Shipping policy
Shipping Policy
Effective Date: 10 August 2026
At CATINIO, we aim to deliver your order safely, reliably and within the estimated delivery timeframe.
This Shipping Policy explains how orders placed through catinio.com are processed, shipped and delivered.
1. Order Processing
Orders are typically processed within 1–2 business days after payment has been successfully received.
Orders placed on weekends or UK public holidays will normally begin processing on the next available business day.
Please note that processing time is separate from delivery time.
Once your order has been dispatched, you will receive a shipping confirmation email where applicable.
2. Shipping Destination
CATINIO currently ships exclusively within the United Kingdom.
We do not currently offer international shipping.
Orders placed using delivery addresses outside the United Kingdom may be cancelled and refunded.
3. Estimated Delivery Time
Once your order has been dispatched, the estimated delivery time within the United Kingdom is:
8–13 business days
Business days generally exclude weekends and public holidays.
This delivery estimate begins after the order has been processed and dispatched.
Therefore, the typical overall timeframe may consist of:
- 1–2 business days processing
- 8–13 business days delivery
Delivery estimates are not absolute guarantees, and occasional delays may occur.
However, CATINIO will comply with applicable consumer law regarding delivery times. Unless another period has been agreed with the customer, UK rules generally require goods to be delivered without undue delay and within 30 days of the contract being entered into.
4. Shipping Costs
CATINIO currently offers Free Standard Shipping on eligible orders delivered within the United Kingdom.
No standard shipping charge will be added at checkout unless clearly stated before you place your order.
If additional or premium delivery options are offered in the future, any applicable charges will be displayed before checkout is completed.
5. Order Tracking
Once your order has been dispatched, you will normally receive a shipping confirmation email containing tracking information.
Tracking availability and the level of tracking detail displayed may vary depending on the carrier.
If you have not received tracking information within a reasonable period after your order has been dispatched, please contact:
6. Delivery Delays
We make reasonable efforts to deliver orders within the estimated 8–13 business day delivery window.
Occasional delays may occur due to circumstances including:
- Carrier delays
- Severe weather
- Public holidays
- Unusually high shipping volumes
- Operational disruptions
- Security or customs inspections where applicable
- Industrial action
- Government restrictions
- Other circumstances outside our reasonable control
If your order has not arrived within the expected timeframe, please contact:
We will review the tracking information and, where appropriate, investigate the shipment with the relevant logistics provider.
Nothing in this section limits any statutory rights you may have where goods are not delivered within an agreed or legally required timeframe.
7. Delivery Address
Customers are responsible for providing a complete and accurate delivery address at checkout.
Please review your shipping information carefully before placing your order.
If you notice an error after placing your order, contact:
as soon as possible.
If the order has not yet been processed or dispatched, we will make reasonable efforts to correct the delivery information.
Once an order has been dispatched, we may no longer be able to modify the delivery address.
CATINIO may not be responsible for additional costs or delays directly caused by incorrect or incomplete delivery information supplied by the customer, except where responsibility remains with CATINIO under applicable law.
8. Lost Packages
If your order appears to have been lost in transit, please contact us as soon as reasonably possible.
Before contacting CATINIO, it may be helpful to check:
- Tracking information
- Members of your household
- Neighbours
- Any designated safe place
- Notifications from the delivery carrier
We will work with the relevant shipping provider to investigate suspected lost shipments.
Where CATINIO arranged the carrier, the risk in the goods generally remains with the trader until the customer, or a person identified by the customer, takes physical possession of the goods.
Where a shipment is confirmed as lost before delivery, we will provide an appropriate resolution in accordance with applicable law, which may include:
- Replacement, or
- Refund
depending on the circumstances.
9. Delivered but Missing Packages
If tracking shows that a parcel has been delivered but you cannot locate it, please:
- Check the stated delivery location
- Check with members of your household
- Check with neighbours where appropriate
- Review any delivery photograph or carrier notification
- Contact the carrier where appropriate
You should also contact support@catinio.com so we can assist with the investigation.
A tracking status alone does not override any rights or responsibilities that apply under consumer law.
We may review tracking records, delivery confirmation, photographs and other carrier information when investigating a disputed delivery.
10. Damaged, Faulty or Incorrect Deliveries
If your order arrives:
- Damaged
- Faulty
- Incomplete
- Different from what you ordered
please contact us as soon as reasonably possible.
For faster investigation, we recommend contacting us within 7 days, but this recommendation does not limit your statutory consumer rights.
Please provide where reasonably possible:
- Your order number
- A description of the issue
- Photographs or videos of the product
- Photographs of the packaging
- Photographs of the shipping label
Contact:
Depending on the issue and applicable law, the resolution may include:
- Replacement parts
- A replacement product
- Repair where appropriate
- Partial refund
- Full refund
Where the goods are faulty, incorrect or otherwise non-conforming and CATINIO is responsible, we will cover reasonable associated return or replacement shipping costs where required by law.
UK consumers may have a short-term right to reject faulty or non-conforming goods within 30 days in applicable circumstances.
11. Failed Delivery Attempts
A delivery may fail where, for example:
- An incorrect or incomplete address was provided
- Required access to the delivery address was unavailable
- The parcel was refused
- Required delivery instructions could not be completed
If a parcel is returned because of circumstances attributable to the customer, reasonable additional delivery or return costs may apply where permitted by law.
We will contact you where possible to determine the appropriate next step.
12. Refused Deliveries
If you refuse delivery, please contact us so we can determine whether the refusal relates to:
- A cancellation
- A damaged shipment
- An incorrect order
- Another delivery issue
Refusing delivery does not necessarily constitute a completed cancellation request.
Where reasonable costs arise from an unjustified refused delivery, those costs may be deducted from any refund where permitted by applicable law.
Nothing in this section limits your statutory cancellation or consumer rights.
13. Customs, Duties and Import Charges
CATINIO currently sells and delivers orders to customers within the United Kingdom.
Customers will not be asked by CATINIO to pay undisclosed customs duties or import charges at the point of delivery.
Any taxes or charges that CATINIO is legally required to collect will be handled in accordance with applicable law and displayed where required.
If an unexpected carrier or customs payment request is received, please contact us before making payment:
14. Shipping Partners
CATINIO works with third-party fulfilment, shipping and delivery partners.
The carrier used for an order may vary depending on factors such as:
- Delivery location
- Parcel dimensions
- Logistics availability
- Operational requirements
Where tracking is available, carrier information will normally be provided in your shipping confirmation or tracking details.
15. Risk of Loss
Where CATINIO arranges the delivery carrier, risk in the goods remains with CATINIO until the goods come into the physical possession of the customer or a person identified by the customer to receive them, subject to the exceptions provided by applicable law.
This provision does not affect the customer's statutory rights.
16. Force Majeure and Events Outside Our Control
CATINIO will not be responsible for delays caused solely by circumstances outside our reasonable control, including:
- Natural disasters
- Severe weather
- Significant carrier disruption
- Government restrictions
- Industrial action
- Major logistics infrastructure failures
- Other exceptional events
Where such an event affects your order, we will make reasonable efforts to minimise the disruption.
Nothing in this section removes rights you may have under applicable consumer law where delivery is materially delayed or cannot be completed.
17. Returns and Refunds
Shipping-related returns, cancellations and refunds are also subject to our Return & Refund Policy.
Eligible purchases of the CATINIO Hydro Fountain are covered by our voluntary 30-Day Money-Back Guarantee, subject to the conditions of that policy.
This guarantee is in addition to statutory consumer rights.
Online consumers also generally have a statutory cancellation period for eligible distance purchases.
18. Contact Us
If you have questions about shipping, tracking or delivery, please contact us:
CATINIO
Operated by:
BED GLOBAL COMMERCE LTD
Company Number:
16768962
Registered in:
England and Wales, United Kingdom
Registered Office:
4 Raven Road, Unit 1c3-910
London, United Kingdom
E18 1HB
Website:
catinio.com
Email:
support@catinio.com