FAQs
1. Orders
How do I cancel or change my order?
To cancel your order, we must hear from you at the latest within 24 hours on the day of ordering.
We usually pack and process your orders within 24 hours so we may not be able to make amendments to your order after the day of ordering.
Any orders that have already been packed or shipped cannot be canceled.
Once you have placed your order and wish to cancel, contact our customer support team as soon as possible at: cs@playfulmeow.com
How can I pay?
Payment methods:
We accept all major credit cards and PayPal.
Are there any exchange rates?
All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated with the latest US Dollar exchange rate of your card issuer.
How secure is my online order?
In order to offer you a safe and enjoyable shopping experience, your credit card details are protected by the highest level of commercially available 256-bit SSL Encryption Technology.
Your information is SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.
Duties/Customs fees
In most cases, any customs or import duties are charged once the parcel reaches its destination country.
You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel.
PlayfulMeow has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country.
It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
Will my order be tracked?
Yes! We only use trustworthy, reliable carrier with tracking numbers only! You will receive a tracking number in your shipping confirmation email.
If you haven’t received a shipping confirmation email in 2 working days from your order day, please drop an email to cs@playfulmeow.com and we'll investigate.
I’m getting an error when I’m trying to place my order, help!?
Errors during shopping the site:
Email us at cs@playfulmeow.com (with screenshots if possible!) and we'll see if we can track down the problem.
"Continue to payment" link doesn't work:
Please try again a bit later. This is a temporary error due to high traffic to our site.
You can return to your cart on this link:
https://www.playfulmeow.com/cart
Errors when trying to Place Order:
If you are unable to continue in checkout, you are receiving an error message, or nothing happens when you select "Place Order", there may be a problem with your credit card information, billing or shipping address.
Please double check that your billing address matches what your bank has on file with your card. If you recently moved, try entering in your old address. Also, check that the credit card number and expiration date on your card matches what is entered.
Make sure your billing name and billing address are precise and in proper format. In the billing address field, enter your name exactly as it appears on your card.
If you are using a browser's auto-fill to enter in information, try removing this feature and entering it in manually.
If there are no issues with your billing address, you can try refreshing the page or use a different web browser.
Other:
Sometimes your financial institution may place a temporary security hold on your card to ensure it is really you trying to make the purchase. Some scenarios like if you don't order online very often, if you've placed several online orders in a short amount of time, or if your card is very new, your card issuer might trigger their enhanced security. Since these error tend to come from your bank's servers and not from our site, we recommend calling your bank first for further information if you have received an authorization error. Or if you have another card that is frequently used for online shopping, try again with the alternative card.
Why is my credit card being declined?
One of the most common reason for a credit card being declined is information being entered incorrectly. Please confirm that all information submitted is an exact match for your credit card, including the billing address that your bank has on record for your card.
For your protection, we have limited information on the specifics of why your card is declined so the best place to start is by contacting your bank.
If you recently received a new card with a chip, be sure to double-check the CVV code (usually a 3 digit number) on the back.
If you receive an error message when attempting to place your order, be sure to make note of this. We suggest the following steps to resolve the situation:
- Check your credit card expiration date
- Make sure the information under the personal information matches the credit card – name, address, postal code, etc.
- Attempt your input again (if possible, do not use any autofill settings as this can trigger the error)
- Try a different credit card, if possible (make sure the information matches the personal section)
If the process above fails, please contact your card issuer for further assistance.
2. Delivery
How long does the delivery take?
Order delivery time depends on the demand and the destination country of the products.
Due to Covid 19, delivery time will be extended from 14 to 25 days.
Holiday delivery times:
Please allow for a longer shipping time during holiday seasons. You will always be notified prior to ordering on our website when we are experiencing longer than normal shipping times.
We strive to get orders to our customers as quickly as possible. If you have questions about your shipment status, please get in touch with our customer service team at cs@playfulmeow.com.
How do I track my order?
When we dispatch an order we send you an email with the order’s shipping confirmation including its tracking number. Click on the link you received in your email and it will direct you to the tracking website.
In case of any problems tracking your order, please send us a message at cs@playfulmeow.com. and we will be more than happy to help!
Where is my order?
When we dispatch an order we send you an email with the order’s shipping confirmation including its tracking number. Click on the link you received in your email and it will direct you to the tracking website.
In case you cannot find your shipping confirmation email, just send us a message at cs@playfulmeow.com and we'll find your order!
If the tracking page does not show any information or it gives you a "status not available" notification, don’t worry. Maybe it is because your order was just shipped and some shipping service requests 24-72 hours to update their tracking information. Check back later.
When will my order be shipped?
All orders are shipped out in 24 - 48 Hours. You will receive an email notification with the order’s shipping confirmation and its tracking number.
If you have more than 1 products in your order, you may receive more than 1 packages that send from our different warehouses.
My tracking shows "Delivered" but I haven't received it, what should I do?
Occasionally the carrier will pre-mark a package as delivered once it has been loaded onto a truck for delivery in certain zip codes. We ask that you wait at least 24 hours after the package was marked delivered to see if it arrives. Be sure to check with your neighbors, housemates, family members, cats, and garden gnomes to see if they happened to receive the package by mistake or on your behalf!
If the tracking on your order shows delivered and you have not received your package, please ensure the following steps are taken prior to contacting customer service:
1. Check the immediate area; including any mailbox, garage, porch, front desk, leasing office, neighbor, or anyone that may have signed for or picked up the package. Please also track your package online to see if there are any special instructions or updates listed
2. Check with your local post office or customs office, as they may be holding the order for payment of customs fees.
If you are still unable to locate your package, please contact us at cs@playfulmeow.com and we will be more than happy to help!
Please note: All lost packages (shows "delivered" but not received) must be reported within 60 days of your order date. If we are notified of a lost package after this timeframe, we will be unable to process your request.
3. Refunds & Returns
How do I return my order?
Get in contact at cs@playfulmeow.com and your return will be investigated. If the goods are faulty or damaged we offer either a new item (exchange) or a full refund.
Refunds will be returned to the same method of the order payment, or if chosen, by store credit that never expires.
To be eligible for a return, your item must be unused and in the same condition that you received it.
Note: Please go through our Refunds & Returns Policy for eligibility. We are not responsible for the acceptance, safekeeping and/or return of any item(s) that you ship to us by error.
I've received a faulty item, what should I do?
Received a damaged item? We’ve got you covered, please email us at cs@playfulmeow.com with a photo or a short video of the defects.
Any damage or defects must be reported to us within 2 days of your package delivery date.
Items are not eligible for a refund due to size or measurement issues, if the shipped item is the same variant/size as you ordered. In case the size/variant issue is due to us, we accept exchange or refund requests.
When will I receive my refund?
After we process your refund, we’ll send you a confirmation email and issue a refund to your original form of payment within two business days.
Please note that it typically takes 1-5 business days for the refund to process into your account, depending on how your bank processes the refund, and for the funds to appear in your bank account.
If you do not see the refund back into your account, we recommend you contact your issuing bank first, with the refund transaction ID received by email.
4. VIP Membership
How can I enrol into playfulmeow.com VIP Membership?
You can enrol to our VIP Membership in 2 ways:
- Subscribe it directly on our website
- By responding to our email invitation
What will I get from the VIP Membership?
You will get not just 1, but 7 pawsome perks all year round starting from the date of your subscription!
- Instant $20 Gift Card
- 20% OFF for any amount of purchase
- One-year warranty of your purchase
- Birthday surprises
- Weekly Freebies
- Pre-Sale of our latest deals and new arrivals
- Dedicated Customer Service Team
Does the VIP Membership expire?
Yes. The VIP Membership along with its described benefits and discounts is only valid for twelve (12) months following subscription.
How to get my US$20 Gift Card?
An email containing the US$20 Gift Card will be sent to you upon subscription confirmation.
Is the Gift Card refundable?
Gift card(s) are not refundable or redeemable for cash and can only be used toward purchasing Playfulmeow.com items on the site.
What is the expiry date of the Gift Card?
Your US$20 Gift Card will expire 1 year after issuance.
Can I give the Gift Card to others?
Yes. Your gift cards are freely transferable and can be broken and applied across multiple purchases on this Site. You may transfer Playfulmeow.com gift cards to family members or friends who may want to try the Playfulmeow.com Service.
Is there a minimum order amount to use the Gift Card?
None. You can use your gift card to purchase Playfulmeow.com products with no minimum order amount.
How to get my 20%OFF discount code?
Your 20% OFF discount code will be sent to you through email upon subscription confirmation.
Is there a minimum amount of purchase to avail the 20% OFF?
None. You can get 20% OFF for any amount of purchase all year round.
Can I use my USD$20 Gift Card and 20% OFF discount on a single purchase?
No, you can only use either one upon check out.
How to get my Birthday Surprises?
You need to respond to our email asking for your birthday information so we can send out our Birthday Surprises to you instantly on your birthday!
How to claim my 1-year warranty?
To benefit from our 1-year warranty for all products that you purchased within your membership duration, all you need to do is to send us the evidence (photo and/or video) of the broken items. We will replace the same one for free with no questions ask.
Is the weekly Free deal completely Free?
Yes, the product is completely free. All you have to pay is the shipping fee.
How will the weekly Free deals be delivered?
Our list of Free deals will be sent exclusively to you as our VIP through email on a weekly basis.
Can I cancel my VIP Membership?
Yes. You may cancel your Playfulmeow.com VIP Membership at any time by sending an email to one of our customer service representatives at cs@playfulmeow.com with no cancellation fee.
Will I be notified if my VIP Membership is about to expire?
Yes. An email reminder and invitation for renewal will be sent to you before your 1-year subscription expires.
Can I subscribe to multiple VIP Membership ?
One (1) VIP Membership is intended for 1 email address. You can subscribe to multiple VIP Membership Card for you by using different email address.
5. Gift Card
Is the Gift Card refundable?
Gift card(s) are not refundable or redeemable for cash and can only be used toward purchasing Playfulmeow.com items on the site.
What is the expiry date of the Gift Card?
Your US$20 Gift Card will expire 1 year after issuance
Can I give the Gift Card to others?
Yes. Your gift cards are freely transferable and can be broken and applied across multiple purchases on this Site. You may transfer Playfulmeow.com gift cards to family members or friends who may want to try the Playfulmeow.com Service.
Is there a minimum order amount to use the Gift Card?
None. You can use your gift card to purchase Playfulmeow.com products with no minimum order amount.