Shipping & Returns
We strive for extremely fast shipping, and aim to deliver all orders within 2-5 business days.
Your total shipping charges are based on the shipping methods selected, the subtotal of your order and any applicable surcharges. Please note that shipping charges are calculated on an order's subtotal before any discounts or reductions are taken. All orders are processed for shipment within 48 hours. When an order is placed at twokittens.shop, the order immediately begins processing. In order to meet our estimated shipping dates, we might not be able to change or cancel an order once it is submitted.
We are unable to ship internationally and to freight forwarding companies.
If you have any questions about our shipping rates or about your order, please call our Customer Support Team at (929) 276-9573.
Weather Related Shipping Delays:
Please note that USPS/FedEx does not provide guaranteed delivery in the event of extreme weather conditions that may cause delays. In the event that your order might be delayed due to the weather please contact the shipper directly to verify the rescheduled delivery. Please note that FedEx, USPS, and Two Kittens do not refund shipping due to these such delays.
Return Policy
At Two Kittens your satisfaction is very important to us. We understand that there may be times when you need to return something you have purchased, so we've made our return policies hassle-free. Simply open a return request on your Orders page.
Please be sure to keep your sales receipt or packing slip for all refunds and exchanges.
Here is our detailed return policy which will help you with your return:
You may return or exchange most merchandise* within thirty (30) days with your packing slip.
Your merchandise must be in new, unused condition and include the original packaging, tags and/or instructions.
* Excludes outdoor gas powered equipment, electronics, food items and select pet items (including pet beds, costumes, sweaters, jackets, collars or leashes). Items covered under Manufacturers warranty will be repaired or adjusted according to the manufacturer's specifications.
- Food items include but are not restricted to: Canned foods, Cooking Ingredients, Prepackaged Foods, Candy and other Perishables.
- Non-warranty repairs resulting from normal wear; neglect, abuse, or misuse; failure to add oil or contamination of gas; and broken or bent crankshafts will be repaired and charged at regular repair rates and parts cost.
- Specific warranties may vary by manufacturer and are subject to any and all restrictions or limitations that apply.
* Electronics
- Electronic items such as GPS units, Fish finders, portable video and music players must be returned with a receipt within 30 days.
Form of Payment Terms:
You will receive a refund in the same form of payment used on the original purchase if you paid by credit, gift card, or merchandise credit.
Cash and debit card purchases will be issued for a store credit that is redeemable for merchandise or a cash refund.
Returns with a gift receipt will receive a merchandise credit card that is not redeemable for cash.
Check purchases require a 10 business day waiting period for cash refunds; refunds issued within the waiting period will receive a merchandise credit card that is not redeemable for cash.
Returns without a Receipt
Any request for a refund without a receipt requires management approval. If approved, your refund will be in the form of a merchandise credit card which is not redeemable for cash at any time.
You will be required to show valid identification prior to processing a refund request without a receipt.
Any approved returns without a receipt will be given at the lowest ever sale price.
Online Order Problems
Damaged items or mis-shipped items must be reported and returned within 7 days of delivery. Shipping costs will be reimbursed when an item is damaged or mis-shipped. Please contact our Customer Service desk at (929) 276-9573 for instructions on how to return something that was damaged or mis-shipped. Shipping costs will not be paid by Two Kittens when returning an item due to general dissatisfaction, purchaser regret or manufacturer defect.
While we can replace damaged or mis-shipped merchandise, we cannot exchange those items through our Customer Service desk. To get a replacement as quickly as possible, please return the damaged or mis-shipped item for a refund then reorder that item. No price adjustments are accepted for online purchases nor do we honor previous sale prices when you place your new order.
Please refer to our shipping guidelines above for our policy on weather related shipping delays.
Order Cancellations
Your order processing begins immediately upon submission of your order and depending on what stage your order is in, you may not be able to cancel it. To find out if your order is still able to be cancelled call (929) 276-9573.
Lost Orders
FedEx accepts responsibility of your package upon pick up. In the event that your order is lost during shipment, Two Kittens will need to be notified immediately. We will file a claim with FedEx on your behalf for the cost of goods and shipping fee. Once the claim is approved by FedEx, a refund will be placed on your credit card for the lost order. We are unable to place an order on behalf of our customer for lost goods. To receive your order as soon as possible, please place another order on our web site.
Return by Mail
If your merchandise arrived by mail from twokittens.shop, you can return it directly to one of our stores, or you can return it by mail. Just fill out the return form that accompanies your purchase, and securely pack the merchandise in a sturdy box free of bar codes and other markings. Then, apply the supplied return label and appropriate postage. Two Kittens highly recommends that you insure your package and request delivery confirmation. Two Kittens cannot accept responsibility for packages that it does not ship itself. Unfortunately, we do not accept C.O.D packages.
If you no longer have your packing slip, please email us to send you another packing slip.
NOTE: Federal law prohibits items that use flammable liquids or gas from being returned through the mail even if the item was drained of these materials.
If you choose to return any Two Kittens purchase by mail, please remember that all items should be in new, unused condition, and include all original packaging, tags and/or instructions. Please note that Two Kittens will not refund shipping and handling charges.
Shipping charges for e-commerce items are non-refundable, except in the rare occasion that the wrong item was shipped or if the item was damaged during shipping.
We're sorry, but we are unable to accept returns by mail for merchandise that was purchased at one of our stores. If you purchased your merchandise in one of our stores, please return it to the customer service desk at any of our stores.
Returns and Exchanges are not allowed on:
Food items or special order merchandise. Due to health and safety concerns, returns are not accepted on any refrigerated pet, livestock or equine medications.
Two Kittens reserves the right to refuse any request for a refund at any time and for any reason, or to offer a merchandise credit instead of a cash refund.
Should you have any questions regarding a return, please contact one of our stores directly. Visit our store locator to find a store near you.