FAQs

Our payment options include:
- Credit, debit and prepaid cards
-Paypal
- Apple Pay is currently available, but it's only visible when using Safari on iPhone, iPad or Mac.
You can click on the following link for more information: https://climcat.com/pages/payment-methods

We fully understand that the privacy and security of your online transactions is your biggest concern. At Climcat we assure you that your personal information is kept secure and your credit card information is not stored on our servers.
We review every transaction with the financial institution and only process orders after the financial institution has authorized them. In the event of a suspicious or declined transaction, our company may contact you to confirm the validity and verify your identity or cancel the order with full notice.
For credit/debit cards, CVV verification is required before your order can be completed. Additionally, most credit cards and Paypal offer buyers protection for online purchases. Please check with individual financial institutions directly for details as they may vary from one financial institution to another.

Credit and debit cards have a security code for additional protection. Most cards have a 3-4 digit number on the back of the card. For American Express cards, you can find it on the front of the card.

Yes, your payment will be processed immediately. It may initially appear on your account as an authorization and then, once accepted, will appear as a charge on your statement.

You should pay once for an order with us. If you are charged a second time, please contact us with your order number and a screenshot of the transactions. Our finance team will review this and complete the investigation soon.
If you pay via Paypal, the second amount could be a pre-authorized charge from PayPal, which will then be deducted from your account. We strongly recommend that you contact PayPal to deactivate or remove pre-authorization in your account.
It can also be a pending transaction if you pay with a credit card. It appears on your bank statement together with the actual payment and disappears within a few working days.
If you don't notice any changes on your account within 5 to 7 business days, please contact us and we will help you resolve the issue.

Please try to verify your payment information to ensure that your card number, expiration date and billing address are completely correct. You should try re-entering the information if you have recently changed it.
Also, we currently have 04 payment gateways: USA, Canada, UK and Singapore. The transaction may not go through if the payment is routed to our international gateway even though your card is not internationally accepted.
We recommend that you contact your bank or credit card company and ask the reason for the failed transaction. Your request should be responded to by your bank within 24 hours.

If you change your mind about your purchase, please email us at support@climcat.com or our Help Widget and include your order number and the desired change. We will confirm when the change has been made.
Please note that your order can only be changed within 02 hours of placing the order. After this time, the order is blocked for processing and can no longer be changed.

You cannot add additional items to an existing order after checkout. Please create a new order if you are interested.

If you would like to change your shipping address, please email us at support@climcat.com or our help widget and include your order number and the new address you would like to update. We will confirm when the change has been made.
Please note that your delivery address can only be changed within 02 hours of placing the order. After this time, the order is blocked for processing and can no longer be changed.

For security reasons, we cannot change the billing address. Please don't worry, as long as the shipping address is correct, the order will be delivered accordingly. Additionally, we will not take the invoice information into account when packing the order.

If you change your mind about your purchase, please email us at support@climcat.com or our Help widget and include your order number. We will confirm the cancellation to you as soon as it has occurred.
Please note that your order can only be canceled within 02 hours of placing the order. After this time, the order is blocked for processing and can no longer be canceled.

You will receive a refund confirmation once we have completed the cancellation process. After that, please wait about 7-10 days to get your money back into your account (depending on the different banks).

You can find your order number at the top of your confirmation email. Please check your inbox, including your spam folder, for your confirmation email.
If you cannot find your confirmation email, enter your full name and email address in the link here and click "Find my order number."
We will help you find out your order number immediately.

You should receive an order confirmation email shortly after completing your purchase.
If this is not in your inbox, please check the spam folder for the correct email address associated with your order. Sometimes our email is mislabeled and ends up in your spam folder. You can open our email, mark it as important and mark it as "Not Spam" to avoid the same problem occurring again. Please also add the email support@climcat.com to your contact list in your account so that our emails can then be forwarded.
If you cannot find your order confirmation email in your junk mailbox, please let us know via our email or help widget and we will be happy to help you.

When your order is fulfilled, we will send you an email with the tracking number so you can track the package to your home. Most orders are produced and shipped within 7-15 business days. For more details, please visit our article: https://climcat.com/pages/shipping-delivery
If you do not find emails with the tracking number in your inbox or spam folder after 7-15 business days since your purchase, please contact us by email at support@climcat.com or send us a message via our help center Widget for further help.
You can also proactively track the status of your order by logging into your account on our website (or signing in if you don't already have an account) and navigating to My Account > My Order.

The amount of shipping costs depends on your location. They will appear at checkout.
Which shipping companies do you use?
Most orders are processed and delivered by Deutsche Post and DHL. Depending on your location and products, we use different courier services to ensure your order reaches you in the shortest possible time.

All of our products are made in Germany and shipped from Germany.

Yes. We currently offer expedited shipping on mugs and ornaments.

Yes, free standard shipping is automatically applied when:
- The subtotal of the items is over €70 after applying your discount code.
- The delivery address is within Germany.

Orders typically arrive after 5-7 business days. Different product types result in different shipping and production times. To find out the estimated delivery time for your order, please visit our shipping policies at the following link: https://climcat.com/pages/shipping-delivery

Please don't worry if your tracking number has not been updated yet. Tracking is usually updated once the package reaches the nearest facility and shipping companies usually take 1-5 business days to scan your package. If the tracking number is still not working after 3 business days, please contact us via support@climcat.com or our help widget, we will help you immediately.

We are sincerely sorry to hear that you did not receive your package as stated. Please try the following steps to find the package:
- Check that the delivery address on your order confirmation is correct.
- Check your mailbox again and ask if your family members or neighbors have received the shipment on your behalf.
- If you can't find your package, please contact the local post office and ask the postman about your package.
If after following the steps above you still do not know what happened to your order, please contact us at support@climcat.com or send us a message at https://climcat.com/. We would be happy to advise you further on this matter.

Possible reasons for your package being returned to sender may include, but are not limited to:
- Your delivery address is incorrect/insufficient.
- The recipient refuses to accept the shipment.
- The recipient moved without providing a forwarding address.
- Unsuccessful delivery after several attempts.
A "Return to Sender" package cannot be redelivered and will be discarded once it reaches the carrier's warehouse.
If, after careful checking, your delivery address is correct, please do not hesitate to contact us via our email support@climcat.com or send us a message at https://climcat.com/. We will do the rest for you!

We stand behind our quality and offer a 100% quality guarantee on all items purchased from our store. If there is a problem with the item you received. Please send us a photo of the defective item to support@climcat.com or to our help widget within 30 days of the delivery date. We'll fix it!

The same time frame applies to the replacement as for the normal order. You can view the shipping conditions here: https://climcat.com/pages/shipping-delivery

For hygiene reasons and due to the fact that our products are custom-made, we do NOT accept returns/exchanges. Please contact us at support@climcat.com or via our help widget if the item you received has a problem.

Please remember that our warranty policy is valid for exchange/refund requests for 30 days only. If it has already been 30 days since you received your order, unfortunately we cannot offer you a replacement or refund.

You will receive a refund confirmation once we have completed the refund process. Afterwards, please wait around 7-10 days until the money is back in your account (depending on the different banks).

We are responsible for your complete satisfaction. Please contact us via our email support@climcat.com or send us your message to https://contact.climcat.com/. We are always there for you to solve your concerns and problems.

Unfortunately we do not currently offer telephone service. Please don't worry, just write us a message to our email support@climcat.com or enter your email address and questions here: https://climcat.com/. We will contact you within 24 hours.

We always want to offer you the most pleasant shopping experience possible and welcome your feedback and comments about our website. If you have pricing errors, website issues, or other issues with our website, please email us at support@climcat.com.
Please provide us with as much information as possible and give us a few hours to complete our investigation and resolve the error for you.
Many thanks for your help!

As a user-generated content platform, we take the issue of content infringement very seriously. We greatly appreciate you taking the time to report a suspected violation. To make a formal complaint, please follow the instructions on this page: https://climcat.com/pages/intellectual-property-claim