Frequently Asked Questions From Customers:
If you received only ONE item and ordered more than one, your order most likely was split between 2 or more of our vendors. We use four different dropshippers that specialize in different designs and items.
Please check your receipt that will show from where they are being shipped. If this is the case, then you should be receiving at least two shipments and two different tracking # emails.
If it is coming from the SAME dropshipper and is incomplete, we will get out those items to you ASAP. Please email our customer service department and let us know about the error: [email protected]
** Mugs are always shipped separately due to the need to ensure safe packaging **
Tracking numbers are emailed out to you when the package ships. You may receive more than one email and tracking number if your order is coming from more than one drop shipper. Your receipt will show this info.
If you did not receive an email, please check your spam folder as we have found that many times these emails have been sent out but are sitting in the junk mail folder.
If you do not find it there, please use our order tracking tool. For more information, please contact us. Please know that orders can take up to 20 days from the time the order is placed until it is received.
We are so very sorry you were sent the incorrect item! Please know that we strive to exceed your expectations and will get you out the correct item ASAP. Please email our customer service department: [email protected] and they will take care of getting you the right item.
We strive to make the customer happy!
If it doesn’t fit or you would like to return it for a refund for any reason – please contact us at [email protected] and we will either exchange or refund your item within 60 days of your purchase date.
Refunds typically take 3 – 5 business days to reflect in your account once issued. We’ll do our best to expedite the process.
Question: Do the cats still get their meals? We are going to still make sure the cats get their meals regardless if you return the item or not. Thats our pledge to them and we take on that cost personally.
Tracking numbers are emailed out to you soon after the package ships. You may receive more than one email and tracking number if your order is coming from more than one dropshipper. Your receipt will show all this info. If you did not receive an email, please check your spam folder as it can sometimes get filed there.
If you still cannot locate your order email, please email customer service – [email protected] – with the following information:
*Please note that domestic orders can take up to 20 days from the time the order is placed to when it is delivered and 3 – 4 weeks for international orders.
Find more information here
How can I reach iHeartCats Hero Support?
We sincerely value your business and want to make sure you and your kitty are happy. We believe our customers are truly the heroes and the reason we are able to make such an impact for shelter cats.
Thank you for your order – and the shelter cats thank you, too!
We are working hard to get you your order within the promised timeframe. Please email any questions to our qualified team of hero support agents (and fellow cat lovers) at: [email protected]
We respond to customer emails as quickly as “paw-ssible” (within 24 hrs. M-F).
***Please note that for apparel and mugs it does take 10-14 BUSINESS DAYS (M-F) from time of order until you receive it since they are printed AFTER the order is placed. Most other items are received within 7 BUSINESS DAYS from the time order was placed.
International Orders (outside USA) received within 3 – 4 weeks. Please note that any applicable import taxes or tariffs are the responsibility of the recipient and are not included in the original shipping cost.
Meow! (Thank You!)
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