Shipping policy
Where we ship
We currently ship only to the contiguous 48 United States, including Washington, DC. We do not currently ship to Alaska, Hawaii, U.S. territories, or international destinations.
Shipping charges
Castle shipping is calculated at checkout. Replacement cardboard orders of $1 or more qualify for free shipping within our supported shipping area.
Founders Edition castle preorders
Castle preorders are estimated to ship 3–4 months after you place your order. Full payment is collected at checkout. Carrier transit time is additional.
The shipment estimate provided when you placed your order applies to that order. Changes to estimates for new orders do not change your original shipment window.
Preorder cancellations
You may cancel your castle preorder before shipment for a full refund, including applicable shipping charges and taxes for the canceled order. For a partial cancellation, we review the shipping charges, taxes, and discounts attributable to the canceled items while retaining the remaining items.
Sign in using your checkout email and the verification code emailed to you, then select the eligible items. Requests are reviewed manually. Submitting a request does not immediately cancel your order or issue a refund.
Shopify sends the applicable confirmation when your cancellation or refund is processed. If the account option is unavailable, contact hello@kittybricks.com with your order number. If your order has not shipped but the account no longer offers a request option, contact us for help.
After shipment, the Returns & Refunds policy applies. Nonrefundable original shipping on change-of-mind returns after delivery does not reduce the full-refund promise for eligible preorder cancellations before shipment.
Production delays
If we cannot meet your original shipment window, we will email you before that window expires. The notice will give a revised shipment date, or explain that a revised date is not yet available. It will explain your options to accept the delay or cancel for a full refund, the response deadline, and what happens if you do not respond.
We will request affirmative agreement when required; silence is not agreement in those cases. If you decline the delay, or do not provide required agreement by the stated deadline, we will cancel the affected unshipped items and issue the applicable refund. Your right to cancel a castle preorder before shipment continues during a delay.
Replacement cardboard orders
Cardboard purchased separately ships immediately. Cardboard ordered together with a castle ships with the castle and follows that castle’s preorder shipment window. Carrier transit time is additional.
Cardboard subscription billing, future deliveries, and subscription cancellation follow the subscription terms shown at purchase. Canceling a castle order or item does not automatically cancel a separate cardboard subscription.
Tracking and shipping problems
Shipment confirmation and tracking information are sent by email through our fulfillment system when a shipping label is created. A label notification does not mean the carrier has received the package; check tracking for carrier acceptance and progress.
For damaged, missing, or incorrect shipments, contact hello@kittybricks.com with your order number and a description of the issue. Photos can help us assess damage, but contact us even if you cannot provide them. See our Returns & Refunds policy for more information.