We want the litter to work. If it doesn't, we want to fix that — not make you fight for it.
30-Day Clean Routine Guarantee
If your cat refuses it, your home still smells, or it's simply not better than what you were using — contact us within 30 days of delivery for a full refund. Keep the litter. No need to ship it back.
This guarantee applies to your first order, one per household. See full shipping & returns policy →
What the guarantee covers
- – Any reason, on your first order — no explanation required
- – Your cat won't use it after a full 5-day transition (see our transition guide)
- – Odor control or clumping doesn't meet expectations
- – The litter arrives damaged or there's an error with your order
How refunds work
Catskills is a consumable product used in a litter box. For hygiene reasons, we cannot accept physical returns of opened or used litter. Refunds are issued directly — you don't need to return anything.
Unopened, unused bags in original sealed packaging may be returned within 14 days of delivery if you've changed your mind before trying the product. Return shipping is the customer's responsibility in that case.
|
Refund window 30 days from delivery |
Physical returns Not required — keep the litter |
|
Refund method Original payment method |
Processing time 5–7 business days |
Guarantee limits
The 30-Day Clean Routine Guarantee applies to first-time orders, one per household. It covers one bag or bundle per customer and is intended for product evaluation — not ongoing refunds on repeated purchases.
Refunds are not issued for change-of-mind on repeat orders, subscription skips or cancellations outside the required notice window, or purchases made through third-party retailers (contact that retailer directly).
Damaged or incorrect orders
If your order arrives damaged, leaking, or wrong — contact us within 7 days of delivery with a photo. We'll send a replacement or issue a refund, whichever you prefer. No return required.
Subscriptions
You can pause, adjust, or cancel your subscription anytime through your account portal. Cancellations must be submitted at least 2 business days before your next scheduled shipment. Orders already processed cannot be cancelled or refunded unless they arrive damaged or qualify under the 30-Day Clean Routine Guarantee on a first order.
Before you reach out
Some things that look like product issues are part of a normal transition. A faint grain scent on day one disappears within 48 hours. A little extra dust at the very bottom of the bag is from handling and shipping — the rest of the bag performs as expected. If your cat is adjusting slowly, our 5-day transition guide is the fastest fix.
If it still isn't working after that, reach out — that's exactly what the guarantee is for.
To start a refund or report an issue
Email us at support@catskills.co with your order number and a brief note on what happened. We'll respond within 1–2 business days.
Your cat will still judge you. Just not for asking for a refund.