Shipping and returns
At Ecocat, we aim to provide a smooth and reliable shipping experience for all our customers. Please review the policy below for full details regarding shipping, delivery, returns, and refunds.
1.1 - Shipping Fees
Shipping fees are included in the recurring subscription price for active subscribers. This means you will not be charged additional standard shipping fees on your regular subscription orders.
Standard shipping is the default shipping method for all orders. If you wish to select expedited shipping for faster delivery, additional charges will apply. Expedited shipping rates will be calculated at checkout.
Please note that expedited shipping options may only be available in certain locations or during specific times of the year.
Important: Expedited shipping must be selected before your order has been processed and shipped. Once an order has been prepared or dispatched, shipping methods cannot be changed.
1.2 - Order Processing Time
Orders placed Monday through Friday during normal business hours are typically processed within 4 to 5 business days.
Processing time refers to the period between when your order is placed and when it is handed over to the shipping carrier. It does not include weekends or statutory holidays.
Ecocat cannot guarantee same-day processing. Orders placed outside business hours, after 5:00 PM, or on weekends or holidays will be processed on the next business day.
If you need your order urgently, please contact our customer service team before placing your order. We will do our best to help.
Once your order has been processed and shipped, you will receive a shipping confirmation email with tracking information, when applicable. Please make sure your email address is entered correctly at checkout.
1.3 - Shipment Insurance
All shipments are insured at Ecocatâs expense.
If your order is lost, damaged, or significantly delayed in transit, we will work with the carrier to investigate the issue and determine the appropriate resolution, which may include a replacement or reimbursement, where applicable.
Please inspect your package upon delivery and contact us as soon as possible if there is an issue.
Important: Claims for damaged items must be reported within 7 days of delivery to ensure proper handling.
1.4 - Returns, Refunds, and Satisfaction Guarantee
First Bag Satisfaction Guarantee
At Ecocat, we want your first experience to feel simple and low-risk.
If Ecocat is not the right fit for your cat, you may contact our customer service team within 30 days of delivery of your first order to request a refund under our First Bag Satisfaction Guarantee.
This guarantee applies once per customer or household and is limited to the value of one Ecocat litter bag.
For any bundle, set, subscription, or promotional offer that includes more than one bag, including 3-bag bundles, the maximum refund remains limited to the value of one bag only, even if additional bags are unopened or unused.
Any remaining unopened bags are not eligible for return or refund under this guarantee and do not need to be sent back, unless otherwise requested by Ecocat in a specific case.
Shipping fees, expedited shipping fees, and other service-related charges are non-refundable.
Opened or Used Products
Due to the nature of the product and for health and hygiene reasons, all opened or used items are final sale and non-returnable, except where the order qualifies under the First Bag Satisfaction Guarantee, where the item was received damaged or defective, or where the incorrect item was shipped due to an error on our part.
Once litter has been opened, we cannot guarantee its quality, cleanliness, or resale condition. This policy helps maintain product integrity and customer safety.
Unopened Products
Unopened litter products are not eligible for return, except where the item is defective, damaged, or sent in error by Ecocat.
Unopened, unused non-litter products may be returned within 30 days of purchase for a refund, provided they are in resellable condition and returned in their original packaging.
To initiate an eligible return, please contact us at meow@ecocatlitter.ca for instructions.
Unless the return is due to a defect or a fulfillment error on our part, customers are responsible for return shipping costs.
Subscription Bundles and Promotional Offers
Subscription bundles, multi-bag offers, and promotional items may be subject to specific return or refund limitations.
Unless otherwise stated at the time of purchase, litter included in these offers remains subject to the First Bag Satisfaction Guarantee only, with any refund limited to the value of one bag.
Free gifts, promotional items, and personalized or custom products are non-refundable and non-returnable.
1.5 - Shipping Carriers and Tracking
Ecocat uses trusted shipping partners to deliver orders. Depending on the destination and shipping method selected, we may ship using carriers such as Canpar, Intelcom, Canada Post, UPS, FedEx, or other equivalent providers.
Tracking information will be provided once your order has shipped, when available. You may use this tracking number to monitor your shipment.
1.6 - Shipping Destinations and Delivery Delays
We aim to deliver all orders within a reasonable timeframe. However, delivery times may vary depending on destination, weather conditions, carrier delays, customs procedures, or high-volume periods such as holidays.
Ecocat is not responsible for delays caused by events outside our reasonable control, but we will do our best to assist you if a shipment issue arises.
1.7 - Lost or Missing Packages
If your package appears to be lost in transit, missing, or incorrectly marked as delivered, please contact us as soon as possible.
We will initiate a claim with the carrier and work with you to resolve the issue.
Once the carrier confirms that the shipment is lost, Ecocat may, at its discretion and depending on product availability, either send a replacement or issue a refund.
1.8 - Contact Us
For questions about shipping, returns, refunds, or satisfaction claims, please contact us at:
1.9 - Applicable Rights
Nothing in this policy limits any rights you may have under applicable consumer protection laws.