Frequently Asked Questions

Here you'll find a number of common questions regarding DreamKitty.com

Topics include shipping, return policy, to how you can be the first to now about new products. So read on, and find out more about DreamKitty.com! Please note: All prices are in US dollars.



Ordering


Q: I'm having trouble ordering. What do I do?
A: If you are having any trouble with your order, simply e-mail service@dreamkitty.com or send a fax to 905-305-6290 and we will help you place your order. Please provide the following information:
* Date and time problem occurred
* Operating system (e.g. Windows 95, Mac System 8.6)
* Browser (e.g. Netscape Navigator 3.0, Internet Explorer 4.0)
* If you have more than one browser installed on your system, please tell us which one you were using when the problem occurred, and list the other browsers installed on your system. It would also be helpful if you could include a detailed description of the problem, and mention any error or system messages that appeared.

Q: When are credit cards charged for an order?
A: Credit cards are not charged until the buyer's items are shipped from our warehouse. Exceptions apply to "PRE-ORDER" item(s) in which case credit cards will be charged immediately and payment is not refundable unless it is due to an error by DreamKitty.com or if the item(s) is damaged during transportation.

Q: Does DreamKitty.com charge sales tax?
A: Provincial laws require companies to collect sales tax from residents when merchandise is shipped to provinces where the company has established offices. The DreamKitty.com main office and warehouse operations are in Ontario; we are, therefore, required to collect sales taxes on orders shipped to locations in the Province of Ontario. GST will be applied to all orders in Canada.

Q: How do I return an item?
A: Please review our Refund and Exchange policy.

Q: Are your prices listed in Canadian or U.S. dollars?
A: DreamKitty.com’s prices are in U.S. dollars.

Q: I am a Canadian shopper, why do you not have prices in Canadian dollars?
A: Currently, DreamKitty.com operates in only U.S. dollars to make it easier for its international shoppers because U.S. dollars are considered to be a base currency for businesses worldwide.

Q: I am having trouble with my order. What can I do?
A: If you are having any trouble with your order, simply e-mail service@dreamkitty.com or send a fax to 905-722-5168 and we will help you place your order.

Q: I have an international order outside the US and Canada and am unsure where to enter my State/Province in the shipping and billing section. Where do I enter this?

A: For International orders outside the US and Canada, enter your state or province in the field for 'Other State/Province', NOT in the 'State/Province' dropdown list for the US and Canada only. Do not make any selection in this dropdown list. Please see the window below.

international state/province



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Payment

1.What are my payment options?
2.Is my credit card safe?
3.When are credit cards charged for an order?

Q: What are my payment options?
A: We currently accept Visa, Master Card, and American Express, and we may accept other cards in the near future. We also accept payment via Pay Pal for those who like the convenience of this service. Depending on your geographic area, you will have different payment options available to you. Please be assured that our systems are secure and customer information is kept private by DreamKitty.com. We are unable to accept payments by cash or personal check.

Q: Is my credit card safe?
A: Yes. DreamKitty.com servers use Secure Sockets Layer (SSL), an encryption technology that works with Netscape Navigator, Microsoft Internet Explorer and AOL's browser so that only DreamKitty.com computers read a buyer's personal information. You will notice that when completing your purchase (checkout process) that you will enter our secure server at secure.dreamkitty.com. To verify, look to the bottom right hand corner of your browser where a small padlock will appear which will confirm our certificate.

Q: When are credit cards charged for an order?
A: Credit cards are not charged until the buyer's items are shipped from our warehouse.


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Returns

1. How do I return an item?
2. I read your return/exchange page. Can a returned item be credited back on the credit card? Or store credit only?

Q: How do I return an item?
A: Please review our Refund and Exchange policy here.

Q: I read your return/exchange page. Can a returned item be credited back on the credit card? Or store credit only? Do you take American Express?
A: Currently, we accept payment via VISA, Master Card and AMERICAN EXPRESS. All returned items will receive a store credit.


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Shipping

1. What countries do you ship to?
2. I am planning to order a DreamKitty.com item. How long does that normally take?
3. Why is the shipping cost higher for certain regions that others?
4. Is there a standard shipping cost?
5. Can I ship to a P.O. Box?
6. How do I determine the shipping cost of my item(s)?


Q: What countries do you ship to?
A: We ship to the USA, Canada, and a number of international countries. Click on the list below to find out where we ship.

Q: I am planning to order a DreamKitty.com item. How long does that normally take?
A: These are the options available to our customers:

Shipping & Handling to US/Canada: 5-7 days
Shipping & Handling to US/Canada: 3-4 Days
Shipping & Handling to US/Canada: 1-2 Days
Ship to Alaska / Hawaii / Puerto Rico in 1 to 4 days
Ship to Europe / Asia / Mexico in 3 to 5 days
Ship to Australia / New Zealand in 3 to 5 days
Ship to Latin America / Middle East / Africa / Russia in 3 to 5 days

*Shipping rates are in US dollars. All shipping days are business days (weekends and holidays are not included).

Q: Why is the shipping cost higher for certain regions than others?
A: DreamKitty.com is based out of Toronto, Ontario in Canada. In order to ship internationally, as well as to ensure that you receive your order we are highly selective in our shipping methods. Normally, orders which are shipping to countries outside North America are subject to import duties so we try to make it simpler for you to be able to shop at DreamKitty.com.

Q: Is there a standard shipping cost?
A: No, this is not available. Our shipping charges are based on the weight of your order.

Q: Can I Ship to a P.O. box?
A: If a P.O. Box, APO, or FPO address is entered as a shipping address, the package will not reach its destination. Therefore, please ensure you enter an address where a person will be able to receive the package. For example, home or work address.

Q: How do I determine the shipping cost of my item(s)?
A: As you are looking at your item, click on the button 'Add to Cart' which will direct you to 'Basket Contents'. Click 'Checkout' which will direct you to 'Checkout: Customer Information'. Fill in the required fields for shipping and billing. Then click 'Continue' which will direct you to 'Checkout: Shipping/Payment Selection'. Select from the options in the drop down menu 'Ship Via' and the shipping cost will be listed there. You can also click 'Continue' which will direct you to 'Checkout: Payment Information'. Here you will find the price, shipping cost, and sales tax listed as well as the grand total.


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Products

1.There is an item I am trying to locate. How can DreamKitty.com assist me with this?
2. I am a very big fan of Hello Kitty and friends. Where can I learn more about these adorable characters?
3. Can you please inform me when DreamKitty.com gets in new products?
4. How do I purchase gift certificates from your store?
5. How do I find out more about each product?
6. Does DreamKitty have any retail store locations?

Q: There is an item I am trying to locate. How can DreamKitty.com assist me with this?
A: If you have a picture and/or manufacturer’s number, please send it to us via e-mail or fax and we will consider adding this product to our family in the future.

Q:I am a very big fan of Hello Kitty and friends. Where can I learn more about these adorable characters?
A: DreamKitty aims to bring the latest Hello Kitty and friends news and products from Japan. If you are interested in learning more about Hello Kitty, Rilakkuma, Totoro, Doraemon, Monchhichi, Domo-kun, Kutusita Nyanko, Monokuro Boo, Tare Panda, Kuromi, Snoopy, Elmo, Winnie the Pooh, Lilo & Stitch, or Curious George please visit their character pages. Also, browse through all our fantastic categories and discover the latest and cutest Japanese toys available.

Q: Can you please inform me when DreamKitty.com gets in new products?
A: Please subscribe to the DreamKitty.com e-mail club on our homepage at www.dreamkitty.com and you will be kept up to date of all the new arrivals with our newsletter DreamNews.

Q: How do I purchase gift certificates from your store?
A: To purchase a gift certificate from our web site, please visit the gift certificate section of our store. Choose the amount that you would like to give as a gift, and add it to your basket. Click on Checkout, and sign-in to your account if you have not yet done so. When you get to shipping method, choose $0 for E-mail Delivery. Enter your payment method and finish the order process. Once your order is received by our Order department, we will send an e-mail to the person you entered in the Ship To department. They will receive a code to use to redeem the amount you purchased, however they will NOT receive any paper certificated by mail. This is an E-MAIL DELIVERY only item.

Q:How do I find out more about each product?
A:Each product description includes a general description of the product, size, weight and price.

Q: Does DreamKitty have any retail store locations?
A: At this time, Dream Kitty does not have any retail store locations.


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Why Shop at DreamKitty.com?

DreamKitty.com launched in 1999 as an e-commerce site to provide people across the globe with the best animation character products. With the ever-increasing number of online retailers, it can be a bit hard to figure out why you should spend your hard-earned money on one site and not another. DreamKitty wants you to know why DreamKitty.com is your ideal solution when it comes to buying the latest, best quality animation character products!

Top 10 Reasons to Shop at DreamKitty.com

1. Simple and easy shopping process. DreamKitty.com takes the hassle out of shopping. There are no crowds or line-ups. Browse through the catalogues or search for a particular item. See something you like? Simply add it to your shopping basket, and when you are ready to pay, click on the "Check Out" icon. Need a little more help? No problem! We have step-by-step illustrated instructions for how to shop with DreamKitty.com. It really can be this easy!

2. Secure transactions, always. DreamKitty.com uses standard SSL encryption on all its online credit card transactions. Third parties are prevented from gaining access to your private personal and financial information. We are a Secure Site, meaning that we use the strongest, most reliable security measure for web commerce. We also guarantee you that your credit card will be charged when your order is shipped and not before. If you find that an unauthorized charge from DreamKitty.com has been made to your credit card or PayPal account, contact us with the details and you will not have to pay anything.

3. Reliable, on-time worldwide delivery. DreamKitty.com ships to all corners of the globe, including Canada, the United States (plus Alaska, Hawaii, and Puerto Rico), Mexico, Australia, New Zealand, Russia, and several countries in Latin America, Europe, Asia, the Middle East and Africa. Orders are usually processed within 24 hours of being received. Then we carefully pack the order and use reputable and reliable express carriers. This enables us to ensure that your packages arrive on time, usually delivered to you in less than 7 business days.

4. Genuine and authorized products. You won't spend your money on an expensive knock-off at DreamKitty.com. We only sell genuine authorized products coming straight from the character's original makers or licensed manufacturers.

5. Unique and exclusive products. DreamKitty.com offers you a wide selection of the latest unique, hard-to-find items, many which are limited editions. Many of our products come straight from Japan/Asia and are very difficult to find in other markets. With DreamKitty.com products you can stand out from the crowd and find something as original as you.

6. Competitive prices. DreamKitty.com products are competitively priced and significantly discounted from specialty retail stores. We also have many items on sale and since our product line-up is updated several times a month, you can be sure you will find something you can afford and love.

7. Awesome promotions. DreamKitty.com likes to recognize its customers by providing them with great promotions. Every now and then, we will offer special discount coupons or we will hold hot contests and giveaways. It is the least we could do to say thank you for your patronage!

8. Great gift giving options. Buying gifts for the special people in your life is easy with DreamKitty.com. We categorized our product catalogue to make it easy for you to find the right gift, no matter what the occasion. Upon your request, we will hide the invoice amount of your gift. We also offer an optional gift wrapping service for your orders. Your gifts can be beautifully and professionally packed by a DreamKitty.com team member, truly giving you the ultimate gift-buying experience. Upon your request, we will also hide the invoice amount of your gift.

9. Amazing customer service. DreamKitty.com prides itself on the quality of customer service it provides. The DreamKitty.com team is always available to answer your questions and concerns. Whether by email, phone, fax, or regular mail, we will try to promptly answer you. Our team can answer your concerns in English, Chinese Mandarin, and Japanese. We also welcome any comments or suggestions you may have to make the DreamKitty.com experience even better. We are here to serve you!

10. A conscientious community member. As a member of the global community, DreamKitty.com believes in doing all we can to protect our world and help those in need. We use recycled paper boxes for all our shipping to protect the environment. We are also starting to take up partnerships with reputable charities to donate portions of our sales. You can check out our participation with the SickKids Foundation in our Press Release section.

So, there you have it, the top 10 reasons to shop at DreamKitty.com. Don't just take our word for it! Come and try out the best online shopping experience around, the DreamKitty experience!

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