FAQs

FAQs

General

1. Where do I enter my discount code?

If you have a discount promotional code, you can only enter it on the checkout page.

2. Why is my discount code not being accepted?

Discount codes are only valid for full-priced items and cannot be used on sale items, non-Autumn Alvarez branded items, or in conjunction with other codes or promotional offers (unless otherwise stated). If you continue to have problems using your code, please contact our customer service team at Support@AutumnAlvarez.shop.

3. How do I unsubscribe from emails?

There will be an unsubscribe button at the footer of each email. Click the link and confirm the unsubscribe. We will miss you and your kitties, though!

Shipping

1. My shipping address is wrong, can I change it?

You can usually change your shipping address within 24 hours. Please be sure to contact us immediately with your order number and the correct address. The more information you provide, the faster we can change your information. While we cannot guarantee that we will notify you in time before your order is processed, we will do our best to accommodate your changes.

Please be sure to put "Urgent: Change Order Details" in the subject line. Any other title may delay the delivery of your order.

Please note that your order may have already been shipped. In this case, we will not be able to ship it again, so we recommend that you contact the post office.

2. Will I get a tracking number after placing my order?

Yes! All orders will include a tracking number. It will be automatically sent to your mailbox. You can track your order directly on our website here.

If you received a shipping confirmation email with a tracking number, your order has been shipped. It may take 5-9 business days for the tracking number to be updated, depending on the shipping company. This is usually due to our high order volume.

3.- How do I track my order?

As soon as your package is shipped, you will receive an email notification confirming the shipment. The email will provide the tracking number of your package and a link to the shipping company's website.

If there is a problem with your tracking number or the delivery of your package, please contact the courier directly. It may take 1-4 days for the tracking information to appear. In rare cases, the tracking information may not be updated, but you will still receive your order. Please contact us at Support@AutumnAlvarez.shop after the estimated delivery time.

4. My tracking information shows that my package has been delivered, but I haven't received it yet. What should I do?

We are sorry that you have not received your package yet. If the tracking information shows that your package has been delivered, it means that the package has been delivered to the delivery address you provided during checkout. Please review the options below, which may help you find your package.

A. Double-check your delivery address.

We recommend that you double-check the delivery address you entered to make sure it is correct. Please ensure that the house number and unit number (if any) are correct.

You can check the delivery address you provided to us during checkout by checking the order information email sent to you after purchase.

Please note that Autumn Alvarez is not responsible for the misdelivery of packages if you provide us with an incorrect delivery address. It is the customer's responsibility to ensure that all information provided during checkout is accurate. If you believe that your package has been delivered to the wrong address, please try to contact the resident of that address to see if they can receive the package on your behalf.

Otherwise, keep an eye on the tracking information provided to see if the package updates to "Return to Sender". If this is the case, please contact us with your order number and we will be happy to send another package to your specified address.

B. Check with your family members and neighbors.

Once the package is delivered, most couriers will deliver it directly to the address provided on the shipping label, and not necessarily to the recipient listed on the label. Therefore, please check with your family members as it is possible that someone else has received the package on your behalf.

We also recommend that you check with your neighbors to see if someone has accepted the package for you.

C. Check your mailbox and any safe delivery areas around your home.

In most cases, the carrier will indicate the delivery location of the package in your tracking link (such as mailbox, front door, etc.). However, we still recommend that you check all possible delivery locations to rule out other possibilities.

What does safe delivery mean? A safe delivery is any location around your residence where the delivery person can better hide your package from passers-by. Check around your porch, near your garage, and at your backyard entrance to see if the package is there.

D. For Businesses - Check with security, the mailroom, and the front desk.

If your delivery address is a business, there is a good chance that the package was delivered to another location or to someone else. Check with your mailroom, front desk, and security to see if someone signed for your package.

E. For Apartment Buildings - Check with security or the front desk/concierge.

Many times, packages for apartment buildings are delivered to the concierge or security. Check with your building's front desk or management to see if they received your package.

F. Contact your local post office.

Even though the tracking information says "delivered," your package may be held at one of your local post offices. We recommend contacting your local post office to see if they are holding your package. Be sure to contact the specific number for the post office, not the carrier's customer service line.

G. Allow 24-48 hours for your package to arrive.

In rare cases, a carrier may mark a package as being delivered earlier than it actually was. Please allow 24-48 hours for your package to arrive or for the carrier to send you another update.

If you have done all of the above and still have not received your package, please contact us with your order number and we will be happy to assist you further.

Please note: We are not responsible for tracking information showing that the package was delivered to your order address.

If you have experienced lost or stolen packages where you live in the past, we recommend that you have your package delivered to your work address to ensure that you receive it safely.

5. I think my package was lost or stolen. What do I do now?

Autumn Alvarez is not responsible for lost or stolen packages. The carrier will usually confirm that your order can be held in a safe place at your delivery address.

6. I have a military address, can I place an order with you?

Yes! We ship to military addresses. All mail is shipped via USPS to military bases, which then deliver the package to your final destination. For military orders, delivery can take up to 15-20 business days.

7. How long does shipping take?

How quickly your order is received may vary depending on factors such as the shipping method and the shipping address. Each shipping method has its own processing times/offers, which you can find on our Shipping page.

8. Can I have my product shipped to an address different from my billing address?

Of course you can! You can fill in your address in the "Billing Address" and the address you want it shipped to in the "Shipping Address".

Orders

1. How do I place an order online?

Go to that product page and follow these steps:

Step 1: Click the "Add to Cart" button on the item you wish to purchase and the item will be added to your shopping bag. The shopping bag will pop up, showing the total amount due and a Checkout button. If the shopping cart is not open, you can click on the shopping bag in the top right corner of the page and it will appear.

Step 2: Now you can "Continue Shopping" or click the "Checkout" button to proceed to checkout.

Step 3: Click "Checkout" or "Express Checkout with PayPal". By clicking one of these buttons, you will be redirected to the checkout page. You will be asked to fill in all the information requested in the form, including the shipping address, billing address, and payment method.

Step 4: After placing your order, you will see a confirmation page with your order number. In addition, we will send you an order confirmation email within a few seconds. If you do not receive the email, please check your spam folder and verify the email address you entered on the order confirmation page so that we can contact you.

Step 5: The goods will be dispatched from our warehouse within 1-4 business days (except for pre-order and out-of-stock items). You will receive a confirmation email and a valid tracking number, which will be displayed within 48 hours. If your order is delayed, you can contact our customer service team at Support@AutumnAlvarez.shop .

2. Can I purchase multiple products in one order?

Of course you can! Just add all the items you want to your shopping bag and click the "Checkout" button in the shopping cart. Click on the shopping bag icon in the top right corner to navigate to your shopping cart and scroll down to "Checkout". This way you can save money on extra items and save time.

3. Can I cancel my order?

Autumn Alvarez's order process is automated to ensure that items are shipped quickly and accurately. We are sorry that once an order has been placed, it cannot be cancelled. We receive a large number of orders and cannot process them one by one as this will cause delays to other orders. Please check your items carefully before placing an order.

4. My order was partially fulfilled. What does this mean?

Don't worry! This is completely normal. It just means that different items in your order may be shipped from different warehouses or delayed due to pre-orders, promotional items or out-of-stock items.

5. I received an email saying that I need to verify the details of my order. What does this mean?

We have a very secure and smart payment system. If our system detects potential fraud risk in your order, we will hold your order and contact you to verify your order details to protect the safety of our company and credit card holders. For example, if you place an order using a credit card issued in a different country than the one from which you placed your order, our system will detect the country discrepancy and flag your order as potentially fraudulent.

To verify these details, please reply to the email sent to you by a KittySpout support representative.

6. Will I receive my items in one package?

For logistical reasons, even if you specify combined shipping, items from the same order are sometimes shipped separately to ensure packaging quality. Please be aware of this when receiving your shipment.

Payment

1. I recently purchased an item online that is now on sale. Can I take advantage of the discounted price?

Website prices are subject to change without notice. Orders placed before a promotion are not eligible for new promotions or discounts. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of an offer, and to modify or cancel any promotion due to unforeseen issues.

2. What payment methods do you accept?

We accept all major credit cards including Visa, Mastercard, Visa Debit, American Express, Discover, Diners, and Paypal. We have stopped accepting Amazon Payments at this time, but we believe we will be able to resume this service in the future.

We do not accept checks or money orders, but if you are concerned about entering your credit card information online, you can purchase through Paypal. Simply click the "Paypal" button in your shopping cart.

3. When will my credit card be charged?

Your credit card will be charged once your order has been processed and shipped.

Please note that after receiving a credit card authorization, funds may be held for up to 30 days depending on your bank's regulations. Please check your bank's policies. If you pay with a debit card, please check with your bank if there is a limit on the amount you can withdraw from your card per day. KittySpout reserves the right to request additional proof of your identity. We will contact you by email if necessary.

4. What steps does KittySpout take to prevent credit card fraud?

We have multiple security processes in place. First, we never store your credit card information at KittySpout. This information remains the private property of the cardholder before, during, and after the purchase of a product. In addition, all transactions are processed through secure payment methods that are used by millions of people every day and are heavily encrypted by third-party payment processors.

In addition to processing all credit card sales through a completely secure and reputable third-party payment processor, your checkout experience is protected by industry-standard 128-bit SSL encryption to safeguard your private data.

Our trusted online payment partners continuously monitor transactions for suspicious activity and flag potentially fraudulent transactions for manual verification by our team. If our team cannot definitively rule out the possibility of fraud, the transaction is paused and the customer is asked to provide identification documents. Identification documents help us ensure that the purchase was actually made by the cardholder.

5. What if my credit card is declined?

If there is a problem with the processing of your credit card, you will immediately receive an error message. If this happens, you can enter a new card number. Please ensure that all of your personal information matches the information associated with your credit card (name, address, etc.) exactly. Due to the security of our payment process, if some information does not match, the transaction will not be able to proceed. If you are unsure, call your credit card company to verify the information they have on file.

6. I was charged multiple times, what should I do?

Please confirm that you received a confirmation email to the email address you entered. If you see multiple pending charges on your bank statement, please be aware that these charges will be debited from your account within a few business days, depending on your banking institution. If you have any questions about pending charges, please contact your bank. Please make sure that the billing address you provide exactly matches the billing address associated with your credit card and that you only click the Submit button once to avoid duplicate charges.

7. I haven't received my refund yet, why?

If you haven't received your refund yet, please check your bank account first and then contact your credit card company. It may take some time for your refund to be credited. Next, please contact your bank. It usually takes some processing time for your refund to be credited. If you have completed all of the steps and still have not received your refund, please Contact Us.

8. What currency will I use when placing my order?

All prices listed on the website are in the currency you select. However, final checkout will be settled in US dollars. For international orders, your credit/debit card issuing bank will determine the specific exchange rate you will pay. When a seller issues a refund, the amount deducted from the original funding source will be refunded in full. Please note that we are not responsible for any differences caused by exchange rates.

How can we help?

If you still have questions, our Help Center may be able to help you. If you would like toteam!