FAQS

FREQUENTLY ASKED QUESTIONS

General

You will usually receive a welcome email with the first purchase coupon inserted if you subscribed to our website. We recommend checking your email first. In the event you still are not able to find it, please contact our Customer Service for further help.

Applying a promotion code is simple! At Checkout, simply type the code into the box that says "Gift card or discount code" Then, click the button that says "Apply". All promotional codes can only be used once.

Yes, students enjoy a 12% off discount. For more details, please click here.

In this collection, all items are Pre-Order since the items are either sold out or are new products and will take time to get restocked. In order to compensate for our customers' time, we are extending a 20% off discount. This is only available in the United States, United Kindom, and Australia! It will typically take about 10-13 weeks to arrive.

Sorry, discount codes cannot be used in combination.

Yes, please email us at info@happyandpolly.com for more details.

Customers can choose the currency of the country you are purchasing from.

We accept the following forms of payment:
PAYPAL, CREDIT CARD & DEBIT CARD DIRECTLY, APPLE PAY & GOOGLE PAY

We take your personal shopping security very seriously. Every order is processed through a secured checkout system and we are certified Level 1 PCI DSS compliant. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information.
Rest assured, we're always investing resources into the latest online security protection so you can shop safely and securely with us!

Account

When you register an account, you can easily view your order information or track packages in your account. In addition, you will be entered into our membership program by default, and every order placed will earn points for redemption.

Click here to CREATE ACCOUNT. Alternatively, you may proceed to check-out where you will be prompted to sign up for an account.

We invite you to fill in your cat's birthday for a surprise gift during your furbaby's birthday month.

Click here and enter your email to receive a link (in your mailbox) to update your password.

Custom

Yes, we have a dedicated collection of custom products. You can click here to see the collection. If you have any questions about customization, please contact our customer service email.

Time varies from 2 weeks to several months, depending on the order volume and the complexity of the process. Please refer to the product details page, and we will provide an approximate time.

Of course! We love creativity. Please contact our customer service to inquire.

Shipping

We have warehouses in United States/Australia/United Kindom. Most best-selling items can be shipped from local, and arrive soon. We provide international shipping for other regions. For more details, please see our shipping policy.
We will do our best to accommodate so everyone from all over the world can receive our beloved products. For large items, if you are from a region not listed above, please contact customer service.

Most Local Shipping in United States, United Kindom, and Australia will arrive in 3-5 days.
For international orders: Express shipping (DPD, DHL, UPS) 5-12 business days.
International shipping(Royal Mail, DPD, USPS) 12-20 business days. For more details, please see our shipping policy.

Yes, we can ship our products to most countries. For more details, please see our shipping policy.

We provide free worldwide shipping for most orders above $69 (For remote areas like Hawaii, we may charge additional shipping fees)
Orders below this amount will be charged shipping as follows:

International shipping---$6.00 USD
Express shipping--$15.00 USD

For more details, please see our shipping policy.
(Additional shipping charges will be charged if the package is oversized like the cat tree and cat Scratcher bed)

No, at this time we are unable to ship to P.O boxes, APO/FPO addresses.

We can update your shipping address as long as you contact us with your new address before your order is shipped out. If your package has already shipped, we cannot guarantee your order will be shipped to the new address, but we will try our best.

Once your package ships out, you will receive a shipping confirmation e-mail with tracking information. Or you can go to the TRACK MY ORDER page on our website.

If the item you ordered is local ready-stock, then this will not happen. As for international shipping methods, tracking information will update automatically as your order is received across borders. Rest assured that your order is in transit and will be arriving soon! Please reach out to our customer service team at service@happyandpolly.com with any additional questions and/or concerns.

Sometimes the carrier scans the packaged to deliver before the package is out for delivery. Please allow an extra day for the carrier to deliver your order. If you still have not received your order after a day, you can file a claim directly with the carrier or your can reach out to our customer service team at service@happyandpolly.com with any additional questions and/or concerns.

Order

Please contact our customer service team within 24 hours via Live Chat or service@happyandpolly.com for assistance. We will be able to change the order if the package has not been shipped out.

Please get in touch with our customer service team within 24 hours for assistance. We can cancel the order if it has not been shipped out. If the package has been delivered, please ensure that the product is in good condition and return the product to us. You will need to pay for return shipping.

You can find your order number and other order information by logging into your account(If you have registered an account). You can also check the order confirmation email.

Please rest assured that the item will arrive soon. Items may be shipped from different warehouses and delivered at different times. Please check your order for multiple tracking numbers. You may also reach out to our customer service team at service@happyandpolly.com for further assistance.

Although this rarely happens. If the item arrive damaged, please contact our customer service in a timely manner and we will issue a brand new item once we confirm the item was defective.
We apologize for your less-than-perfect experience.

Returns are accepted if you are not fully satisfied with your product. Returned items must be new or with minor signs of use and undamaged. You will need to ship any return with your own carrier of choice at your own expense. To start the return process, please contact our customer service. For more details, please see our Return & Refund Policy.

Yes, of course. We accept exchanges if the item is unworn or unused, with tags, and in their original packaging. (Clothing and Custom products are unavailable). For more details, please contact our customer service for more details.

Rewards

We cherish every user who visits our website, and this rewards program has been set up to give back to our customers.

You'll receive 1 point for every $1 spent. Every 100 points can redeem $1. In addition, if you refer a new friend, both of you will receive a $10 off discount. There will be activities to exchange points for surprise gifts from time to time as well. Click here for more details.

You can earn points by participating in any of our promotions! Simply click on the 'Join now' tab to view and take part in our current promotions.

Your up-to-date points balance is always displayed at the top of the popup.

When your referred friends make a purchase, both you and your friends will receive a $10 off coupon.

Your points will never expire, and coupon codes will expire in 3 months once redeemed.

Gift Card

We currently offer eGift Cards, a digital gift that’s sent by email. 

Happy & Polly eGift Cards are emailed to recipients within one hour after you place your order.

Purchased gift cards do not expire. Gift cards issed at an event will expire.

Unfortunately, eGift Cards are not returnable or refundable for cash.