Refund policy

Please note:

We reserve the right to make changes to this policy at any given time. If you want to make sure that you are up to date with the latest changes, we advise you to visit this page from time to time.

THATBLACKCAT by ELAINE WONG ART, MALAYSIA (SA0392346-V) ("we" and "us") is the operator of (www.thatblackcat.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

ThatBlackCat products are fulfilled directly by our international worldwide drop-shipping partners (except for some items tagged as "Made in Malaysia" which are produced by our partners in Malaysia.)

 

Returns

When an order is placed, it is fulfilled directly by a drop-shipper. This means we do not keep goods in stock but orders go directly to the manufacturer, and they then ship directly to you. As a result, we cannot accept returns for ThatBlackCat goods. Each one is essentially a custom order. So ordering the correct size is crucial, for this reason we've included size guides with each apparel item. If a product ever arrives damaged or with an error, don't hesitate to reach out as a replacement can be sent. we do require an image of the damaged product, which we then submit to our manufacturer. 

 

Canceled Orders

If you decide you need to cancel an order and its within our ability (the items has not yet been custom printed) we are happy to issue a refund, however we may not refund the fees charged to us by Paypal or other credit card processors. Thanks for understanding!

 

Refunds

We do not provide refunds if you change your mind once your order has been confirmed & has been custom printed. For this reason, any cancellation must be made within maximum 2 hours of your order so that we can process your refund.

 

Refund = Gift Card (if applicable)

If your canceled order / refund is approved, then your refund will be processed in the form of an ThatBlackCat store Gift Card. Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

We will certainly notify you of the approval or rejection of your refund. Gift Card notifications will be sent to you via email. If you don't receive it, please contact us and we will resend the notification.

 

What To Do When An Order Doesn't Look Right

Most of our apparel items are printed by our manufacturer and sent directly to you. This means we don't see the item before it ships out, and occasionally an error can be made by them. If you are unhappy with the print please take a photo of the item as soon as you receive it and email us and we will make it right!

 

Lost Packages

In the rare case that you suspect your package has been lost in transit, it is important that you contact us no later than 3 weeks from the estimated delivery date. Within that window our manufacturer will typically send a replacement out. 

On your end, you would need to confirm that the shipping address was correct. It would also be good to double-check that you got in touch with the shipping carrier to try locating the lost order. Please note that we will not be responsible if the tracking information states that the order has been delivered.

 

Why Did I Only Receive Part Of My Order?

We ship from various different fulfillment warehouses—Based on product type(s) in your order, you may receive two or more shipments.

Certain items tagged "Made in Malaysia" items (eg. some tote bags, etc) are shipped from Elaine's studio in Malaysia, while other items like prints, clothing, mugs, etc are shipped by our manufacturers so it is pretty common to have things ship out in separate orders. If you placed an International order it is possible that some of your order could be produced in Europe or Australia or Mexico or Japan while the rest is produced in the United States which will also result in separate packages. Everything is done to minimize your shipping costs.

Prints (framed / canvas), Tote Bags, and Stickers ship separately from all other items. If your order includes these items and another item not listed please expect your order in at least two different shipments.

For more information about shipping, please see our Shipping Policy.