What happens if part of my order is missing?

If a component of your order is missing, Catson will quickly and easily take care of it. In many cases, the issue can be resolved directly after a short review.

To help you quickly, please briefly check the delivery contents and send us the most important information.

Here’s what to do if a part is missing:

1) Check delivery contents completely

Please first check the entire delivery contents as they arrived to you.

Important:

• check all parts in the package

• check inner packaging / inserts again

• briefly search the packaging material

• check if a part is already pre-assembled (depending on the product)

This helps rule out that a component was simply overlooked.

2) Send photo of package contents

Please send us a short photo of the complete package contents along with your order number to Catson Support.

This helps us clearly document the case and quickly check which part is missing.

Best to include:

• photo of the entire contents

• Order number

• brief description of the missing part

• if possible: photo of the packaging / shipping label

3) Review by support

As soon as we receive your information, we will review the process and compare the delivery contents with your order.

This way, we can quickly decide which solution is appropriate for your case.

What happens after the review?

If it is confirmed that a component of your order is missing, we will take care of a suitable solution.

Depending on the case, after review, a replacement delivery of the missing component will be made.

Catson note:

The more complete your information is (photo, order number, description of the missing part), the faster we can process the case and assist you.