Feel free to get in touch with us if you have any further questions. We would be delighted to hear from you.

Where is the merchandise shipped from?

Global Fulfillment Shipping

We have collaborated with Printful, a sustainable print-on-demand company that is responsible for fulfilling and shipping our products globally from several countries, including the US, Canada, Japan, Australia/New Zealand, UK, Europe, EFTA States, and Brazil. Please note that additional taxes or duties may apply based on the shipping location.

Read more about Our Shipping Information

Shipment for Products Originating from Indonesia

For products originating from Indonesia, we use Tokopedia & limited local couriers for local delivery. For export option delivery, we use POS Indonesia. Please note that we are also bound by the Tokopedia Return & Refund Policy and the No Shipping Fee Refund for products exported from Indonesia. However, POS Indonesia includes full insurance in their international shipment and buyers can get POS Indonesia Refund for shipment delays, packages missing and damaged.

Here is the link of POS Indonesia International Shipment Destinations.

Read more about Indonesian Product Shipment Policy.

Sustainability Efforts

Sustainability matters to us and the planet. We also know that all the sustainability challenges in particularly the fashion industry don’t have a quick fix. We made our products on-demand, meaning that we only produce items when we get an order for. Learn more about our company and production partner’s sustainability efforts through this link:

Learn More

How do you ensure organic or recycled material content in your Eco-friendly products?

Apparel products in our Eco-friendly product collection consist of at least 70% organic or recycled materials, or such material blends. All beauty products in this collection are natural certified.

To verify material content, we collect valid certificates from our suppliers. As proof of the organic composition of the apparel products, we only accept GOTS or OCS certificates. For recycled composition, we accept either GRS or RCS certificates.

We only accept the Ecocert COSMOS certificate as proof of the beauty product’s natural origin.

GLOBAL ORGANIC TEXTILE STANDARD (GOTS)

The Global Organic Textile Standard (GOTS) is the worldwide leading textile processing standard for organic fibers, including ecological and social criteria, backed up by independent third-party certification of the entire textile supply chain. This standard also sets limitations on other fibers that can be blended with organic fibers.

Organic Content Standard (OCS)

The Organic Content Standard (OCS) is a certification for non-food goods that confirms the organic material presence in the final product. It also follows the supply chain from its source to the final product.

Global Recycled Standard (GRS) and Recycled Claim Standard (RCS)

The Recycled Claim Standard (RCS) and Global Recycled Standard (GRS) are international, voluntary standards that set requirements for third-party certification of recycled content and supply chain. The shared goal of the standards is to increase the use of recycled materials. The GRS includes additional criteria for social and environmental processing requirements and chemical restrictions.

Ecocert COSMOS

Ecocert COSMOS standard ensures ingredients are derived only from natural origin except for a limited ingredients list authorized in small quantities. On average, Ecocert-certified products contain 99% ingredients of natural origin.

Ecocert standard verifies the composition, processing, and packaging of the product.

The certification ensures an environmentally friendly and safe product that’s made with consideration of biodiversity and the preservation of natural resources. This certification includes other factors like the absence of GMO and petrochemical ingredients (parabens, phenoxyethanol, perfumes, and synthetic colorants).

Can I have a personalized product for just one item?

Yes, you can purchase a personal custom product for one item. You can also request to add your logo to the product we sell. You can find the price approximation for each custom product in our Customizable Products category. Contact us for more information on customization and other available product types. Simple image enhancement or editing service is offered & included in the price. We also have a lower price for custom products purchased in bulk. Once you have purchased the custom product, we will email you a product mock-up picture for your approval before proceeding with the fulfillment of the order.

Read More on how to prepare your print file here.

Discounts Codes and Vouchers or Gift Cards

We are currently running a special discount promotion for product purchases starting from 25 items within the same category or subcategory. An even larger discount is available for purchases starting from 50 items within the same category or subcategory. To receive the eligible code, please contact us.

Please note that discount codes or voucher codes cannot be combined with other discounts or used for sale items. Each code has its own valid terms from the moment it is issued. Please note that discount codes or voucher codes cannot be combined with other discounts or used for sale items. Each code has its own valid terms from the moment it is issued. It can only be applied to the item purchased and not to the shipping amount.

If you have a gift card or voucher, it may be applied towards any purchase at Catoo.art, up to the remaining credit balance on the card or voucher. However, gift cards or vouchers cannot be exchanged for cash and cannot be replaced if lost or stolen. Additionally, gift cards and vouchers are valid for one year from the date of issue.

Please be aware that each code, voucher, or gift card’s terms and conditions may change according to management promotions at the time

How long does the fulfillment take?

Fulfillment time is the time it takes to make your custom-ordered product. Our fulfillment time for product is calculated in business days, and it’s 2 to 5 business days for all production techniques. 
In 2022, over 95% of our orders are being shipped within 5 business days, and more than 75% of our orders are shipped within 3 business days or fewer.
Please note: 

• Fulfillment time doesn’t include shipping. To get an idea of how long an order will take to reach its destination, combine the estimated fulfillment time with the estimated shipping time. 
• The fulfillment averages you see in our catalog are calculated based on our fulfillment data for each product within the time frame of 30 days.
• Our fulfillment averages don’t account for the time an order might be put on hold. Fulfillment for large orders may take longer on average, but it’ll still be fulfilled within 5 business days. 
• Our fulfillment times are an estimate, but not a guarantee.
• High season can potentially slow down your order fulfillment. It is advisable to order before the high season order deadline posted on website to receive the product within the time.

Slight differences between picture & the real product might occur.

Please note that the image of the product displayed may exhibit slight variations from the actual product due to the lighting conditions during photography and variations in the customer’s monitor settings. We always strive to provide accurate representations of our products; however, please take into account that these differences may occur.

Return Policy

Our products are uniquely made-to-order. That is why we could not refund orders for buyer’s remorse. In case a return is necessary, all aspects of the return policy are bound to the production company. All digital product have no return policy. You can find the detailed return policy for physical product by clicking on the provided link below:

Returns Policy

How do I report a problem with my order?

You can report problems with an order by:

1. Contact us directly from your email account.
2. Find your order’s confirmation email – search the order number.
3. Write the Subject as “[Order Number] Problem Report”
4. Write your problem in detail and upload relevant photos where possible.
5. Click “Submit” or “Send”.

Be aware that it may require a photo to be submitted with your problem report to begin a reshipment. It is always best to include photos with your initial problem report to avoid delays.

How to return a product that has been reported and confirmed?

Please do contact us before returning any items and read carefully about our return policy as well as the return procedures on the FAQs page.

Returns should be addressed to “Catoo Returns”
The return address are written on your package. If it damaged or missing, the return address is based on where your package was fulfilled:

• Packages sent out from our US and Mexico fulfillment centers are returned to our Charlotte facility: 11201 Ed Brown Rd, Charlotte, North Carolina, 28273. 
• Packages sent out from our facility in Canada are returned to: Unit 3, 3500 Laird Rd, Mississauga, ON L5L 5Y4 Canada.
• Packages sent out from our Latvian facilities are automatically returned to Plienciema 5, Marupe, Marupes novads, LV-2167, Latvia.
• Packages sent out from our Spanish facility are automatically returned to Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain.
• Packages sent out from our UK facility are automatically returned to Antar 2 Headway Road, Wolverhampton, West Midlands, WV10 6PZ.
• Packages fulfilled by our partner facilities in Australia are returned to: 40 Tanimbla Street, Kedron, Queensland 4031, Australia (apparel orders); 338 Albert St, Brunswick VIC 3056, Australia (non-apparel orders, except for phone cases); 6 Axis Crescent, Dandenong South VIC 3175, Australia (phone cases).
• Packages fulfilled by our partner facility in Japan are returned to: Komiyaji 817-3, Shinwamachi, Amakusa, Kumamoto prefecture, 863-0101 Japan.
• Packages fulfilled by our partner facility in Brazil are returned to: Rodovia Santos Dumont, 4791 (Antigo KM 3,5), Armazém 111, Galpão 02, Empreendimento Caxias Park. Parque Paulista. CEP 25251-460. Duque de Caxias – RJ, Brasil.

Disclaimer: This address should be used only for product returns. All other types of correspondence (notices, letters, etc.) sent to our address will be returned to the sender.