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FAQ ♥ eShop


Frequently Asked Questions ♥ Worldwide eShop

Howdy mate! Thanks for visiting Fella Fella. We want to put the wow in your meow. We strive to have customer-friendly policies and stellar customer care. Here are answers to some common queries. If you don't find the answers you need here, just reach out to us via the "Contact Us" feature which can be found on every page of this site. We're prompt to reply and provide the information and assistance you seek.

What languages do you support? Feline Fella can assist customers in English, French, Italian, and Spanish. Parlons français, parliamo l’italiano, hablamos español.

Can I cancel or amend an order after I place it? Absolutely! We do try initiate order fulfilment quickly, so write us via the "Contact Us" feature as soon as possible (within 12 hours) so that we can cancel or change your order for you. If the order is already being processed, we cannot cancel or alter it.

I want to add something to my order. How do I do this? Simply place another order. Shipping is always free on every purchase.

How long does shipping take? For the USA, Canada, the UK, the European Union, Australia, and New Zealand, shipping is usually 2-4 weeks, but can be longer depending on the location of our supplier partners. Please see individual product listings for estimated delivery timeframes. For other countries, shipping is generally longer; again, please refer to individual product pages for the article(s) you purchased. We overestimate expected delivery times, so most items arrive sooner than stated; however, we never want to mislead or disappoint, hence our longer estimates for shipping times for all destinations. If you need your items by a certain date, please consider the shipping times before making the purchase; we advise you to avoid making the purchase if it's time-sensitive and you're unsure it can arrive by the date you need it.

Do you offer expedited shipping? In order to keep costs low for our customers, we do not offer expedited shipping. Also, our items come from different supplier partners, some of whom do not offer multiple shipping methods. Additionally, we our proud to be able to offer shipping at no cost to you on all purchases.

When will my order ship? Orders generally ship quickly once Fella Fella has initiated fulfilment (we do this soon after you place your order, allowing just a bit of time - but no more than 24 hours - in case you need to update or cancel your order). Most of our partners get your order on its way within 2 days of purchase, although some may take up to 7 days if their current workload is heavy. 

Will all of my items arrive in one package? Generally, they will not arrive in the same package or at the same time. We source products from numerous partners around the world, so it's likely your items will be shipped from different locations and arrive at different times. Please see individual product pages for estimated delivery timeframes.

How do I track my package? Once your order has shipped, you will receive an email with tracking information for each package. Just check this from time to time to see where your order is currently. Occasionally tracking updates are delayed depending on how often shipping services upload their information, and sometimes updates are slow to appear if your package is transiting a customs or border facility. Some shipping and local postal systems update more frequently than others. You'll receive an automated email when your order has been marked as delivered.

I wish to return my item(s). What do I do? We make this easy for you. Just use the "Contact Us" utility on our site, and we'll guide you through the process. Please refer to the "Hassle-Free Refund Policy" link found at the bottom of every page of our site for specifics. The customer pays return shipping. Note that you must contact us within 21 days of receiving your item(s) to let us know you wish to initiate a return; we do not offer returns or refunds if more than 21 days have passed since you received your purchase.

I received the wrong item. What do I do? Just contact us and we'll make it right!

I received a broken/defective item. What do I do? Simply contact us and we'll get this taken care of right away.

I never received my order. What do I do? If you haven't received your order and more than 8 full weeks have passed, we'll cheerfully issue a full refund. If tracking information indicates that your order was delivered to the correct address, we cannot issue a refund.

Do you collect taxes? We are required to collect taxes for the USA state of Illinois. State, county, and municipal taxes are calculated automatically at checkout. If your jurisdiction requires us to collect taxes for online purchases, taxes will be calculated automatically at checkout.

What about customs duties and taxes in my country? The customer is responsible for any customs duties and taxes imposed by the country where they are receiving their purchased items.

Is my payment secure? Absolutely! Feline Fella is powered by Shopify, which is Level 1 PCI DSS (Payment Card Industry Data Security Standard) compliant, and this is considered the benchmark for e-commerce platforms. We operate with a 256-bit SSL certificate and site-wide encryption.

 

(Thanks to Tomas Andreopoulos for the swell photo)