Shipping

At House of Catena, we recognize that when an item is purchased from our store, swift delivery is essential. That's why we handle each order with precision and promptness—from processing in Virginia to arrival at your doorstep—ensuring that nothing gets in the way.

This Shipping Policy covers our destinations, processing timelines, delivery estimates, fees, and steps for any transit hiccups. By ordering, you accept these guidelines.

Shipping Carrier

We ship worldwide via USPS First-Class Mail from our Virginia facility. Select countries appear at checkout; if yours isn't listed, shipping isn't available yet.

Processing Time

Orders process within 1–2 business days, excluding Saturdays, Sundays, January 1, August 15, November 1, December 8, and December 25. Placements on those days shift to the next business day. You'll get a tracking email once shipped.

Delivery Timeframe

Domestic U.S. deliveries typically arrive in 3–7 business days. International shipments take 7–21 days, varying by customs and local services.

Shipping Fees

Shipping costs $7–$30 based on location and display at checkout. Orders over $75 qualify for free shipping within the contiguous U.S.; additional fees apply to Alaska, Hawaii, or remote areas.

For global orders, duties, taxes, or customs charges aren't included and fall to you upon receipt. We can't estimate or cover them—check your local customs for details.

Incorrect Addresses

Enter accurate addresses at checkout. Errors leading to undeliverable packages mean no refunds or reships; if caught pre-shipment, email us immediately to attempt fixes, though printed labels lock in details.

Undeliverable returns (invalid addresses, refused, or unclaimed) yield product refunds minus shipping once inspected—no reshipment.

Missing Package

If tracking shows "delivered" but your package is missing, wait 1–2 business days, search nearby, and check with neighbors. Then, contact us within 7 days of the scan with your order number for investigation. We're not liable for confirmed deliveries or theft without proof.

Delays

For delays beyond 15 business days, reach out—we'll probe with USPS. Weather, holidays, or customs can extend times, but we prioritize quick resolutions.

Damaged Arrivals

Email shop@houseofcatena.com within 7 days with order number and photos of item, label, and packaging for replacement eligibility. Late or photo-less claims may not qualify.

Missing contents? Notify us within 7 days, detailing the shortfall with box photos. We'll verify packing and correct it promptly.

Contact Us

For delivery queries, email shop@houseofcatena.com within 7 days of expected arrival, including your order number. Our team responds swiftly to keep your relief on track. Late contacts risk ineligibility.

Policies Relating to Made-to-Order Products (All Apparel)

We want to make sure you love our products, and quality is guaranteed. If there is a print error or visible quality issue, we'll replace or refund it. For any quality issues, be sure to provide clear photos of the products on a flat, well-lit surface and include this in your email to us at contact@support.houseofcatena.com. This quick and simple step will help us provide a speedy resolution.

Because products are made to order, we do not accept general returns or sizing-related returns. 

Please read below for more details:

Cancellations

Product Orders Cancellation Policy

All of our products under the Apparel Section/Menu of our store are made to order, especially for you. If you wish to cancel or amend your order, please use the link provided in your confirmation email. You can edit your order at any time before it goes to production.

Once your order has gone to production, you may be eligible for a replacement/resolution, depending on the situation. After you’ve received your order, you have 30 days to address any quality issues. 

Donations and Tips Cancellation Policy

Please note that donations and tips are non-cancellable and non-refundable. Once you have completed your checkout for donations or tips, we cannot cancel or refund it. 

Damaged/Quality Issues

For the fastest resolution, please include a photograph demonstrating the quality issue of the print or the damaged area of the item, along with your order number. The most optimal pictures are on a flat surface, with the tag and error clearly displayed.

Please email us with these details at contact@support.houseofcatena.com.

Refunds Policies

Product Orders Refund Policy

Because products are made to order, we cannot issue refunds, returns, or exchanges for orders except for those with quality issues. Orders are non-refundable unless they meet these requirements and you provide support with a photograph demonstrating the quality issue. 

PayPal: Any refunds processed will show back up in your PayPal account balance within 24 business hours.

Credit Card: Any refunds processed via your credit/debit card will show back up in your bank account within 7 to 10 business days, depending on your bank.

Donations and Tips Refund Policy

Donations and tips are non-refundable. Once you have completed your checkout payment, we cannot cancel or refund your donation or tips. 

Accepted Payment Methods

We accept payments via credit/debit cards, PayPal, Google Pay, Apple Pay, and, depending on your location, we also accept Klarna/AfterPay and local payment methods. 

International Orders

International orders may be subject to import taxes, duties, and other customs charges. The charges vary by country, and at this time, we are unable to calculate them in advance. For more information regarding your country’s customs policies, please contact your local customs office. If such a fee indeed gets imposed on your package, you are responsible for its payment.

Merchant of record

Orders are handled by our Merchant of Record and merchandising partner, Fourthwall.com, who handle order-related inquiries and returns.