FREQUENTLY ASKED QUESTIONS
Ordering online from Catnovaa store is easy! When viewing an item, simply select the size, color and quantity needed and then click ‘ADD TO CART’.
Once you have your desired items in your Bag, simply click the ‘PROCEED TO CHECKOUT’ button. You will then be prompted to either sign in to your account or to create a new account. Next, enter any discount coupon codes if you have one.
Finally, you will be directed to complete the Shipping address, shipping method and payment method. A confirmation email will be sent to your registered email address containing the contents of your order!
It is only possible to make a change to your order within 1 hour of placing it and if the order has not been processed. We process orders very quickly, so changes and cancellations cannot always be fulfilled.
You must immediately contact our Customer Care team (within the hour) with your change/cancellation request details included.
Almost all orders ship from our warehouses within 2-4 days of the order being placed. We have a high success rate simply because of the garment options we offer, most of which are highly available and rarely out of stock.
For more details about the shipping methods, rates & prices, please visit our Shipping page.
Please understand that we do not accept returns or exchange without prior return authorization. Therefore if you need to return your order for some reason, please contact our Customer service staff first to confirm. Once you are authorized to return the item(s), please follow all of the instructions provided.
We recommend that all returns be sent via a traceable carrier. Keep the Return Tracking Number associated with the package you are returning to ensure that the package is returned to our warehouse. Catnovaa.com is not responsible for packages sent with a return label not provided by us, or without the original packing slip. Also, Catnovaa.com do not accept C.O.D. deliveries.
Please note the following product return requirements:
- Merchandise must be returned within 7 days of receipt;
- Merchandise must be unworn and unwashed;
- Merchandise must have all tags, original packaging, accessories and embellishments fully intact;
- Gift cards, jewelry, underwear and bodysuits merchandise may not be returned.
Refunds will be processed within approximately 7 to 10 business days after we receive your return. The exact time can vary and is subject to the individual payment provider. Once refunds have been processed, we recommend contacting your payment provider for updates. All original shipping charges are non-refundable.
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