FAQs

ORDERING

How can I get an offer in bulk amounts?

For bulk quantity price requests. please contact support@dotcatnow.com
To get started, please provide us with the below information:
- Name:
- Shipping address:
- Products link:
- Quantity of items:

What should I do if the payment is not accepted?

We accept the following methods of payment:
- Credit/Debit cards (VISA, MasterCard, AMEX)
- Paypal
- Apple Pay
We do not accept the following methods of payment:
- Personal checks
- Money orders
- Direct bank transfers
- Cash on delivery
Please try again in a little while. If the payment is still not accepted, please check your account balance first. If your account balance is as it should be, but you still can't make the payment, please contact support@dotcatnow.com and notify us about the problem.
- What type of card payment
- The announcement error from our website when checking out (screenshot of notification)

After my initial payment for my order I was charged an additional fee? What should I do?

Our customers feedback that some bank cards may not be authorized to process international transactions. To serve our clients from around the world, we use an American payment processor called Stripe, a payment platform that allows for all types of payment but results in charging additional fees.

We have seen that some banks have placed a hold on international payments. We do recommend that you get in touch with your bank to understand if this is the case.

How can I change the quantity of my order?

Via the website
1. Click on Your cart at the left corner.
2. Tap Change next to the quantity and you should be able to either increase or decrease the amount using the plus or minus buttons.
3. Once you're satisfied with the changes, click submit or save.

See guide image

What should I do if I want to order a personal design?

Please contact support@dotcatnow.com and notify us about your request
To get started, please provide us with the below information:
- Products link:
- Quantity of items:
- Your request:

MODIFYING

How can I cancel or modify my order?

In the event you wish to cancel or change your order, please contact us within 2 hours upon confirmation of the order via support@dotcatnow.com. Please keep in mind that any cancellations after 2 hours upon approval of the order will no longer be allowed.

Can I change or cancel my order before it’s dispatched?

According to our policy, your order is only eligible to be cancelled and modified within 2 hours of placing the order. After that time, the order is locked for processing so we have no right to make any modification for you.

How can I change the delivery address when they are in the shipping phase?

When your order is shipped out. We are NOT allowed to change the shipping address anymore. In this case, contact support@dotcatnow.com immediately to get the tracking number. You need to follow your package and contact the carrier by yourself to change your  delivery address.

ORDER STATUS

How can I track my order?

Tracking your order here: https://dotcatnow.com/apps/trackingmore

Can I find out at what time my order will be delivered?

Processing time for personalized items may take longer than 5-7 business days. Once the shipment is loaded on the plane, estimated delivery is 5-15 business days for the United States, and 18-24 business days for other countries.

Please note that there are some unforeseen circumstances such as customs delays that we are unable to control on our end as well as delays in holiday seasons.
Due to the Coronavirus COVID-19 outbreak, the shipment may take longer.

My tracking order stopped updating.

Tracking information may not be updated immediately in several cases, especially with registered airmail shipments. However, please rest assured your item is on its way.

Here are some reasons why tracking information has not been available yet:
There may be delays between the scanning events and the website's updates. Once we have shipped the item, the tracking status will take a few days to be updated by the shipping carrier. Therefore, please be patient for a few more days and try again later.
- The package may not be scanned until it reaches the regional hub near the destination.
- The package is in transit between the origin and the destination country. The tracking information should pick up again once your packages reach your local country.
- Some shipments are not trackable, for example, flat rate shipping. (Unless a tracking number was purchased during the checkout).
- Please note that most parcels will be received within 15-25 business days after the shipment date.
- The delivery time frame is valid regardless of the tracking information's availability online.
Please note that the delivery of international orders will be taken longer so please be patient. 

If your tracking status has not been updated for over 10 days, please contact us via support@dotcatnow.com and we will assist you.

My order has not arrived. What should I do?

Please contact support@dotcatnow.com and notify us about your problem.

My order has arrived at the wrong destination.

Please contact support@dotcatnow.com and notify us about your problem. We will check and resend your order if it’s lost.
For orders shipped to the wrong address due to a customer inputting the incorrect address, we are not responsible if your order gets delivered to the wrong address or returned to the sender (as all of the items would be donated right after they come back to our warehouse). Customers must cover the cost of ordering replacement items. So please be extremely careful when entering your shipping address.

You tried to deliver but I was out. How do I rearrange delivery?

You need to contact your local post office constantly to reschedule delivery. If not, your package may be disposed of by the local post office.

Will I be charged with customs and taxes?

Tax is not included in the price on our website, which means you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties, and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of the charges, please contact your local customs office.

DELIVERY

My order arrived damaged or the wrong order was delivered.

Please contact support@dotcatnow.com and notify us about your problem. Please provide your order number as well as the picture of odd items received. Our customer service team will review the return request and will send back further instructions. If your item is defective, you don't need to return the item and we will resend you a replacement for free

I’m not satisfied with your products. How can I get a refund?

Please contact support@dotcatnow.com and notify us about your problem. Please provide your order number as well as the picture of odd items received. We ’ll do our best to resolve this issue to your full satisfaction.
Return and refund policy: https://dotcatow.com/pages/return-refund

Can I return my order?

If you are not happy with your purchase and wish to return an item, please contact us within 10 days from your order arrival date via support@dotcatnow.com. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send back further instructions.
Please contact us before returning your package to check whether the return package is accepted or not.
Your request is delayed until we get this package. We do not take any responsibility for tracking the returning package.

OTHER

Copyright infringement

For us, the copyright infringement was accidental, contacting us directly if you have any questions about it. Please let us know as soon as possible so we will solve the problem together.
Or fill the report form at here: https://dotcatnow.com/pages/intellectual-property-claim

If you have any questions about us, please contact support@dotcatnow.com