer you the choice of a new dispatch date or a full refund.

DELIVERY

We ship to the address you provide at checkout. Your order confirmation email records the delivery address, the carrier and the shipping method. Tracking details are sent in your shipping confirmation email.

Delivery timeframes given at checkout are estimates. They depend on the carrier and the destination, and we cannot guarantee an exact delivery date.

RISK OF LOSS

Risk of loss and damage passes to you when you, or a person you have named to receive the goods, take physical possession of them. If your order arrives damaged, or does not arrive at all, contact us at hello@kittycathabitat.ca and we will put it right at our cost.

LOCAL DELIVERY

Free local delivery is available for Nanaimo, BC, within 10km of the city centre. Please indicate at checkout when someone will be home to receive the delivery, or email hello@kittycathabitat.ca to arrange a time.

Delivery note: Please make sure your address is correct and that packages are accepted or picked up promptly.

INTERNATIONAL SHIPPING (DUTIES, TAXES & FEES)

Where We Ship

We ship to Canada, the United States, the United Kingdom, Ireland, France, Germany, Spain, Portugal, Italy, the Netherlands, Belgium, Austria, Denmark, Sweden, Finland, Poland, Romania, Greece, Iceland, Norway, Switzerland, Japan, Australia and New Zealand. If your country is not listed, we cannot ship to you at present.

For orders shipped outside Canada, you are the Importer of Record and are responsible for complying with the laws and regulations of the destination country. You are responsible for all import duties, taxes, brokerage fees, and customs-related charges imposed by your country.

Where Duties And Taxes Are Collected At Checkout

For orders shipped to the United States, Austria, Belgium, Denmark, Finland, France, Germany and Portugal, estimated duties and taxes are calculated and collected at checkout. They are shown separately before you pay. Nothing further should normally be owed on delivery, although trade rules change and local authorities can still apply charges in some cases.

Where They Are Payable On Delivery

For orders shipped to Greece, Iceland, Ireland, Italy, the Netherlands, Norway, Poland, Romania, Spain, Sweden, Switzerland, the United Kingdom, Australia, New Zealand and Japan, duties, taxes and any customs brokerage fees are payable by you to the carrier or customs authority when your order arrives. We cannot determine these amounts in advance.

We do not refund duties, taxes, brokerage, or customs fees, except where required by law or where you are entitled to a refund under our Return and Refund Policy.

Orders Sold Through Shopify Managed Markets

Orders shipped to Austria, Belgium, Denmark, Finland, France, Germany and Portugal are sold through Shopify Managed Markets, with Global-e US Inc., 200 West 41st Street, New York, NY 10036, United States, acting as merchant of record and seller for those orders. This is stated at checkout before you pay. Every other destination is sold directly by us.

PACKAGE REFUSALS & UNDELIVERABLE ITEMS

Please accept or collect your delivery promptly. Carriers hold parcels for a limited time and return them to us afterwards.

If a package is refused or not collected and comes back to us, contact us at hello@kittycathabitat.ca and we will work out the best resolution with you. Any return shipping cost that arises may be deducted from a refund, except where the law requires otherwise, where the delivery failed through carrier error, or where you are exercising a statutory right to cancel or withdraw.

Refusing or not collecting a delivery does not remove any statutory right you have to cancel or withdraw from your order. If you have that right, our Return and Refund Policy applies and we will treat the refusal as notice of your decision.

If the delivery failed because of carrier error, contact us and we will resolve it at our cost.

For local purchases, at our discretion, we may collect the item directly from you, but this is not guaranteed.

CONTACT US

Kitty Cat Habitat
Sean Langwith
2000 Island Hwy. N. Suite 1013, Nanaimo, BC V9S 5W3, Canada
hello@kittycathabitat.ca
1-672-879-2000