Help Center

Order confirmation emails are sent automatically after a successful checkout. Check your spam, junk and promotions folders first.

Confirm that you are checking the same email address used during checkout. If you still cannot find the message, contact us with your full name, checkout email and approximate order time.

Contact us as soon as possible if you need to change a product, update an address or request a cancellation.

We will review the order status and do our best to help. Changes and cancellations cannot be guaranteed after processing has begun or the package has already shipped.

Contact us immediately with your order number, the address entered during checkout and the complete correct address.

We may be able to update the address before fulfillment begins. Once an order has shipped, we cannot guarantee that the carrier will be able to redirect it.

Enter the discount code in the designated field during checkout before completing payment.

The checkout page will confirm whether the code applies. Some discounts may have minimum purchase requirements, product restrictions or may not be combined with another offer.

A payment may be declined because of incorrect billing details, card restrictions, insufficient funds, security verification or a temporary issue with the payment provider.

Confirm your billing information and try again. You may also contact your bank or use another available payment method. Never send your complete card number through email or the contact form.

Available shipping services and charges are calculated using your delivery address and are shown during checkout before payment.

Current processing and delivery information is available on our Shipping and Delivery page .

Orders are typically prepared within 1 to 3 business days. Carrier transit time begins after dispatch and varies by destination.

Delivery dates are estimates and may be affected by customs, weather, carrier conditions, remote locations or seasonal demand. Review our Shipping and Delivery page for current estimates.

Once tracking becomes available, a shipping confirmation email will be sent to the email address used during checkout.

Open the secure tracking or order status link in that email. You can also review our Track Your Order page for detailed instructions.

Tracking may require 24 to 48 hours after dispatch to become active. Carriers do not always scan packages at every stage of transportation.

Contact us if the tracking remains unchanged beyond the estimated delivery period.

Some orders may be divided into separate packages depending on item size, stock availability or fulfillment location.

Separate packages may have different tracking numbers and may arrive on different dates.

Check your mailbox, entrance area, building reception, household members and nearby neighbors. Some carriers mark a package as delivered shortly before the final handoff.

If the package remains missing, contact the carrier using the tracking number. You may then contact HeyMyCat with your order number and the information provided by the carrier.

International shipments may be subject to import duties, taxes, handling charges or customs fees imposed by the destination country.

Unless otherwise shown during checkout, these charges are the responsibility of the recipient. HeyMyCat cannot control local customs decisions or clearance times.

Eligible return requests must generally be submitted within 30 days after receiving the item.

Returned products must be unused, unwashed and in their original condition with original tags and packaging when applicable. Items must be free from pet hair, odors, dirt and signs of wear.

Review the complete Returns and Refunds page before submitting a request.

Contact customer care before sending anything back. Include your order number, the item you wish to return and the reason for the request.

Wait for approval and the correct return instructions. Do not send the item to the address printed on the original shipping package unless our team specifically instructs you to do so.

For a standard return based on preference, fit or a change of mind, the customer is responsible for return shipping costs.

If an item arrived damaged, defective or different from the item ordered, contact us before arranging a return.

Contact us as soon as possible and include:

• Your order number
• A clear description of the issue
• Photos of the product and affected area
• Photos of the packaging and shipping label when relevant

We will review the information and provide an appropriate solution based on the circumstances.

Returned items must first be received and inspected. If the return is approved, the refund will be issued to the original payment method.

Your bank, card issuer or payment provider may require additional business days to display the refund after it has been processed.

Direct exchange availability depends on the product, stock and delivery destination.

In some cases, the simplest option may be to return the eligible item and place a new order for the preferred size or color.

Sizing can vary between products, so do not rely only on your pet's usual size or body weight.

Measure your pet carefully and compare the measurements with the size chart on the individual product page. Product-specific measurements always take priority over general guidance.

Visit our Size Guide for measuring instructions.

Compare your pet's body length, standing height, body width and weight with the carrier's usable internal dimensions and weight guidance.

Weight alone does not determine fit because pets with the same weight may have different body shapes. Your pet should have enough room to sit, lie down and reposition comfortably.

Chest girth is usually the most important measurement for a harness. Measure around the widest part of your pet's ribcage and compare it with the product-specific adjustment range.

Also check the neck measurement when required. Test the adjusted harness indoors before attaching a leash outdoors.

Cleaning requirements vary by material and construction. Always follow the instructions on the individual product page and sewn-in care label when available.

Unless otherwise stated, use mild cleaning products, avoid bleach and harsh chemicals, and allow every part to dry completely before use or storage.

Review our Materials and Product Care guide for general recommendations.

Materials, dimensions, weight guidance, features and care requirements are listed on individual product pages whenever available.

Product details may vary between designs, colors, sizes or product versions. Review the specific product information before ordering.

No pet product is completely resistant to chewing, scratching or normal wear.

Supervise your pet when introducing a new product and inspect it regularly. Stop using the item if you notice torn fabric, damaged mesh, loose filling, broken hardware or other damage that may affect safe use.

We can help review the measurements and product information available, but every pet has a different body shape and individual comfort preference.

Final fit should always be checked by the pet parent before the product is used outdoors, during travel or throughout recovery.

Submit the form on our Contact Us page or email support@heymycat.com .

Our customer care team typically replies within one business day from Monday to Friday. Messages received on weekends or public holidays will be reviewed on the next business day.

Complete information helps us understand your request and respond more efficiently.

• Order number for order-related questions
• Email address used during checkout
• Product name or product page link
• Your pet's measurements for sizing questions
• Tracking number for delivery questions
• Clear photos for damaged or incorrect items
• A brief description of the help you need

Open the secure order status or tracking link in your shipping confirmation email.

Customers with an account may also sign in to review available order information. For further instructions, visit Track Your Order .