FAQ
Our goal is for you to be happy with your purchase! If you have any questions, please inquire @Storeemail. Please note, we are a full service veterinarian, so our focus is on the daily needs of our patients. As such, it can take up to 72 hours for someone to respond to your inquiry.
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HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Orders are printed and shipped within 5-10 business days after the order has been placed. U.S. orders should arrive 3-5 business days after items have been shipped, depending on the shipping speed you choose. International shipping may take anywhere from 1-12 weeks. You will receive a shipping notification after your order has shipped (check your spam folder if you do not receive one).
Please make sure your shipping information is correct during check out. We will not refund or replace items, if they are sent to the wrong address.
We are not responsible for loss, damage, or delay.
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DO YOUR SHIRTS FIT TRUE TO SIZE?
All of our t-shirts are unisex sizing, which means they run slightly larger than typical women's shirts and slightly smaller than typical men's shirts. We recommend ordering your normal size for a regular fit or sizing down for a more fitted look.
There is a sizing guide on each listing to help you find the perfect size.
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ARE YOUR SHIRTS SCREEN PRINTED OR VINYL?
Our designs are printed directly onto the shirts in a process known as DTG (direct-to-garment) printing.
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CAN AN ORDER BE CHANGED?
An address cannot be edited after it has already shipped. If you contact the shipping service, they may be able to help you alter the address depending on the stage of the shipping process. If an address is incorrect and a package cannot be delivered, it will be returned to us. Upon receiving the returned package, we will issue you a store credit. If you would like the items shipped to the correct address, place a new order.
If you need to edit your order after you have already placed it, we will do everything we can to edit it for you, but if your order has already gone into the fulfillment process, we cannot edit it.
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CAN YOU APPLY A DISCOUNT CODE TO A PAST ORDER?
We are not able to do price adjustments at this time. All discounts must be applied at the time of checkout and cannot be retroactively applied. This includes sales and automatic discounts.
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CAN AN ORDER BE CANCELLED?
If an order has not yet entered fulfillment, we are able to cancel your order. However, as all our products are printed at the time of order, we are not able to cancel an order once production has begun.
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DO YOU ACCEPT RETURNS OR EXCHANGES?
Since the majority of our products are made to order, in most cases we do not accept returns. However, if you are unhappy with our order please contact us at (store email)
If you receive a damaged, defective, or incorrect product, please contact us at (store email), provide your order number, a photo of the item as well as the description of the issue with the item.
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WHERE ARE YOU BASED?
Woodbridge, CT. Our products are printed-to-order from Printful, which has fulfillment locations across the U.S.
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WHAT ARE YOUR RECOMMENDED CARE INSTRUCTIONS?
For t-shirts and printed items: Machine wash cold, with the item turned inside out. Dry on low or hang to try to prevent any cracking of the image.
For stickers: Be sure to clean the application surface before placing your sticker and start pressing the sticker in place and swiping outward to avoid bubbles.
For hats: Embroidered hats can be wiped clean with a damp cloth in the spots where it's needed. If necessary, hats can be hand-washed cold. Do not machine wash.
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WHERE AND HOW ARE YOUR PRODUCTS MANUFACTURED? IS YOUR BRAND ECO-FRIENDLY/SUSTAINABLE?
Our shirts are Bella + Canvas brand and they are manufactured in the United States. You can read more about where the shirts are manufactured and the process here.
The sewing process is the only process that may take place outside of the United States. However, Bella + Canvas only works with factories that have the same high ethical and environmental standards as their Platinum WRAP Certified U.S. factory and they work to ensure everything is sweatshop-free and above board – meaning fair wages and pleasant working conditions.
Our shirts are printed by Printful with the direct-to-garment (DTG) printing method. The printing tech we use is made with sustainability in mind, and our DTG printers use almost zero wastewater and less energy.
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WHAT IF THERE IS AN ISSUE WITH THE ITEM I RECEIVED?
If your item is damaged or the incorrect item was sent, please contact us immediately and we will resolve your problem as soon as possible.
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WHAT IF MY ORDER WAS LOST/DELIVERED TO THE WRONG ADDRESS/ETC?
Unfortunately, we do not have any control over packages once they leave our fulfillment center. If you have any questions about your order after it has shipped, please contact the shipping carrier.
Shipping
Check out our shipping policies and expected timing below and contact us if you have any questions.
PROCESSING & SHIPPING TIMES
All orders typically ship within 5-10 days. U.S. orders should arrive 3-5 business days after items have been shipped, depending on the shipping speed you choose at checkout. International shipping may take anywhere from 1-12 weeks. You will receive a shipping notification after your order has shipped (check your spam folder if you do not receive one).
USPS First Class Mail arrives in an estimated 3-5 business days.
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OTHER ISSUES
If you have a problem with your order, please send us an email with your order number and details of your issue so we can help to resolve it.
The customer is responsible for entering the correct mailing address at checkout. If you made a mistake, please contact us ASAP and if your order has not been shipped yet, we will do our best to update your shipping. Otherwise, your order will go out as it was entered by you.
Packages that are returned to us for an insufficient address will be issued as a store credit to the customer minus any shipping costs.
New England Cat Care is not responsible for lost or stolen packages and they will not be refunded or exchanged. Please contact your local post office if this happens and coordinate with them on the next steps or file a help request form with USPS.
If you receive a damaged, defective, or incorrect product, please contact us immediately.
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Privacy Policy
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This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from www.newenglandcatcare.com (the “Site”).
Personal information we collect
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.
We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.
Additionally, when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information, email address, and phone number. We refer to this information as “Order Information”.
When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.
How do we use your personal information?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
- Communicate with you;
- Screen our orders for potential risk or fraud; and
- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).
Sharing your personal information:
We share your Personal Information with third parties to help us use your Personal Information, as described above.
Our company is hosted on the Wix.com platform. Wix.com provides us with an online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases, and the general Wix.com applications. They store your data on secure servers behind a firewall.
All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant, or other lawful request for information we receive, or to otherwise protect our rights.
Behavioral advertising
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
You can opt-out of targeted advertising by using the links below:
- Facebook: https://www.facebook.com/settings/?tab=ads
- Google: https://www.google.com/settings/ads/anonymous
- Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads
Additionally, you can opt-out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.
Do not track
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
Your rights
If you are a European resident, you have the right to access the personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
Data retention
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.
Changes
We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.
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