Refund policy
We want you and your cat happy. Because most of what we sell is either a consumable botanical or a product designed to be destroyed by a cat, please read the specifics below — they're a little different from a typical store.
Return window
You have 30 days after receiving your order to request a return on eligible items. To be eligible, an item must be unopened, unused, and in its original packaging, with proof of purchase. See the non-returnable list below, as several of our core products can't be returned once opened or used.
How to start a return
Email us at hello@highwhiskers.com to request a return before sending anything back. If your return is accepted, we'll send a return shipping label and instructions on where to send your package. Items sent back without first requesting a return won't be accepted.
Returns are sent to:
Items that cannot be returned
For health, safety, and the nature of our products, the following are non-returnable:
- Opened catnip and botanical blends. As a consumable, food-adjacent agricultural product, catnip cannot be returned or resold once the seal is broken. Unopened blends in original packaging may be returned within 30 days.
- Used cardboard houses and scratchers. Our houses are designed to be scratched, climbed, and ultimately worn out — that wear is the product working as intended. A house that has been assembled and given to your cat is considered used and cannot be returned. Unused houses in original packaging may be returned within 30 days.
- Gift cards, sale items, and any personalized or custom items.
Damaged, defective, or wrong items
This is the important one: please inspect your order as soon as it arrives. If anything shows up defective, damaged in transit, or it's the wrong item, contact us at hello@highwhiskers.com immediately (within 7 days of delivery) with photos, and we'll make it right — replacement or refund, your choice. This applies even to consumables and houses: a defective product on arrival is always covered.
Exchanges
The fastest way to get what you want is to return an eligible item, and once the return is accepted, place a new order for the replacement.
Refunds
Once we receive and inspect your return, we'll let you know if the refund is approved. If approved, you'll be refunded to your original payment method within 10 business days. It can take additional time for your bank or card company to post the refund. If more than 15 business days have passed since approval and you haven't seen it, contact us at hello@highwhiskers.com.