If you’re missing order confirmations, delivery updates, or “out for delivery” notifications, don’t worry - there are a few common reasons this can happen, and most are quick to fix.
Here’s what to check first 👇
Why you might not be getting KatKin notifications
1. Your email address or phone number needs a quick check
This one’s more common than you’d think. If there’s a typo, old email address, or missing phone number on your account, our updates won’t always reach you.
What to do:
1) Log in to your KatKin account and double-check your email address and phone number. If anything looks off, update it and save your changes. Future updates will then land in the right place.
2) If you're not receiving the login code to your email address, we might have it spelt incorrectly on your account. Reach out to our Cat Experts with your full name, delivery address and the correct email address. We can correct this for you and make sure future emails get through.
2. Our emails are hiding in spam or junk
Sometimes emails from us can get a little lost and end up in your spam or junk folder, or accidentally get blocked altogether.
What to do:
Have a look in your spam or junk folder and mark any KatKin emails as “Not Spam”. If we’ve been blocked, remove the block so you don’t miss future updates. You can also add [email protected] as a contact in your email inbox.
If you gave us a home number during sign up, you can change this to a mobile number to get delivery updates by SMS.
Delivery notification questions
“Out for delivery” but nothing’s arrived yet
An “out for delivery” email means your box is scheduled to arrive that day - not that it’s already been delivered.
What to do:
Check the tracking link from your courier (DPD or Yodel) for an estimated delivery window. Using the courier’s app can help you keep an eye on things in real time.
If your box doesn’t arrive within the given window, get in touch and we’ll help.
Delayed courier updates
During busy times like holidays, couriers can run behind or send notifications later than usual. DPD’s 1-hour delivery window might also arrive closer to delivery than expected.
What to do:
Allow a bit of extra time during peak periods. If things seem unusually delayed, just let us know and we’ll look into it.
Quick checklist to stay in the loop
Double-check your email address and phone number in your account
Check spam or junk folders for KatKin emails
Mark our emails as “Not Spam” and remove any blocks
Add [email protected] as a contact in your email inbox.
Add a mobile number to receive SMS updates
Use courier tracking (especially DPD or Yodel) for live delivery info and enable delivery notifications in their app.
Make any order changes before midnight, three days before delivery
Still having trouble?
If you’re still missing updates after checking the above, our Cat Experts are always happy to help get things sorted.
We’ll make sure you and your cat don’t miss a thing 💚🐾