Need help? Contact the Kittysum team by email or with the form below. We answer questions about products, orders, shipping and returns, and we aim to reply within 2 business days.
How to Contact Kittysum
| Method | Details |
|---|---|
| 1527056290qq@gmail.com | |
| Contact form | Use the form on this page |
| Support hours | Monday to Friday, 9:00 a.m. to 5:00 p.m. Eastern Time, excluding holidays |
| Reply time | Within 2 business days |
| Business location | China |
What to Include When You Contact Us
A complete first message helps us answer faster, because we can skip follow-up questions. So please include the details that match your question:
- Existing orders: include your order number, as well as the email used at checkout.
- Shipping and tracking: add your order number and also the tracking number.
- Returns: your order number, the item and the reason.
- Damaged or wrong items: send clear photos, especially of the item and the box.
- Product questions: the product name and what you want to know.
Before You Contact Us
Many answers are already on our site. For example, start with the page that matches your question:
- Taurine FAQ: what taurine does and how to use it.
- Shipping and delivery: times, costs and tracking.
- Refunds and exchanges: the 30-day return process.
- Why Kittysum: our approach and promises.
What Our Team Can and Cannot Help With
Our team can explain our products, labels, orders, shipping and returns. However, we cannot diagnose or treat your cat, because customer service is not veterinary care. So if your cat seems unwell, please contact your vet. The AVMA pet care pages also explain when a vet visit is needed.
Urgent Pet Health Questions
If your cat may have eaten something toxic, call your vet or an animal poison line right away. For instance, the ASPCA Animal Poison Control Center offers 24-hour help. Do not wait for an email reply in an emergency.
Feedback and Product Ideas
We also welcome feedback. For example, tell us what you like, what could be clearer on a label, or which guide you want us to write next. You can contact us anytime with ideas. Then we read every idea, and we use them to improve our products, pages and service over time.
Order Changes and Cancellations
To change or cancel an order, contact us within 12 hours of placing it. Include your order number and "Cancellation request" in the subject line. After an order ships, we can no longer change it, but you can still start a return.
Privacy and Your Messages
We only use the details you send to answer your message and handle your order. In addition, please never send card numbers or passwords by email. Read our privacy policy to learn more.
Common Questions
How fast will you reply? We aim to reply within 2 business days. However, replies can take a little longer around holidays.
Can I call you? At the moment, we offer support by email and the form on this page. That way, we keep a written record of your request.
Can you give dosing advice? We can point you to the serving directions on the label. However, for advice about your own cat, please talk to your vet, who knows its health history.
Where is Kittysum based? Our business and warehouse are in China, and we ship to customers worldwide.
Do you ship to my country? Checkout shows every destination we can reach. If yours is missing, please email us, and we will check.
Send Us a Message
Ready to contact us? Fill in the form below, or email 1527056290qq@gmail.com. We read every message, and we will get back to you within 2 business days.
