XXL Stainless Steel Litter Box with Pull-Out Drawer

1. Where do you ship to?

We currently ship to the following countries and regions:
United States, Germany, Italy, Netherlands, Poland, Spain, Sweden, United Kingdom, Canada, Australia, Belgium, France

All orders are shipped from local warehouses within or near these regions.

Orders are typically delivered within 3–5 business days after dispatch.
Delivery times may vary slightly depending on your location, local carrier operations, or peak seasons.

2. How can I track my package?

After the package is sent, you will receive a confirmation email. You can see your tracking number in the email(Sometimes in the Spam box), please use the tracking number to check (you can use 17track.net or other websites). or follow the guide for tracking orders.

3. How long will my order take?

It depends on where you are. Deliveries can take anywhere from 3-5 days. For such a high-quality and beautiful product, it is very worth the wait. You will not be disappointed! Delivery details will be provided in your confirmation email. please check the Shipping Policy.

4. Why is my package not shipped yet?

Under normal circumstances, your order will be packed and handed over to the transporter for transportation within 48 hours after placing the order. After shipment, you will receive a shipped email notification. If the product you ordered is sold out, it may be out of stock. If a product is out of stock, our customer service team will contact you by email as soon as possible to exchange or refund. In this case, our warehouse will prioritize packaging and shipping the items in stock in your order.

5. Why does it say that my order has been fulfilled /Delivered, but I haven't received it yet?

Usually, your order will be sent out from the warehouse for inspection and packing within 48 hours after you place the order, at the same time, your order email will be synchronized to receive the order has been shipped by email, you can log in to the personal center to view the order logistics single number and parcel dynamics, the order has been fulfilled /Delivered means that your order has been successfully delivered to your location. If you find that you have not received it, please take a close look at the inbox near the package, if not, please contact us, and we will assist you in urging the logistics carrier to see. Please Check the Order Tracking Page.

6. How do I change or cancel my order?

We know how important your order is, so we aim to fulfill orders as quickly as possible. Please note that we can help you modify your order before shipment. It includes changing the size or the color of an item, removing an item, and changing your shipping address. While we cannot cancel or change an order once it has been shipped, you are welcome to return the item to us by our Returns.

7. My order was confirmed, but I just got an email that states I received a refund, what does this mean?

The item(s) you ordered was so popular that between the time you placed the order and when we processed it, the item sold out.

8. I placed an order two weeks/a while ago and just realized I’ve been getting several emails and missed calls from Bartuke, what’s going on?

In the event we need to verify your order or need to contact you regarding your order, we will email you with further instructions. If we are unable to reach you after 7 days, your order will be canceled and your original form of payment will be credited with the full amount of your order (less any discounts used when placing the order). If you used a coupon for your order, a new coupon will be issued for that portion of your payment.
Helpful Hint: If you receive a message from Bartuke, please contact us as soon as possible to avoid having your order canceled.

9. Why was my order canceled?

There may be several reasons why your order may have been canceled:
If you ordered a single item and we are unable to fulfill the order due to either (1) being out of stock or (2) an unexpected delay in our ability to replenish the item promptly, your order will be canceled and your original form of payment will be credited with the full amount of your order (less any discounts used when placing the order). If you used a coupon for your order, a new coupon will be issued for that portion of your payment.
• In some cases we are unable to verify the billing information that was entered into the order. If the billing address does not match with what the credit card issuer or bank has on file, the order may be automatically canceled. If your order has been canceled for this reason, please contact your credit card issuer or bank to verify that the billing information is correct. Once updated, please create a new order using the correct billing address.
• If our Customer Service Team has attempted to reach you regarding an order and has been unsuccessful in contacting you after 7 days, your order will be canceled and your original form of payment will be credited with the full amount of your order (less any discounts used when placing the order). If you used a coupon for your order, a new coupon will be issued for that portion of your payment.

10. How to get a discount or use a code? Can I use multiple discount codes for an order?

You can view promotional discount codes and promotions through the pop-up window or by viewing the poster and the top bulletin board. Then you can add the items you like to the shopping cart, and click checkout, the page has: ''AppLy', where you can enter your code and click apply. Please Note: Only one discount code can be used for one order.

11. I placed an order, but never received a confirmation email. Why is this?

If you do not receive an email from Bartuke within 24 hours of placing your order please check your email address on file whether it is correct. If you still need assistance, Please Contact US by email: bartukeofficial@gmail.com

12. OOPS！ I was so excited to place my order that I forgot to use my code. How to do?

We understand that these things can happen. The good news is that you can use your code for your next order. Orders that have been placed cannot be changed.

13. Received a damaged item, what should I do?

Take photos of broken or faulty goods, keep the packaging, and contact us the first time to verify the treatment.

At Bartuke, customer satisfaction is always our top priority. We hope you love what you've purchased! But just in case you're not 100% satisfied, our after-sale customer service (email address: bartukeofficial@gmail.com) is always here for you! Just feel free to contact, and your email will be replied to within 24 hours ( except weekends).

Returnable items

Items that can be returned / refunded or exchanged follow the criteria as below:
Faulty items damaged/broken, or soiled upon arrival.
Items received in the incorrect size/color.

15 Days No Reason Return
If you are not satisfied with your purchase, and the product is still in brand new condition, we can arrange the refund of the item price. You will be responsible for paying the return shipping fees.
Please contact us (email address: bartukeofficial@gmail.com) within 15 days of the order being received.

Return Conditions

We only accept returns within 15 days from receiving the order.
Items returned must be in their unused condition with the original packing. We do not accept a returned item that’s used, damaged, washed or altered in any way.
All returns must first be approved by our Customer Service Team. We do not accept returned items that were sent back by you directly without checking with us first.

Process of Return & Exchange

Get in touch with our After-Sale Customer Service by sending us an email to bartukeofficial@gmail.com. Ask for permission of returning and refund according to our policy stated. If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package.
Please tell us your order number. You can get the order number from the order confirmation email. The order number always starts with BE, like BE1001.
Please tell us why you dissatisfied with the items.
Please send us the photo of the wrong items with SKU number which paste on the packaging box under the barcode.
Please send us the photo that shows us where the product is damaged, and if the items you received in the incorrect size/color, just do the same thing.
Place the item(s) in the original packing and seal the parcel securely.
Choose the postal service to send back your return package. (Please kindly use a postal service that is trackable. In the event of package loss or package damage during transit, we will not be responsible in such cases. Therefore, we recommend adding insurance to your returned package to secure its safekeeping.)

Returns will be processed within 7 days upon receipt of your package.
No restocking fee to be charged to the consumers for the return of a product

Return Shipping Fee

The return shipping cost is covered by us if it has been proven to be provided in error by our company, including wrong items sent by us, quality problems and other reasons which accepted by our customer services team. Once we receive the items, we will offer compensation or resend a replacement.
If you ordered an incorrect size, product or simply want to exchange the item, we can also allow a return. You are responsible for the shipping fee, and we will refund the original product cost upon receiving the returned item. All shipping fees are non-refundable.
We do not accept packages returned using C.O.D. service.

Refunds

Refunds will be processed within 7 days upon receipt of your package. Regarding the return and exchange, we promise not to charge a handling fee. We offer a full refund on any items that are found to be faulty or damaged due to our fault refund will be given if the product is damaged or faulty due to the customer's cause.

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 3-5 working days.

If you haven’t received the refund within 3~5 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us at bartukeofficial@gmail.com.

Canceling Orders

If you want to cancel the order, please contact us in time within 24 hours after your purchase. If your payment has finished and the parcel has not been shipped out, you can cancel your order before your items are delivered. And we will refund full of your money. Orders can't be canceled once the parcel is shipped out.