Welcome to CoolCyberCats

Customer service and satisfaction is the goal at CoolCyberCats. If you have any questions on your purchase, items I sell, problems with your order, or just want to say hello you to contact us by email through the eBay mail system. I may not have the man-power and resources of the large stores, but I strive to provide excellent customer service with personal attention on all orders.

Any "fine print" in eBay listings superseds the policies on this page.

Payment

• I accept Paypal (including Visa, Mastercard, Discover, American Express and e-checks).
• I accept money orders & personal checks. Items paid for with a check will will be held 5-10 business days while the check clears. Please mail money orders and personal checks to the address provided at the time of purchase and do not forget to include your username and items numbers you are buying. If this is not included it may slow down processing of your order by a couple of days.
• International Buyers please pay using Paypal only. I am unable to accept international money orders or checks drawn on non-US banks.
• Please send payment or contact me within 5 days of winning. If no payment or contact is received after 10 days I reserve the right to file a dispute with eBay.

Shipping & Insurance Costs

• I add a single handling fee on each order with a shipping charge. Generally this is 50 cents to 99 cents to cover packaging costs. International orders have a higher handling fee since I have to fill out customs forms, take the package to the post office personally (Post Office requires this not me) and the post office is about 20 miles away ONEWAY and I have to stand in line there. If you are international and do not believe it fair to charge $2.50 to $4 for this then please do not order from me.
• International buyers, if the rates to your country are not stated in the listing please email me prior to buying/bidding to find out if I ship to your location and if so for shipping options and rates.
• Insurance is optional for purchases under $100 in value (items plus shipping) and mandatory for purchases over $99.99 Some listings may require insurance and will state insurnace is required if this is the case. Insurance rates are 99 cents per $100 of insurance for USA based addresses and $1.99 per $100 of insurance for nonUSA based addresses. If the package is damaged in the mail the claim can be entered right away. If the package is "lost" you must wait 21 days if domestic,a nd 45 days for international bound packages. To file the claim I will need a signed letter and possible images fot he damage. Please contact me for exact details on how to file a claim.
• Combined Shipping: If you buy/win more than one auction/listing please wait for me to combine your invoice. eBay over charges on shipping if you just pay the eBay invoice. Why? Simple, I charge based on weight and a single nominal handling fee. Weights entered in the ebay listings represent the shipping weight of a single unit (item + ship box). Multiple units weigh less per item if you think about it. If the single item weighs 5oz and the box is 4oz then the ship weight is 9oz. 2 of the units would be 14oz shipped, not 18oz as eBay will figure. So make sure you wait for me to invoice you. I do not go back over paid invoices and refigure shipping costs and refund differences.

When Will My Order Ship?

• I ship on weekdays only (Monday-Friday).
• Monday-Thursday I print out packing slips for fully cleared and paid orders at 4pm mountain time, and at 12pm Sunday. If your payment has not been received by this time your order will not be processed till the next day I process orders.
• Once your order is processed, it will ship the next business day (if I process it on Tuesday afternoon it will ship Wednesday morning).
• When your order is processed and email will be sent to your registered PAYPAL email address. Many of these emails seem to be blocked by filters, so it is up to you to make sure they get through. Yahoo, Hotmail and Earthink are the worst for blocking them. Earthlink likes to send out a reply to me and ask me to jump through hoops to insure you get the email and I do NOT spend my nights clicking on links to make sure you see my emails. My system is automated and also blind copies itself on each email and verifies it receives it to make sure they all sent. So please open your spam filter to email from senders @coolcybercats.com.

Return/Exchange Policy

• I want you to be satisfied with your purchase. Most products I sell come with a manufacturer warranty. If your product breaks after use and you cannot find warranty info on the product, email me and I will get you the information if it is a product with a warranty.
• There are NO exchanges or returns on animal or human consumable or wearable items (foods, animal treats, coffee filters and Soft Claws). I have no way to know tampering has not happened and there is not a communicable disease on the product, and that is a risk I am unwilling to take. Sorry.
• I will gladly exchange a defective item (because of their nature they are easily misuded, abused or damaged I do not accept returns or exchanges on Displex, Ecopads, Coffeeducks and Melitta products). If the item is determined to have been damaged by the user I will not exchange or replace the item and you will be required to pay for shipping to get the item back from me.
• Returned items are subject to a 15% restocking fee.
• No returns or exchanges on used, custom or personalized items.
• Please contact me within 7 days of receipt of the item for a return authorization. Make sure you state your eBay user name, auction or listing number and exact nature of the problem. I will respond within 2 business days with the returns shipping address and an RA number.
• Items must be returned in original new condition (no marks, scuffs or wear) and must be in the original packaging with all original contents intact and in new condition. If the item is not in original new condition or the packaging is marked or damaged I will not issue a refund and you will be responsable for postage to get the item back.
• The original shipping and handling charges and the return shipping charges are non-refundable. All returns must be accompanied by the copy the eBay invoice. Please indicate the reason for the return. Make sure you put the RA # on the package as all packages received without this will be refused.
• You may want to insure your return; I cannot be responsible for lost, misdirected, or damage in transit on the returns. I do not cover the cost of insuring the package.
• If there is an error on our part I will pay for the return postage (you will need to ship the package via the service as I state. If are are told to ship it First Class and you send it Priority with signature confirmation and I am covering return shipping, you will only get First Class Postage cost refunded to you).

Contact Information

• Please contact me with any questions or concerns. I will respond to emails within 2 business days.
• If you do not get a reply from me, check your spam filter. If you run a white list please add my domain to it so you my replies. I do not go to websites to add my domain to your white list or respond to your spam filters emails to let my email through. If you plan to communicate to me please take care to insure you will get my replies.
• Please be polite in your contacts. I will not respond to an abusive or nasty email.

Feedback

• It is my hope that you are completely satisfied with your purchase(s). Please contact me if you are not satisfied for any reason. I want a chance to address and correct any problems that might arise.
• If you decide there is a problem and just leave a bad feedback you can expect the same from me. Proper communication is part of the transaction and something I value.
• Remember, this was not just your transaction, but mine as well. If you expect polite communication then please do the same.
• I will leave feedback for you once I have received feedback from you. I adopted this rule after only 50% of my buyers left me feedback. Adopting this rule increaded the percentage to over 95% leaving me feedback.