FAQ

Welcome to the Silkhighcat Help Center. Below you’ll find answers to some of our most frequently asked questions about ordering, payment, shipping, delivery, order changes, and after-sales support.

For personalized assistance, please contact our customer support team at silkhighwaycat@gmail.com and include your Order Number and the email address used during checkout.

Purchasing & Transactions

Applying Discount Codes

Add your desired Christmas, holiday, or seasonal products to your shopping cart and proceed to checkout.

On mobile devices, tap or expand the order summary section to locate the discount or promotional code field.

On desktop devices, the discount or promotional code field will generally appear alongside your order summary.

Please confirm that the discount has been successfully applied before completing payment.

Accepted Payment Methods

Depending on availability at checkout, our store may support secure payment methods such as:

• Apple Pay;

• Google Pay;

• PayPal;

• Visa;

• MasterCard;

• American Express;

• Diners Club; and

• Other supported credit or debit cards.

Available payment methods may vary depending on your location, device, browser, payment provider, and other checkout-related factors.

The payment methods displayed during checkout are the methods currently available for your transaction.

International Shipping Cost

Unless otherwise stated at checkout, we charge a flat international shipping rate of $5.99 USD per order.

Your final order total, including applicable shipping charges, taxes, discounts, or promotions, will be displayed before you complete payment.

Additional customs duties, VAT, import taxes, brokerage charges, or other destination-related fees may apply to international orders as described in our Shipping Policy.

Shipping & Delivery

International Delivery

Silkhighcat ships to customers in multiple countries and regions.

Depending on product availability and your destination, Christmas decorations, holiday gifts, seasonal décor, accessories, and other products may be dispatched from different fulfillment centers, warehouses, suppliers, or logistics partners.

The shipping origin of your order may differ from the registered business address of Mirthavia Inc.

Order Processing Time

Please allow approximately three (3) business days for order processing before your items are handed over to our shipping or logistics partners.

Orders placed on weekends or public holidays will generally begin processing on the next business day.

Processing times may occasionally be longer during peak holiday seasons or periods of unusually high demand.

Estimated Delivery Time

After your order has been dispatched, international delivery generally takes approximately 10 to 20 business days.

Actual delivery times may vary depending on:

• Destination;

• Customs processing;

• Carrier conditions;

• Seasonal demand;

• Weather;

• Transportation disruptions;

• Local delivery conditions; and

• Other circumstances outside our reasonable control.

All delivery timeframes are estimates and are not guaranteed arrival dates.

Tracking Your Order

Once your package has been dispatched, you will generally receive a shipping confirmation email containing your tracking information.

You may track your shipment through the applicable carrier’s official tracking service or through an international tracking service such as 17TRACK.

Tracking Has Not Updated

Tracking information may take approximately 24 to 72 hours after dispatch to become active or display updated movement.

Temporary periods without tracking updates may occur while packages move between:

• International distribution centers;

• Customs facilities;

• Transportation hubs;

• Local carriers; or

• Other points within the logistics network.

If your tracking information has not updated for more than seven (7) consecutive days, please contact us at silkhighwaycat@gmail.com and provide your Order Number and order email address.

Our customer support team may contact the carrier or logistics provider to request additional information.

Split Shipments

Orders containing multiple products may sometimes be shipped in separate packages to improve fulfillment efficiency.

If this occurs, you may receive different tracking numbers and separate shipping confirmation emails for each package.

Receiving only part of a multi-item order does not necessarily mean another item is missing.

Please review all tracking numbers associated with your order before contacting customer support.

Order Changes & Cancellations

Changing Your Shipping Address

Address correction requests should be submitted as soon as possible and preferably within twelve (12) hours after placing the order.

Please email silkhighwaycat@gmail.com with the subject line:

Urgent: Address Change

Please include:

• Your Order Number;

• The email address used to place the order; and

• The complete corrected shipping address.

We will make reasonable efforts to update the address before fulfillment begins.

However, once an order has entered processing, fulfillment, or shipment, we may no longer be able to modify the delivery information.

In some circumstances, you may need to contact the applicable carrier directly regarding possible delivery adjustments.

Changing Products in an Order

If you need to request a change to the style, color, quantity, or product selection in your order, please contact us as soon as possible.

Please use the subject line:

Urgent: Order Change

Include:

• Your Order Number;

• Your checkout email address; and

• A clear description of the requested change.

We will make reasonable efforts to accommodate your request, but changes cannot be guaranteed once processing or fulfillment has begun.

Cancelling an Order

You may contact us to request cancellation of an order that has not yet entered fulfillment or shipment.

Cancellation requests are not guaranteed and depend on the current processing status of the order.

Once an order has already entered fulfillment or been shipped, cancellation may no longer be possible.

If a cancellation request is approved after payment has been collected, the applicable refund will generally be returned to the original payment method.

Refund processing times may vary depending on your bank, card issuer, payment provider, or financial institution.

For additional details, please review our Buying Contract and Return & Refund Policy.

After-Sales & Product Support

Product Damaged During Shipping

If a Christmas decoration, holiday gift, seasonal décor item, accessory, or other product arrives damaged, please contact us as soon as possible and preferably within seven (7) calendar days of the confirmed delivery date.

Please email silkhighwaycat@gmail.com and include:

• Your Order Number;

• The email address used to place the order;

• Clear photographs or video showing the damaged item;

• Photographs of the packaging where relevant; and

• A photograph of the shipping label where possible.

Our team will review the information and assist you in accordance with our Return & Refund Policy.

Product Quality Issues

We make reasonable efforts to provide thoughtfully selected Christmas and holiday products.

If you believe your item has a manufacturing defect, please contact us and provide:

• A clear description of the issue;

• Clear photographs or video showing the problem;

• Your Order Number; and

• Your checkout email address.

Each claim will be reviewed individually based on the available information.

If the claim qualifies under our Return & Refund Policy, an appropriate resolution may include a replacement, partial refund, store credit where appropriate, or full refund.

Wrong or Missing Items

If you receive an incorrect product or believe an item is missing from your shipment, please contact our customer support team.

Please include:

• Your Order Number;

• Your checkout email address;

• Clear photographs of the products received;

• Photographs of the package contents where appropriate; and

• Any available shipping or tracking information.

Please remember that multi-item orders may sometimes be divided into separate shipments.

Before submitting a missing-item claim, please review all tracking numbers associated with your order.

Can I Return an Item Because I Changed My Mind?

Unless otherwise required by applicable law, purchases made through Silkhighcat are generally considered final.

We do not ordinarily accept standard returns or exchanges for reasons such as:

• Change of mind;

• Personal preference;

• Ordering the wrong item;

• Style preference; or

• Color preference.

However, qualifying claims involving manufacturing defects, transit damage, incorrect items, or other fulfillment issues may be eligible for review under our Return & Refund Policy.

How Long Do Approved Refunds Take?

If a full or partial refund is approved, it will generally be issued to the original payment method used for the purchase.

Please allow approximately 7 to 12 business days for an approved refund to appear on your account after it has been processed.

Actual processing times may vary depending on your bank, card issuer, payment provider, or financial institution.

Lost or Delivered Packages

What If My Package Is Confirmed Lost?

If the applicable carrier or logistics provider officially confirms that your package was lost before successful delivery, Silkhighcat may provide an appropriate resolution, such as a replacement or refund, in accordance with our policies and applicable law.

Please contact us at silkhighwaycat@gmail.com with your Order Number and order email address.

What If Tracking Says Delivered but I Cannot Find the Package?

If tracking shows that your package has been delivered, please first:

• Carefully check the delivery location;

• Check around entrances, porches, garages, or other safe locations;

• Ask household members or neighbors where appropriate;

• Review any delivery photographs or carrier notes;

• Check with building management, reception, concierge, or mailroom staff where applicable; and

• Contact the delivery carrier for additional information.

Where permitted by applicable law, Silkhighcat may not be responsible for packages that are lost, misplaced, or stolen after confirmed delivery.

However, you may still contact our customer support team so that we can review the available information and determine whether additional assistance may be available.

Account & Email Support

Missing Order Confirmation Email

If you have not received your order confirmation, please first check your:

• Spam folder;

• Junk folder;

• Promotions folder; or

• Other filtered email folders.

If you still cannot locate the confirmation, contact silkhighwaycat@gmail.com using the email address associated with your purchase whenever possible.

Please include any available order information so we can assist you.

Waiting for Tracking Information

Tracking information is generally sent after your order has been processed and dispatched.

Please allow approximately three (3) business days for order processing.

If your order has been dispatched but you have not received tracking information, please check your spam, junk, or promotions folders.

If you still cannot locate your shipping confirmation after a reasonable period, please contact our customer support team.

Customs, Duties & International Orders

Will I Have to Pay Customs Duties or Taxes?

International orders may be subject to customs duties, VAT, import taxes, brokerage charges, or other fees imposed by destination authorities, postal operators, or carriers.

Unless expressly stated otherwise at checkout, these charges are generally the customer's responsibility.

Because customs rules differ by country or region, we recommend checking with your local customs authority if you are uncertain about potential import charges.

Where Will My Order Ship From?

To serve customers in different countries and regions, Silkhighcat may fulfill orders through suppliers, logistics partners, fulfillment centers, or warehouses located in:

• North America;

• Europe;

• Australia;

• Asia; or

• Other international locations.

The shipping origin of a particular order may therefore differ from the registered business address of Mirthavia Inc.

Customer Support

For additional assistance, please contact us using the information below:

Brand: Silkhighcat
Operating Company: Mirthavia Inc
Email: silkhighwaycat@gmail.com
Phone: +1 (307) 200-2803
Company Address: 30 N Gould St, Ste R, Sheridan, WY 82801, United States
Website: https://silkhighcat.com
Business Hours: Monday – Friday | 9:00 AM to 6:00 PM (EST)

For faster assistance, please include your Order Number and the email address used to place your order.

For complete information regarding purchases, shipping, returns, refunds, and use of our website, please also review our Buying Contract, Shipping Policy, Return & Refund Policy, Privacy Policy, and Terms of Service.