FAQ

1. Can I exchange the products I received?
Because all of our products are made to order, we do not offer exchanges unless the item arrives damaged or incorrect. If you received the wrong item or size due to an error, please contact us within 7 days of receiving your order and we’ll make it right. Sale items are final and not eligible for exchange or refund.

2. How do I choose the right size?
Each product has a detailed size chart available on the product page. Please review this carefully before placing your order. If you’re unsure, feel free to email us at info@twentysixcatslab.com and we’ll help you choose the best fit.

3. Is it safe to enter my personal information on your website?
Yes. Our website uses secure, industry-standard encryption to protect your data during checkout. Your credit card information is never stored on our servers and is processed securely through our payment gateway.

4. The size tag on my product doesn’t match what I ordered. Is it wrong?
Some items are produced using international size tags that may differ slightly from what you see on our website. Rest assured, the size you ordered is what was sent. If it doesn’t fit as expected, you can contact us about a replacement if it's a fulfillment error.

5. Do you have a physical store?
No. Twenty Six Cats Lab is an online-only store.

6. I’ve been issued a refund but the money isn’t in my account yet. What should I do?
Refunds typically appear on your statement within 5–10 business days, depending on your bank. If it’s been longer, please check with your card provider before reaching out to us.

7. If I use a discount code, can I still return the item?
Yes. As long as the item was not marked as final sale and qualifies under our return policy, you can still request a replacement or refund if it arrived damaged or incorrect—even if you used a promo code.

8. Do I have to pay for return shipping?
If the return is due to a fulfillment error (damaged, defective, or incorrect item), we’ll cover the cost. If the return is due to personal preference or size issues, return shipping is at your expense.

9. I received a damaged or faulty item. What should I do?
Please email us at info@twentysixcatslab.com within 7 days of receiving your order. Include your order number and clear photos of the item and the issue. If the item is deemed faulty, we’ll replace or refund it at no cost to you.