Frequently Asked Questions
Frequently Asked Questions
Can’t find what you’re looking for? Our support team is always happy to help — just email us at support@charscade.com and we’ll get back to you within 1 business day.
🛍️ Orders & Accounts
Do I need an account to place an order?
No, you can check out as a guest without creating an account. However, registering for a Charscade account comes with several benefits:
- Faster checkout on future orders
- Easy access to your order history and status
- Early access to new arrivals and exclusive promotions
Can I modify or cancel my order after placing it?
We begin processing orders quickly, so changes must be requested within 24 hours of placing your order. Please email support@charscade.com as soon as possible with your order number and the changes you need. Once an order has been dispatched, we are unable to make modifications or cancellations.
Can I change my shipping address after placing an order?
Shipping address changes can only be made within 24 hours of placing your order, before it has been dispatched. Please contact us immediately at support@charscade.com if you need to update your address. We recommend using a permanent residential address to avoid delivery complications.
I placed an order but didn’t receive a confirmation email. What should I do?
Please check your spam or junk folder first. If you still can’t find it, contact us at support@charscade.com with the name and email address used at checkout and we’ll resend your confirmation.
💳 Payments
What payment methods do you accept?
We accept all major credit and debit cards including Visa, Mastercard, American Express, and Discover. We also accept payments via secure digital wallets. All transactions are processed in USD (US Dollars).
Is my payment information secure?
Absolutely. Our website uses SSL (Secure Socket Layer) encryption to protect all data transmitted during checkout. Your payment details are processed through a secure, encrypted gateway and are never stored on our servers. We take your financial security very seriously.
My currency is not USD. Will I be charged in USD?
All transactions are processed in US Dollars. If your card is issued in a different currency, your bank will convert the amount at the exchange rate applicable on the date the transaction is processed. Any conversion fees are determined by your card issuer.
Why was my payment declined?
Payment declines can happen for several reasons, including incorrect card details, insufficient funds, or your bank flagging the transaction. Please double-check your information and try again. If the issue persists, contact your bank or reach out to us at support@charscade.com for assistance.
🚚 Shipping & Delivery
How long does shipping take?
Delivery times vary by region. After a processing period of 1–3 business days, estimated shipping times are:
- USA & Canada: 7–18 business days
- UK & Europe: 7–18 business days
- Australia & New Zealand: 10–20 business days
- Rest of World: 14–25 business days
These are estimates and may vary due to customs processing or high-demand periods.
How do I track my order?
Once your order has been shipped, you’ll receive a confirmation email with your tracking number. Please allow 2–5 business days for tracking information to update after dispatch. If your tracking isn’t updating after this period, please contact us at support@charscade.com.
My order hasn’t arrived within the estimated timeframe. What should I do?
If your order is significantly delayed beyond the estimated delivery window, please first check your tracking information for any updates. If there is no movement or the package appears to be lost, contact us at support@charscade.com with your order number and we’ll investigate and resolve the issue promptly.
Do you ship internationally?
Yes! We ship to most countries worldwide. Please note that international orders may be subject to customs duties and import taxes, which are the responsibility of the recipient. We recommend checking your local customs regulations before ordering.
My order arrived in multiple packages. Is that normal?
Yes, this can happen when items in your order are shipped from different warehouse locations. Each package will have its own tracking number, which will be included in your shipping confirmation email. If you’re unsure, feel free to contact us.
🔄 Returns & Refunds
What is your return policy?
We accept returns within 30 days of delivery for items that are unused, in their original condition, and in original packaging. Please email support@charscade.com with your order number and reason for return to initiate the process.
How long does it take to receive my refund?
Once we receive and inspect your returned item, refunds are processed within 5–7 business days to your original payment method. Depending on your bank, it may take a few additional days to appear on your statement.
My item arrived damaged. What should I do?
We’re sorry to hear that! Please email support@charscade.com within 14 days of receiving your order with the subject line DAMAGED ITEM, your order number, and clear photos of the damage. We’ll arrange a replacement or full refund at no cost to you.
There are items missing from my order. What should I do?
Please contact us at support@charscade.com with the subject line MISSING ITEM and your order number. We’ll investigate and resolve the issue as quickly as possible.
🐱 Products
Are your products safe for cats?
Yes. All products sold at Charscade are carefully selected and evaluated for safety. We only carry items made from non-toxic, pet-safe materials. If you have specific concerns about a product’s materials or suitability for your cat, please contact us before purchasing.
How do I choose the right size harness for my cat?
Each harness listing includes a detailed size guide with measurements. We recommend measuring your cat’s chest girth (the widest part of their chest, just behind the front legs) and comparing it to the size chart. If your cat is between sizes, we generally recommend sizing up for comfort. Still unsure? Email us at support@charscade.com and we’ll help you choose.
How do I care for and clean the products?
Care instructions vary by product and are listed on each product page. As a general guide, most soft goods such as cat beds and harnesses can be hand-washed or machine-washed on a gentle cycle with cold water. Avoid bleach and tumble drying on high heat. For hard goods such as cat trees and feeding bowls, wipe clean with a damp cloth.
Do you restock sold-out products?
We do restock popular items regularly. If a product you love is out of stock, you can sign up for restock notifications on the product page, or email us at support@charscade.com to express your interest and we’ll let you know as soon as it’s available again.
📞 Still Need Help?
If your question isn’t answered here, our friendly support team is ready to assist you.
📧 Email: support@charscade.com
⏰ Support Hours: Monday – Friday, 9:00 AM – 6:00 PM (EST)
We typically respond within 1 business day. Thank you for being part of the Charscade family — we’re always here for you and your cat.