FAQs
Thank you for visiting Fiestiva. Below are answers to some of the questions customers ask most often before and after placing an order. If you need additional assistance, our customer support team will be happy to help.
Product Information
What products does Fiestiva offer?
Fiestiva specializes in everyday essentials for cats. Our store currently offers products in three main categories:
- Cat Bowls
- Cat Water Fountains
- Cat Scratching Products
Our goal is to provide practical products that support your cat’s daily feeding, hydration, and natural scratching needs.
How do I choose the right product for my cat?
Each product page contains detailed information, product specifications, images, and descriptions to help you make an informed purchase.
Before placing your order, we recommend reviewing the product description, specifications, and available options carefully to ensure the product is suitable for your cat and meets your expectations.
Where can I find product specifications?
Product specifications are available on each product page.
Depending on the product, you may find information such as dimensions, materials, product features, and other important details that can help you make the right purchasing decision.
Orders & Payments
Which payment method do you accept?
Fiestiva currently accepts PayPal as the only payment method.
At this time, we do not accept debit cards, credit cards, bank transfers, cash on delivery, or any other payment methods.
When will my payment be processed?
Your payment is processed securely through PayPal at the time you complete your purchase.
Once your payment has been successfully authorized, your order will move to the processing stage. Orders with incomplete or unsuccessful payments cannot be processed until payment has been successfully completed.
Will I receive an order confirmation?
Yes.
Once your payment has been completed successfully, you will receive an order confirmation email containing the details of your purchase.
If you do not receive your confirmation email, please check your spam or junk folder before contacting our support team.
Can I change or cancel my order?
Yes. If you need to modify or cancel your order, please contact us within 24 hours of placing it.
If your order has not yet entered the processing stage, we will make every reasonable effort to accommodate your request.
Once an order has entered processing or has already been shipped, changes or cancellations may no longer be possible.
Shipping & Delivery
Where do you ship?
Fiestiva currently ships only within the United States.
We do not offer international shipping at this time.
How much does shipping cost?
We charge a flat shipping rate of $15 USD for all orders shipped within the United States.
Your shipping cost is displayed during checkout before payment is completed, so there are no hidden shipping charges.
When can I expect to receive my order?
Most orders are delivered within 5–7 business days.
This delivery estimate includes our 1–2 business day processing time and the 4–5 business day transit time provided by USPS.
Although we make every effort to deliver orders within the estimated timeframe, delivery may occasionally be affected by weather conditions, holidays, or carrier-related delays.
Why does order processing take 1–2 business days?
Processing begins after your order has been placed successfully.
During this time, we verify your payment, review your order details, prepare your products, package your shipment securely, and complete a final inspection before your package is handed over to USPS.
These steps help ensure that your order is accurate and ready for shipment.
How can I track my order?
After your order has been shipped, you will receive a shipping confirmation email containing your USPS tracking number.
Tracking information may require several hours to appear after USPS scans your package into its system.
What should I do if my tracking information hasn’t updated?
Tracking updates are controlled by USPS and may not appear immediately after your package has been shipped.If your tracking information has not updated after a reasonable period, we recommend allowing additional time for USPS to update its tracking system before contacting our support team.
Returns & Refunds
Can I return my order?
Yes.
We accept returns within 28 days of delivery for both defective and non-defective products, provided the return meets the conditions outlined in our Return & Refund Policy.
What if I change my mind after receiving my order?
If you decide you no longer want your item, ordered the wrong product, selected the wrong variation, or the product does not meet your personal preference, you may request a return within 28 days of delivery.
Please note that customers are responsible for the return shipping cost when returning non-defective products for personal reasons.
Who pays for return shipping?
If your return is due to a change of mind or another non-defective reason, you are responsible for the return shipping cost.
If your product arrives damaged, is defective, or you receive an incorrect item due to our error, Fiestiva will provide or cover the cost of the return shipping label.
Do you offer exchanges?
No.
We currently do not offer product exchanges.
If you would like a different product, you may return your eligible item in accordance with our Return & Refund Policy and place a new order separately.
How long does it take to receive my refund?
Once your returned item has been received and approved, your refund will be processed within 7 business days.
The time required for the refunded amount to appear in your PayPal account may vary depending on PayPal’s processing procedures.
How will my refund be issued?
All approved refunds are issued only to the original PayPal account used to complete your purchase.
For security reasons, refunds cannot be redirected to another PayPal account or issued through a different payment method.
Customer Support
How can I contact Fiestiva?
You can contact our customer support team by email or through our live chat.
Email: support@fiestiva.shop
When will I receive a response?
Our support team is available during Monday – Friday, 9:00 AM – 5:00 PM (GMT-4).
We strive to respond to all email and live chat inquiries within 24 business hours. Messages received outside business hours will be reviewed as soon as our support team becomes available.
Is live chat available?
Yes.
Our live chat feature is available 24 hours a day, 7 days a week, allowing you to leave a message whenever you need assistance.
Our customer support team reviews and responds to live chat inquiries during normal business hours.