FAQ

Where is my parcel?

If you have placed an order online, please view our Delivery Times to get a rough idea of when you can expect your parcel. If you have ordered during a sale period, there may be delays due to higher than usual order volumes.

Once your parcel is shipped, you will receive a confirmation email from us as well as an email from Shippit with your tracking information.

We appreciate your patience and understanding.

 

Why is my Member 10% Discount not applying?

To receive your Member 10% Discount, you will need to log in. If you do not have an account, you will need to create one using all the details from your membership MyCATs account. If these details are not the same as your MyCATS account when your account is created, your membership status will not be recognised, and you will not receive the discount.

If you have created an account and you are not receiving the correct discount, it may mean the details you have entered do not match your MyCATs account. You will need to edit this information to correct the error.

If you need to make an urgent order and the discount will not apply, feel free to contact the Cats Shop on (03) 5225 2339 and place an order over the phone while the issue is being resolved.

 

Can I post to a PO Box or Parcel Locker?

No. As we currently send our mail through Toll Priority, who do not deliver to PO Boxes, we do not offer this service.

If you have entered a PO Box as your delivery address, please email us at merchandise@geelongcats.com.au to inform us of your residential address.

 

Can the Cats Shop put items on hold?

Yes, Cats Shop staff are able to hold products for no longer than one week.

If you are unable to come in and collect/purchase your items, please let us know.

If you do not come in to collect/purchase your item after the week, your item/s will be placed back onto the shop floor.

 

Can I place an order over the phone?

Unless there are unique circumstances preventing you from being able to complete your purchase online, we would prefer your order be placed through our online store.

Please note that these orders will not generate an immediate receipt – you will receive your proof of purchase once your parcel arrives. You will also not be issued an order number; your name will be the reference to your order.

If you are able to place your order online, we encourage you to do so. This eliminates any confusion over the products you are purchasing as you have a visual guide of what you’re purchasing on our online store.

 

Can I get an item signed by a player?

Due to the high volume of requests we receive, we are unable to facilitate signatures from players.

We can only advise customers to attend any organised Open Training Sessions* or by visiting the club, you have a chance of meeting a player coming too or from training.

If you would like to have a product signed for a charity function or raffle, please contact community@geelongcats.com.au

*Due to COVID-19 no Open Training Sessions have been organised. We look to having dates available once the pandemic eases.

 

What happens if I don't like my product once it arrives or it doesn't fit?

The Cats Shop are more than happy to accommodate for 'Change of Mind' returns or exchanges, however the customer is expected to cover the postage costs for the return - you will receive a Return/Exchange form, follow the instructions to organize the return of your product.

An exception to this is if the item you have received is damaged, faulty or the incorrect item was sent to you. If this occurs please email us at merchandise@geelongcats.com.au and provide images of product. We will then be able to organise a free return or replacement product.