Store & Shipping Policy
Ordering and Payment
Castle Cats Store accepts payment in the form of PayPal, Visa, Mastercard and American Express. Payment is processed at the time of purchase and an e-mail confirmation detailing items and billing/shipping information will be sent upon completion of order. E-mail address provided during checkout must be accurate to receive confirmation and updates.
Shipping and Handling PolicyDue to the current Covid-19 situation in the world all international orders are delayed.
Normal Shipping Time: 2-3 weeks
Current Shipping Time: 5-6 weeks
Thank you for your patience! <3
Orders made on Castle Cats Store may be shipped from different locations depending on what product you purchase.
Products shipped from Sweden are:
- Plush Toys
- Metal Pins
- A4 Prints
Orders that includes the above are shipped from Sweden via PostNord worldwide. Delivery Confirmation (tracking) numbers are issued for all domestic and most international packages. Domestic orders may take up to 7-14 business days to arrive. International orders may take up to 10-30 business days to arrive.
Regular orders are processed within 3 days of purchase and packages are usually shipped every Monday and Friday. Pre-orders will be processed and shipped in waves of a first-come, first-served basis as soon as they arrive to our Store.
Other products will be shipped from the United States. This may include:
Domestic orders may take up to 7-14 business days to arrive. International orders may take up to 10-30 business days to arrive.
If your order includes products that will be shipped from different locations you will receive two different packages. We can't guarantee that the packages will arrive at the same time.
Shipping costs are calculated based on the total weight of the order and may be reviewed prior to completion of checkout. Rates are inbetween 6 to 23 USD.
International orders inside the European Union are shipped as DDP, "duties and taxes paid".
International orders outside the European Union are shipped DDU, "duties and taxes unpaid".
When shipped DDU: all applicable customs and import duties and fees, taxes and any other chargers and fees are the responsibility of the customer (even if you refuse any shipments upon delivery). Castle Cats Store has no control over these charges and cannot predict what the cost would be, as custom policies and import duties vary widely from country to country. Please contact your local customs office for current charges.
If your order does require these additional charges, they must be paid by you in order for your package to clear customs. If a shipment is refused due to taxes and duties unpaid, the carrier will discard your package and a refund will not be issued. In the event that a package is returned to our Store due to unpaid duties and taxes, all shipping fees will be deducted from your refund.
Return & Exchange Policy
We have a 14 day return policy. Please contact us within 14 days of receipt for a return or exchange. Shipping charges are non-refundable unless damage or loss has occurred during shipping.
Return items must be in original unused, unwashed and undamaged condition with original packaging and/or tags. Return items that do not meet these qualifications will not be accepted. All customers are required to organize return shipping themselves as we do not provide free return labels at the moment.
For exchanges, return items must be in the same conditions described above and may be exchanged for other items of identical value only. No money will be added for the difference of lesser value items. Extra shipping charges may apply to ship replacement items. To make a return or exchange, please contact us with your request and we will issue further instructions.
In the case that the provided address is incorrect and the package is returned to PocApp Studios we will offer either a refund (minus the shipping cost), or ship it to the correct address. Before we ship the order you will be asked to pay the shipping cost again.
Lost or Damaged Merchandise
Lost packages will be replaced provided the shipping address submitted at time of purchase was absolutely correct. Please contact us if your package has not shown up within the designated time frame and you believe it is lost. Lost packages are subject to verification. Castle Cats Store is not responsible for lost packages due to errors in shipping address provided by customer.
Complaints & Resolutions
If you have a complaint regarding your purchase that is not covered above, please don't hesitate to contact us! We will do our best to come up with a fitting resolution, if we are unable to agree you can make a complaint here using the European Comission Online Dispute Resolution if you fulfill the requirements.