Cat Kit Frequently Asked Questions

The Basics

What is the Cat Kit by Pusheen Box?

The Cat Kit by Pusheen Box is a quarterly subscription box that delivers an exclusive assortment of 6-8 limited-edition goodies for your cat every season!


What’s inside each Cat Kit?

The contents of the Cat Kit are a surprise, but each box will contain exclusive toys, treats & accessories worth more than $75 that your fuzzy friend is sure to love! 


Are the Cat Kit and its products available in stores?

Nope! All of the items, with the exception of the edible treats, are 100% EXCLUSIVE to the Cat Kit and cannot be purchased anywhere else!


Can I purchase a past box?

Unfortunately, you cannot purchase past boxes. A limited number of Cat Kits are curated each quarter, so once they are gone, they are gone forever.


I want to partner with Cat Kit!

Are you interested in promoting the Cat Kit and spreading the word about this subscription box? Then you should join our affiliate program! Just click the link below, fill out this form, and we will get back to you.


I have a question not solved by the help center & I need an answer!

If you can't find an answer, you can submit a request to our customer service team here.

Once your ticket is submitted, the system will send you an email confirming your ticket submission. Generally, within 24 hours our team will review and reply to your ticket. During busier times, it may take our support team up to 48 hours to reply. Rest assured, we are working hard and will be there to assist you with any problems you may have.

Please do not submit multiple tickets or replies before you receive a reply from the customer service team, as this could affect your ticket’s place in the queue.

At this time, Cat Kit by Pusheen Box does not offer phone support nor have a phone number where we can be reached for support related requests. For any assistance, please use the submission form linked above and our team will be in touch shortly.


Where are the cat treats from?

Cat Kit by Pusheen Box is not manufacturing the treats, but we are working with a third party organization to make sure your fuzzy friend is receiving the healthiest, and highest quality cat treats! The treats are GMO and gluten free, have no artificial colors or flavors, are packed with omega 3 & 6, and help promote healthy digestion and minimize hairballs. 

 

Account Details 

I receive an error notice when I sign up or sign into my account. What should I do?

If you receive any errors when signing up or making any changes to your account, please be sure to send our customer service team at contact@pusheenbox.com a message specifying exactly what error you have received. If possible, please also include a screenshot.


I forgot my password. How do I reset it?

You can reset your password by clicking the “Forgot your password?” located under the Customer Login.  Enter the email associated with your account, and a reset password email will be sent with additional instructions.


How do I cancel or unsubscribe from the Cat Kit?

We are sorry to see you go! You can cancel your subscription via your online user account for your subscription.

When logged into your account, you will click the section titled “Manage Subscriptions.” Within that section, you will see a pink “Cancel” button.  Follow the remaining prompts to complete the cancellation process. This will unsubscribe you from your account.

Please note, you will be sent any remaining boxes per your most recent renewal but will not be charged again moving forward. You will receive a confirmation of the cancellation via email shortly after completing the cancellation process.

 

 

Billing

When will my account be renewed?

Customers who signed up for the Quarterly Plan will have their account billed before each box ships.  This will continue until you cancel or unsubscribe from the Cat Kit.

Customers who signed up for the Annual Plan, will have their accounts renewed on the next billing cycle after their 4th box ships.


What currency am I charged in?

All orders on Pusheenbox.com are processed in US Dollars.


Are there any discounts for the Cat Kit?

No, we are not offering any discounts at this time.


Am I charged any taxes or fees when signing up or renewing?

Your total price will include the price of the product plus any applicable sales tax; such state and local sales tax is based on the shipping address and the sales tax rate in effect at the time you purchase the product. 


What payment options are available for a subscription?

Our system can process any card that bears a major card brand logo (Visa, MasterCard, Discover, American Express) and PayPal.

It does not accept prepaid gift cards. Even though we can process them, this doesn't mean that the banks will allow the transactions to go through. Prepaid cards might run successfully on one-off transactions but are often declined on recurring transactions.

Please note that all subscriptions are billed in full for the subscription amount upon sign up.


My account is past due. What should I do?

When your renewal is unsuccessfully processed, the subscription will be put into a past due status. You will receive periodic emails notifying you that we are unable to renew the account where a billing update link will be provided.

While your account is past due, it will be on hold from any shipments but will not be canceled until a final renewal failure. Depending on the type of decline, the billing system will periodically attempt the renewal across a 30-day period.

If your subscription is past due and you would like to cancel, please contact our Customer Service Team to have the cancellation processed.


I signed up for one box, why did I get billed again?

All our subscriptions are automatically renewed until you request to cancel with one of our agents or you click the cancellation button located in your user account.

To cancel your subscription, all you need to do is log into Pusheenbox.com, click the section titled “Manage Subscriptions.” Within that section, you will see a pink “Cancel” button. Follow the remaining prompts to complete the cancellation process. This will unsubscribe you from your account.

The renewing nature of the account is stated when selecting the plan, at checkout, and in your confirmation email.

If you have been billed and you did not wish to renew, please contact our Customer Service Team for further assistance.


How do I update my payment information?

To update your payment information, simply log in to your account, and click “Manage Subscriptions” from the left side menu.  Select the pink “Edit” button next to your subscription and then click “Update Payment information.”  Enter the new payment details on the following screen and click “Save” to finish.


When is the Cat Kit billed?

Customers selecting the Annual Plan will be charged for a full year of the Cat Kit upon signing up. 

Customers selecting the Quarterly Plan will be billed prior to each quarter’s box shipping per the following schedule:

Spring Box – Billed Week of March 7th

Summer Box – Billed Week of June 13th

Fall Box – Billed September 22nd

Winter Box – Billed week of November 13th

Please note that all subscriptions are billed in full for the subscription amount upon sign up.



 

Shipping

When does the Cat Kit ship?

The Cat Kit by Pusheen Box is a quarterly subscription box that ships every season:

Spring Box – Ships Late-April

Summer Box – Ships in July

Fall Box – Ships Late October

Winter Box – Ships Early-December


Where does the Cat Kit ship to?

The Cat Kit ships to all U.S. states. Unfortunately, as of right now, we are not able to ship the Cat Kit internationally because of the edible item in this quarter’s box. We are working hard to ensure that future Cat Kit’s and all of the awesome goodies inside are eligible to ship to all of the same countries as our Pusheen Box. 


My Cat Kit was not delivered, now what?

If you have not already contacted our Customer Service Team for a replacement, please let us know within 30 days of shipping if you are missing your box. We would be happy to investigate and further assist. Please make sure your shipping address is updated via your user account to ensure future shipments will be shipped correctly. You can contact customer service at contact@pusheenbox.com.


Why haven't I received a tracking email?

Tracking emails are sent as soon as your shipping label is created.  If you have not yet received your tracking email, please log in to your user account and verify that the contact information is correct for your account.  If the email address is correct, please double check your spam folder as the tracking email might have been caught in that filter.

Still no luck?  Please contact our Customer Service Team at contact@pusheenbox.com and they will be able to provide you with the tracking information and assist you further.


How long does it take to get my Cat Kit through the mail?

Once you receive your tracking email, you can use that information to see the most current location of your box in transit as well as an estimated arrival date. 


My tracking information isn’t working. What should I do?

Be sure to refer to your tracking email for instructions on how and where to track your package. Please allow up to 48 hours from the receipt of your tracking email for the tracking information to populate and show the most accurate location of your shipment.


My tracking shows a status of delivered, yet I never received it. What should I do?

We have seen many instances where the mail carrier marks the package as delivered, but shows up at the intended address at a later time and date or is available for pickup at the post office. Please contact your local post office with your tracking information and see if they can assist you in tracking down your shipment.

Still no luck? Please contact our Customer Service Team at contact@pusheenbox.com and they will assist you further.


My Cat Kit Box was shipped to a previous/invalid address. What should I do?

Firstly, be sure to update your shipping address in your user account. 

If you no longer have access to your previous address, please send us a message and we can provide more information for your specific situation.

If your box was mailed to an invalid address, please double check and/or update your user account and contact our Customer Service Team for more information at contact@pusheenbox.com.

Note: In order to get boxes to our subscribers as soon as possible, we begin processing shipments prior to the signup cutoff. As a result, all address updates should be made prior to the billing date for the next box to ensure they are correctly reflected on your shipment. Our shipping service does not include the forwarding of any box with your mail to an updated address. Any forwarding fees incurred will not be reimbursed or credited to your subscription.


What should I do if my shipping address has changed?

Simple! Just update your shipping address in your user account.

When logged into your account, select “Manage Subscriptions” on the left side menu.  Then, click the pink “Edit” button next to the “Ships To” address.  Follow the prompts on the next page, clicking “save” when you’re finished updating.

Please note, if you update your address AFTER your current order has already been placed, please email with the address change and order number so we can make sure your box goes to the correct address here.


I changed my address after my current order was processed, what do I do?

Please email our Customer Service Team at contact@pusheenbox.com with your order number and new address so we can help you receive the next Cat Kit.



Replacements, Exchanges, and Returns

My Cat Kit is missing an item or is damaged/broken. What should I do?

In the rare case an item comes damaged or is missing, please contact our customer service team and we'd be happy to resolve your request. Validity of a damaged item will be at the discretion of the Customer Service team member and we request a photo of the damaged item with your submission to expedite a resolution. Damage to product packaging and shipping boxes do not qualify for a replacement. Due to inventory changes, any issues must be reported within 30 days of receiving your shipment notification and allow up to 4 weeks for your replacement to ship once confirmed by the Customer Service team member. Once it is processed, you will receive an email with new tracking information.

Please note: As a mystery style subscription we do not offer returns, refunds or credits for dissatisfaction of subscription contents. 


My Cat Kit came dented or damaged in some way. Can you replace that?

Unfortunately, we do not replace our shipping boxes.  Please carefully examine all the items in your Cat Kit and alert our Customer Service Team if any of the contents were damaged.

All replacements or exchanges are at the discretion of our Customer Service Team.  Due to inventory changes, any issues must be reported within 30 days of receiving your shipment notification and allow up to 4 weeks for your replacement to ship once confirmed by the Customer Service team member. Once it is processed, you will receive an email with new tracking information.

Sign up to get the latest news and promotions!