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Caterbee Order & Support

At Caterbee, we are committed to creating safe, joyful, and worry-free experiences for both babies and parents. Below you’ll find everything you need to know about your order.

1. Is my information secure?

Your safety and privacy are extremely important to us.

Our website is protected by SSL (Secure Socket Layer) encryption across all pages, ensuring that your personal and payment information is always secure.

All payments are processed through Shopify Payments, a trusted and globally recognized payment gateway. We never store your credit card details and we do not sell or share your personal data with third parties.

2. When will my order ship?

We know how exciting it is to receive your baby’s new toys, so we work hard to ship your order as quickly as possible.

  • Orders placed before 10:00 AM are usually shipped the same business day

  • Orders placed after 10:00 AM will be shipped the next business day

Some products may require 3–4 business days for preparation. If so, this will be clearly shown on the product page.

Please note: Orders are not shipped on weekends or public holidays.

Once your order is on the way, you’ll receive a shipping confirmation email with tracking details.

3. Can I change or cancel my order?

To ensure fast processing and delivery, orders are handled immediately after they are placed.

Because of this, we may not be able to make changes or cancellations once your order is confirmed.

If you made a mistake, please contact us as soon as possible — we will always do our best to help.

4. How can I track my order?

Once your order ships, you will receive a tracking number via email.

You can use this to follow your package every step of the way.

If you don’t see the email, please check your spam or junk folder.

Still need help? Our support team is happy to assist you.

5. My order is delayed or hasn’t arrived

While most orders arrive on time, occasional delays can happen due to shipping carriers.

We recommend:

  • Checking your tracking link for updates

  • Looking for delivery notices from your local courier

  • Checking if the parcel is held at a nearby pickup point

If your order seems stuck or missing, contact us — we will take care of it and make sure your package reaches you.

6. Missing or incorrect items

We carefully pack every order, but if something isn’t right, don’t worry — we’ve got you covered.

Please contact us and we will quickly arrange a replacement or solution at no extra cost.

Note: Some orders may arrive in separate packages. Please check your tracking details first.

7. Faulty or damaged product

Your baby’s safety is our top priority.

If your product arrives damaged or has any quality issues, please submit a request through our Returns Page with your order details.

We will arrange a replacement or solution as quickly as possible.

8. Returns & refunds

We want you to feel confident shopping with Caterbee.

If you change your mind:

  • Returns are accepted within 30 days of purchase

  • Items must be unused, unopened, and in original packaging

For non-defective returns, customers are responsible for return shipping costs.

Refunds will be processed within 5 business days after the returned item is received and inspected.

Please note:

  • Refunds apply to the product price only (shipping fees are non-refundable)

  • Refunds are issued to the original payment method

  • We recommend using a tracked return service for your protection

Items that are opened, used, or not in resellable condition may not be eligible for a refund.

9. Payment methods

We offer secure and flexible payment options:

  • PayPal

  • Credit & Debit Cards (via Shopify Payments)

  • Stripe-supported payment methods

💛 Thank you for choosing Caterbee — where safety, quality, and joyful play come together.