FREQUENTLY ASKED QUESTIONS

• COVID-19 Information - Online & In-store

  VIC Update: Our Regional and Metro Victorian stores remain open following Government directives, as we provide essential products, therefore we are grouped under "essential services". Click here for more information.
  
  Due to the evolving situation, we recommend checking your Local State Government website at www.australia.gov.au for the latest information around COVID-19.

  Delivery

  We're still delivering!. We’ve made necessary adjustments to our processes so our teams can operate safely while fulfilling your orders. Due to extended COVID-19 lockdowns and high parcel volumes, there may be delivery delays. Click here for more information.
  
  

  Returns & Exchanges

  We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30-day returns & exchanges policy remains, but we won't count the days those stores are closed.

  
  Please see below for our COVID-safe plan.
  
  

  Hygiene and social distancing measures

  To help make our store safer, we’ve introduced a COVID-safe plan to help us maintain an appropriate distance from each other while in our store. We will review and adapt these in-store measures as the environment evolves.

  Mandatory QR code check-in

  Some states have mandated QR code check-ins via the official Government App. Please refer to your local state government for more information (Australia.gov.au).

  Mandatory face coverings in-store 

  Some states have introduced mandatory mask-wearing indoors. Please refer to your local state government for more information (Australia.gov.au).

  Click & Collect

  We offer Click & Collect to help you minimize your contact in-store. Click here for more information about our in-store safety measures. Please refer to your "Ready for Collection" email for your nominated store and head over to our store locator for your local store's trading hours. Alternatively, you can give the store a call to confirm trading hours before heading in. 

  Please see below for your state's Click & Collect service: 

  State	Click & Collect Service
  VIC	Contactless Click & Collect*

  *Please note, there are radius restrictions in place for some states. Please check for your nearest store before placing a Click & Collect order.

  Introduce a limit to the number of customers in-store at any given time

  Our stores will have signage displayed with the max capacity allowed in-store at any one time. If the store has reached capacity, the number of customers will be managed using a one in, one out policy. Shopping centres may also introduce capacity limits so we strongly advise checking on their websites before heading in.

  Maintain 1.5 metres apart from each other where possible

  Social distancing tape will be placed around our floors and seating areas. These can be found throughout the store as reminders, as well as areas where you may be required to queue.

  Use EFTPOS/Paywave/Tap n Go services available

  We strongly encourage you to use your card or phone to tap and pay instead of cash, whenever possible.

  Use sanitisation station upon entering the store

  Hand sanitiser will be available for all customers upon entry.

  Regular cleaning routines throughout the entire store

  We apply the highest standard of cleanliness and hygiene across our stores. We have increased the routine cleaning of frequently touched hard surfaces.

  Remove and put on your own footwear

  Our team will still be available to assist you with any sizing questions you may have, however they will maintain 1.5-metre distance to comply with social distancing. Our stores will have disposable try on socks and gloves available for customers.

  Training for team members on social distancing and additional hygiene measures

  All of our team members will be required to complete a training course.
  
  Thank you for playing your part in helping us practise social distancing. We appreciate your continued support as we work through this together.

  We hope to see you in-store or online soon.

  CAT.
  

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• How long does delivery take?

  Due to the increased impact of COVID-19, we are experiencing further delays in delivery times. In light of this, please anticipate a delay of 2 - 4 business days on top of our standard delivery times of 1 - 3 business days for metro areas and 4 -7 business days for rural areas. More information here.

  Just placed an order? Here's when you can expect its delivery:

  DELIVERY OPTION	DELIVERY TIME	ORDER OVER $100	ORDER UNDER $100
  Australian Metropolitan Areas	1-3 Business Days	FREE	$10
  Australian Rural Areas	4-7 Business Days	FREE	$10

  Orders can be delivered to residential and business addresses, parcel lockers, PO boxes and parcel collect locations. 

  Ordered more than one item?
  If you order more than one item, your items may be dispatched from different locations. You will receive a separate dispatch email and tracking number for each package sent to you.

  Important to note:

  1. Delivery times may vary during peak sale periods. Please allow an additional 2-4 business days on top of standard delivery times.

  2. Delivery services do not run on National or State Public Holidays. Please refer to Australia Post for more information.

  3. Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable external events (such as severe weather conditions) beyond the control of CAT.
  

  4. Australia Post has implemented strict cleanliness and social distancing measures to ensure safe deliveries for their customers and team. For more information, please click here.

   

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• Can I cancel my order?

  During working hours, please get in touch with a CAT Expert via Live Chat or call on 1300 020 375 and press option 2 once prompted. They'll do their best to try and cancel for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.

  If outside of working hours, please lodge an enquiry via Email. 

  We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time. 

  However, there is a small window from the time you place the order to the point it is ready to be shipped that we can try and cancel for you.

  Important to note: If your order has already been shipped then we are unable to make any changes. Once you receive your item(s), you can return them in accordance with our Returns Policy. 

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• Why didn't I receive all of my items?

  Don't worry if you've only received part of your order.
  

  We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over Australia!
  
  How does it work? 

  If your order has been split into two parts and one item is dispatched first, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because it's being fulfilled from separate warehouses which means different dispatch times. Due to this, your items will be delivered separately.

  Click here for ways to track your order.

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• What is your latest Returns & Exchanges Policy for online purchases?

  Please note that this policy applies to online purchases only. Please see our In-store Returns & Exchanges Policy for more information on purchases made in-store.  

  Updated as of 25/08/21:  We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.

  Need to return your items? We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging.
  
  

  3 Simple Conditions For A Successful Return
  

  RETURNED WITHIN 30 DAYS OF PURCHASE	ITEM(S) ARE UNWORN & UNDAMAGED	IN ORIGINAL PACKAGING AND CONDITION
  Item(s) were purchased in the last 30 days and proof of purchase can be provided.	Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached	Item(s) are in original packaging or shoebox in their original condition

  Important to note

  1. All online returns must be lodged through our Returns portal here. Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse
  2. Returns cannot be sent with the shoebox taped up, written on or exposed. Please use either the original postage bag or an inside out plastic shopping bag.* 
  3. Any item(s) that were not purchased from an authorised CAT store will need to be returned/exchanged at the original store of purchase. Please click here for more information.

  *We reserve the right to reject any returns that do not meet these requirements.

   

  Return Options

  	CREDIT CARD	PAYPAL	AFTERPAY
  RETURN ONLINE	Refund Available. No exchanges.	Refund Available. No exchanges.	Refund Available. No exchanges.
  RETURN IN STORE	Exchange, store credit or refund available.*	No refund available. Exchange available for size only.*	Refund available. No exchanges*

  Exchanges

  All online orders returned to our online warehouse will be issued a refund only. We do not offer online exchanges. If you'd like to exchange, please place a new order and return your existing item for a refund. Alternatively, you can visit our store for an exchange, provided you have met our return conditions.

  Online conditions

  • Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our team member to assist you.
  • Online purchases using PayPal can only be returned online for a full refund. PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. Please see our article on PayPal returns for more information.
  • Online purchases using Afterpay can be returned online or instore.

  Cost of returns

  You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.

   

  How is the refund processed? 

  Once you have sent your parcel back to our warehouse and we have received it, we will process your return within 2-3 business days. We recommend noting your Australia Post return tracking number, that way you can track your order and see when it reaches us.

  I paid with Credit Card: Once processed, the refund will appear in your account within 2-5 business days, depending on your financial institution. 

  I paid with PayPal: Once processed, PayPal will be in touch when they have finalised your refund/made adjustments to your account or payment schedule. 

  I paid with Afterpay: Once processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For more information, head to their website. 

  *Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.

   

  Faulty items

  If you believe you have received a faulty item, please do not submit a return as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.

   

  Third-Party & International Purchases

  Purchases made online from overseas distributors, outlets or third-party websites such as eBay cannot be exchanged, replaced or returned by CAT Australia; we advise you to contact the place of purchase for any warranty claims. We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.

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• What is your latest Returns & Exchanges Policy for in-store purchases?

  This policy applies to in-store purchases only. Please see our Online Returns & Exchanges Policy for purchases made online.

  Updated as of 25/08/21:  We're constantly checking Government updates and directives, so if an area, town, region, city or state lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.

  Need to return your item(s)? We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging.

   3 simple conditions for a successful return:

  • Item(s) were purchased in the last 30 days and proof of purchase can be provided.
  • Item(s) must be unworn & undamaged with original tags attached.
  • Items are in their original packaging (shoebox) and in original condition. Shoes & Apparel must be returned in their original, undamaged shoe box.

  In-store conditions
  In-store purchases cannot be returned or refunded to the online store at this point in time.

  Exchanges & store credit

  In-store purchases that are eligible for an exchange within 30 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our team to decide whether a full refund will be provided. 

  Credit notes are valid for 12 months. Credit notes must be presented at the time of redemption.

  Faulty items

  We will gladly accept returns for any faulty item(s) provided that it is a genuine manufacturing fault.

  Please check out this article for more information on in-store faulty assessments.

   

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• What is your size guide?

  All of our shoes listed on the CAT Australia website are by default in US sizes. If you need help with sizing, please check out our size guide for more information.

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