Frequently Asked Questions
Orders
How do I place an order? Simply browse our pet food selection, add items to your cart, and check out. You'll receive an order confirmation email once your payment is processed.
Can I cancel my order? Yes — you can cancel your order within 24 hours of placing it, free of charge, as long as it hasn't shipped yet. Just email us at support@katiesn.com or call +1 732-422-0056 with your order number.
Can I change my order after placing it? If your order hasn't shipped yet, contact us as soon as possible at support@katiesn.com and we'll do our best to update it.
Shipping
How long does shipping take? Orders are processed within 1–2 business days, and transit typically takes 3–5 business days. Total estimated delivery time is 4–7 business days from the date you place your order.
Is shipping free? Yes — we offer free standard shipping on all orders within the United States.
Do you ship internationally? Currently, we only ship within the United States.
How do I track my order? Once your order ships, you'll receive a confirmation email with your tracking number and carrier details. Tracking updates may take 24–48 hours to appear.
Returns & Refunds
What is your return policy? We accept returns within 30 days of delivery, for any reason, as long as the item is unused and in its original packaging.
Do I have to pay for return shipping? No — return shipping is free. We'll provide a prepaid return label, so you don't pay anything to send the item back.
Is there a restocking fee? No, we don't charge any restocking fees.
Can I exchange an item instead of returning it? Yes, exchanges are available. Contact us at support@katiesn.com within 30 days of delivery to arrange one.
How long does a refund take? Once we receive and inspect your return, your refund is processed within 5 business days to your original payment method.
Payments
What payment methods do you accept? We accept major credit/debit cards and other secure payment options available at checkout.
Is my payment information secure? Yes — all payments are processed through secure, encrypted, PCI-DSS compliant payment gateways. We never store your full card details.
Do you charge sales tax? Applicable sales tax is calculated at checkout based on your shipping address, and shown before you confirm your order.
Products
What kind of products do you sell? We specialize in quality pet food for a variety of pets.
What if my pet food item arrives damaged? Contact us within 7 days of delivery at support@katiesn.com with photos of the item, and we'll arrange a free replacement or full refund.
Contact
How can I reach customer support?
- Email: support@katiesn.com
- Phone: +1 732-422-0056
- Business Hours: Monday – Friday, 9:00 AM – 5:00 PM
- Address: 416 Renaissance Rd, North Brunswick Township, NJ 08902, United States