Cat Kit by Pusheen Box FAQ

 



IMPORTANT DATES

Season Box Apparel Size & 
Address Change
Billing Dates* Shipping Dates*
Spring Box Must be made before TBD
Start billing in Mid-March
Ships May
Summer Box
Must be made before July 11th
Start billing June 12th
Ships July
Fall Box 
Must be made before August 31st
Start billing September 1st
Ships October
Winter Box Must be made before October 23rd Start billing October 24th Ships December

*Dates are subject to change. Subscribers will be notified of any changes. 

 



GENERAL QUESTIONS



What's inside the Cat Kit?

Cat Kit by Pusheen Box is an officially licensed subscription box service that is delivered to your door every season. Inside the box you'll find Pusheen cat toys and accessories for your furry friend!

 

Who makes this box?

Cat Kit is built by CultureFly, an official licensee of Pusheen.

 

Can't I buy these items in stores?

Nope! Everything made for the Cat Kit is exclusive, which means you can't find them anywhere else. If you want them, you'll have to subscribe!


 

What is the difference between the Quarterly and Annual plans?

We offer two different plans to make it easier for you to get your cat their adorable Pusheen goodies. Both plans are set to auto-renew, so you will never miss a box.

Quarterly Plan = costs $29.99* plus shipping, you will be billed a month before your box ships.

Annual Plan = costs $26.99* per box plus shipping, you will be billed for all 4 boxes at signup. 

If you choose to sign up for the Annual Plan, you’ll save $5.00 per box! That's a savings of $20 a year! 

*Sales tax may be applicable

 

Can I give a Cat Kit as a gift?

Yes. You can gift a subscription by creating a new account with a new username and password for the recipient. 


  

Can I purchase a previous box?

Once a box sells out, it is no longer available to purchase. That's what makes each quarter's box so exclusive! 

 

I love a specific item in the box, but don't want the entire box. Can I purchase items individually?

Each item is made for the box it comes in and we do not sell them outside of the box. If you want that item, you will need to sign up for a box.


 

How do I set up my account?

If you are new to CultureFly, you will need to only enter your email address on the checkout page. You will receive an email asking you to activate your account. This will help you manage your subscription. If you do not activate your account, you will be unable to edit your subscription.

If you are a returning CultureFly customer, there is no need to log in. As long as you use the same email at checkout that you have on your existing account, you are all good to go with your purchase.

If you have any questions or need assistance, please email our customer service at .

 



SHIPPING



What countries do you ship to?

The Cat Kit ships to all United States, territories, and the following countries:

  • Australia
  • Belgium
  • Canada
  • Croatia
  • Denmark
  • Estonia
  • Finland
  • France
  • Germany
  • Gibraltar
  • Great Britain
  • Hungary
  • Ireland
  • Israel
  • Italy
  • Japan
  • Latvia
  • Lithuania
  • Luxembourg
  • Malaysia
  • Malta
  • Mexico
  • Netherlands
  • New Zealand
  • Portugal
  • Singapore
  • Spain
  • Sweden
  • Switzerland

 

How often will my cat receive a Cat Kit?

Cat Kit is a subscription service. You will receive a new package every season!

 

When will the Cat Kit ship?

Cat Kit ships on a quarterly schedule, every 3-4 months. If there are any changes to this schedule, we will inform you via email.

***Please refer to the Important Dates chart above for more information.***

 

How much does shipping cost?

Our boxes ship anywhere in the United States for a flat rate of $9.

International customers are required to pay any relevant duties, customs, or taxes associated with their Country. International shipping rates are as follows:

  • Australia $25.00
  • Belgium $25.00
  • Canada $20.00
  • Croatia $30.00
  • Denmark $25.00
  • Estonia $30.00
  • Finland $25.00
  • France $25.00
  • Germany $25.00
  • Gibraltar $30.00
  • Hungary $30.00
  • Israel $25.00
  • Ireland $25.00
  • Italy $25.00
  • Japan $25.00
  • Latvia $30.00
  • Lithuania $30.00
  • Luxembourg $30.00
  • Malaysia $30.00
  • Malta $30.00
  • Netherlands $25.00
  • New Zealand $25.00
  • Portugal $25.00
  • Singapore $25.00
  • Spain $25.00
  • Sweden $25.00
  • Switzerland $25.00
  • UK $25.00



    Why are international shipping fees more than domestic?

    International shipping fees vary from country to country. Each international box is shipped with Priority Express International Shipping and is fully insured and trackable.



    Once my box ships, how long will it take to arrive?

    If you are a subscriber located in the United States, you will receive a shipping notification when your box is dispatched via, DHL, Fedex, or USPS along with a tracking number. At that point, your box will arrive within 3 to 7 business days. 

    If you are an international subscriber (outside the US), you will receive a shipping notification when your box is dispatched via the post office along with a tracking number. At that point, your box will arrive within 5 to 10 business days. Please be aware that international packages may be delayed by customs in your country and that you are responsible for any associated import fees.

    Any new subscription that comes after that quarter's box has already started shipping may take up to two weeks to ship.


     

    Why does my tracking seem to be taking longer than it should?

    The boxes ship from California even though our return address is listed as New York City – where our home office is. We do that in the event your box is marked ‘return to sender,’ it comes back to our office and we can get it to its rightful home! Our boxes ship out of our main warehouse in California.

     

    What is the difference between unfulfilled and fulfilled?

    If your subscription says "Unfulfilled" on your account, this means that your order is all set, but it has not started shipping yet. When it changes to "Fulfilled," you should receive your tracking information via email.


     

    I received my tracking link, but it hasn't moved in a while. What should I do?

    We ask that you do keep an eye on your tracking, as it may update as soon as possible.

    However, if your tracking link says "Pending" or your delivery date has not updated in over 10-13 business days, please reach out to our customer service at contact@culturefly.com so they can take a closer look.

     

     

    I STILL HAVEN'T RECEIVED MY BOX. IS IT LOST? WHAT SHOULD I DO?

    If your tracking hasn't moved after 10-13 business days, email our customer service contact@culturefly.com so they can help you with the next steps.

     

     

    MY BOX IS BEING SHIPPED TO THE WRONG ADDRESS. WHAT SHOULD I DO?

    In the case that your box is going to an old address, we ask that you have mail forwarding set up. Our customer service team will assist.

    If your box is going to a different address due to an error, reach out to our customer service team.

    We ask to please make sure you change your address before the cut-off date in the table at the top as once your shipping label is created, we cannot update your account information for your current box. 

    Our customer service team will either set you up with a replacement (depending on quantities) or a refund. Email them at contact@culturefly.com for help. 

     

     



    BILLING



    When will I be billed for a recurring subscription?

    **Please note, you will be charged at signup**

    At signup, you will be charged $29.99 plus shipping for the Quarterly plan and $107.96 for the Annual plan. Both plans are set to auto-renew once your initial plan has ended.

    ***Please refer to the Important Dates chart above for more information on when you will be billed*** 

     

    If I subscribed to the quarterly or annual plan, do I automatically get renewed?

    Yes, you will automatically be renewed for the original plan you purchased.

     

    What currency will I be charged in?

    All orders are processed in U.S. dollars.

     

    What payments do you accept?

    We accept PayPal and credit cards such as Visa, MasterCard, American Express, and Discover.

     



    ACCOUNT QUESTIONS



    HOW DO I CHANGE MY SHIPPING ADDRESS?

    To update your billing and shipping address, log in with the My Account Icon > click on Manage All Other Subscriptions > Select Edit on your current subscription and you will be able to update your billing and shipping addresses. 

    Please make sure you change your address before the cut-off date as once your shipping label is created, we cannot update your account information for your current box.

    ***Please refer to the Important Dates chart above for more information.***

     

    HOW DO I UPDATE MY PAYMENT INFORMATION?

    In order to change your credit card info, log into your account, click Manage All Other Subscriptions > under Billing, click on Edit.

     

    I AM CURRENTLY ON A SPECIFIC PLAN, BUT I WOULD LIKE TO SWITCH TO THE OTHER PLAN THAT YOU OFFER. HOW DO I DO THAT?

    Click on the My Account Icon > click on Manage All Other Subscriptions > under Status, click Edit next to the Active option > Switch to Inactive.

    You would then need to go back and sign up for the other subscription plan option to receive it. We currently don't offer another way to switch between plans. 

     

    I WOULD LIKE TO SWITCH MY BOX TO ANOTHER ONE OF YOUR SUBSCRIPTIONS. HOW CAN I DO THAT?

    Click on the My Account Icon > click on Manage All Other Subscriptions > under Status, click Edit next to the Active option > Switch to Inactive.

    You would then need to go and sign up for the other subscription box of your choice. We currently don't offer another way to switch between subscription boxes.  


     

    HOW DO I CANCEL MY SUBSCRIPTION?

    We’re sorry to see you go! If you have to cancel your subscription click on the My Account Icon > click on Manage All Other Subscriptions > under Status, click Edit next to the Active option > Switch to Inactive.

    This does not mean your current order is canceled. Your account is now inactive, so you will not be renewed for future boxes in your subscription. If you would like for your current box order to be officially canceled, please email contact@culturefly.com.

    Quarterly Plans can be canceled between seasons, as long as the shipping label for your next box hasn’t been created.

    Annual Plans can be canceled after your 4th box has shipped.

     



    EXCHANGES AND RETURNS


    An item was broken or damaged in my Cat Kit. What should I do?

    Any damages, refunds, or replacement requests must be requested within 30 days of receiving your shipment. Due to inventory changes, we do not guarantee that all requests will be accommodated as requested. Once processed, you will be asked to verify your shipping address and you will receive new tracking information.

    We do not offer refunds or replacements for items that have been used, washed or tampered with. As a mystery style subscription, we do not offer returns, refunds or credits for the dissatisfaction of subscription contents. You may reach out to our customer service attaching photos or videos of your damaged product in an email with the full name and email associated with the account.

    We will be able to replace the item/s unless the item is not in stock, then we will offer a refund for the damaged item. Please do take note that waiting for a replacement can take up to 8 weeks. Send an email with a picture of the damaged item to: contact@culturefly.com

    If, for any reason, a full return of the box is approved, the box will need to be returned to us unopened and in the original shrink-wrap.

     

    How long do returns take to process?

    Returns take 3-5 business days to be processed.

     

    How long does it take for a refund to process?

    If you are receiving a refund through your bank, it should take 7-10 business days for it to process.

    If you are receiving a refund through PayPal, it should take 5-7 business days for it to process. *The reason why we may ask for your PayPal as a way to process your refund is due to the timeframe since you last made your order.

    We do offer refunds by mail-in check. This may take up to 7-10 business days to arrive. 

     

    Please note: CultureFly is not responsible for the payment of the return shipping. However, if you are exchanging an item for another one, the new item will be shipped back to you for free. If the item doesn’t fit and you would prefer a refund we will credit you back on the card you used for the purchase. However shipping costs will not be refunded.

     

    My shipping box has a dent. Can I get a replacement box?

    We put a lot of thought into designing our boxes to make sure they are visually appealing. Please keep in mind the box is primarily for shipping and is designed to protect what’s inside. We do not offer replacements for any damaged box.