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FAQs

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MOST FREQUENTLY ASKED QUESTIONS

1. Do you offer Gift Cards or Certificates

Yes, we do! Bad Kitty allows you to purchase a Gift Card for yourself or your friends. Choose from $25, $50, & $100 amounts and email them instantly to your friends.

2. How do I become a Brand Ambassador?

At this time we do not disclose our process for selecting Brand Ambassadors. However, we are VERY involved in the Pole Dance/Fitness Community World Wide and always have our eyes open and on the lookout for new Ambassadors to work with. Our best advice is to be your unique self, “get to know us” and tag us using #badkittypride so we can see how you use our PoleFit® products in your life ;) Hint: In many ways our Brand Ambassadors find us =^.^=

3. Where can I take Pole Dance & Fitness Classes?

Spin on over to PoleFitStudios to search for a pole dance & fitness studio in your area.

4. Why are you so Awesome?

Because we surround ourselves with awesome, inspiring and passionate people and those people are contagious with their awesomeness, and they infect us and we infect others and awesomeness just spreads everywhere..and because we work in the Pole Industry, it doesn’t get more awesome =^.^=

5. What are my international shipping options?

International orders can be shipped by either USPS or UPS. Although UPS is more expensive, they will provide you with full tracking from start to finish. USPS will only update you on the tracking once the package has been shipped and when the package is released by your customs office.

6. Do you ship poles internationally?

No, we do not ship poles internationally at this time. 6. What are my payment options?  Bad Kitty accepts debit and credit cards through Visa, MasterCard, Discover and American Express. We do not accept payments by Personal check, COD or Money Order.

ABOUT BAD KITTY

1. Do you have a physical catalog?
No, we do not print catalogs here at Bad Kitty. It is our way of reducing our carbon footprint.

2. How do I become a Brand Ambassador?
At this time we do not disclose our process for selecting Brand Ambassadors.  However, we are VERY involved in the Pole Dance/Fitness Community World Wide and always have our eyes open and on the lookout for new Ambassadors to work with.  Our best advice is to be your unique self,  “get to know us”  and tag us using #badkittypride so we can see how you use our PoleFit® products in your life ;)  Hint: In many ways our Brand Ambassadors find us =^.^=

3. I placed an order but did not get a confirmation email, did it go through?
If you placed an order and did not get a confirmation email you either did not enter your email address correctly or your email provider may have marked it as SPAM. First check your email address in your My Account section. If this is correct, next check your SPAM folder in your email account. At that point, if you still can not locate the confirmation email, please contact us.

4. I want to work at Bad Kitty® what should I do?
We are constantly expanding our business and always looking for the Best of the Best.  If you are interested in working for us you may submit a resume and cover letter to info @badkitty.com and it will be kept on file.  Being a strong Pole Dance/Fitness lifestyle brand those who are active in the pole community and active aerialists will be given top consideration.  Cover letters are weighed equally with education and experience.

5. What are your Customer Service Hours?

Our Customer Service hours are: Monday- Friday 9am-5pm (Arizona Time).Our Customer Service phone number is 1-800-494-1302. We are closed holidays and weekends.

6. Where can I take Pole Dance & Fitness Classes?

Spin on over to PoleFitStudios to search for a pole dance & fitness studio in your area.

7. Why are you so Awesome?
Because we surround ourselves with awesome, inspiring and passionate people and those people are contagious with their awesomeness, and they infect us and we infect others and awesomeness just spreads everywhere..and because we work in the Pole Industry, it doesn’t get more awesome =^.^=

ORDERING

1. Can I fax my order?
No. We do not use fax machines, Morse code or carrier pigeons.

2. Can I phone in my order?
Yes, just give us a ring at 800-494-1302. Please make sure to have the model numbers of the items you are interested in along with the color and size options if applicable. Coupons and gift certificates can not be applied to phone orders.

3. Can I pick up my order at a store or pole studio?
No, we do not have a physical retail location and can not allow for anyone to pick up their orders at our warehouse locations. If you would like to pick your order up at your local studio, you will need to contact your studio directly.

4. Can I place an order if I do not have a credit card?
If you do not have a major credit card, you can choose to pay for your purchase through Pay Pal ECheck. You MUST contact us in advance either via email or phone to make these special payment arrangements.

5. I haven't received my order. Who should I contact?
If we mailed you a shipping confirmation, please use the information in that email to track your package. If you still have questions, contact our Customer Service department at 800-494-1302.

6. I made an error when I placed my order, how can I fix it?
You may either give us a ring or shoot us an email, make sure to include your name, order number, contact information and what you would like us to fix.

7. What are my payment options?

Bad Kitty accepts debit and credit cards through Visa, MasterCard, Discover and American Express. We do not accept payments by Personal check, COD or Money Order.

GIFT CARDS

1. Can I email a Gift Card to a friend?
Yes, you can! Once you have selected the amount of the Gift Card you would like, check the box below to Send Gift Card to Friend. It will then ask you for your friends name, email address and let you write a personal message. Upon checkout a separate email will be sent to your friend with the gift card code. We also provide templates for Holidays, Birthdays and Thank You to choose from.

2. Do you offer Gift Cards or Certificates ?
Yes, we do! Bad Kitty allows you to purchase a Gift Card for yourself or your friends. Choose from $25, $50, & $100 amounts and email them instantly to your friends.

3. How do I check the balance & history on my gift card?

To check the balance on a Bad Kitty Gift Card login to My Account and select Gift Card. Here you will see all the transaction history for your Gift Card.

PRODUCTS

1. Why are some items pictured in a color that is not listed as an option?
Once upon a time this product was available in the color shown, but if it is not an option on the website this means that the color is sold out or discontinued.

2. Why are your products sold out?
As the Pole Dance/Fitness industry continues to expand so do we as a company. The demand for our products is very high, we manufacture and add new products to the site daily and many of these sell out within minutes of going live. Be sure to subscribe to our newsletter for advance notifications and check back often. Also, our PoleFit® Line is carried in Pole Studios around the world who carry stock and also have the ability to order any color, style or size for you so feel free to reach out to them as well.

3. Why can't I see a size option for the product that I would like?
If a product does not have a size option, these means that the product is "One Size". Our One Size fits a range from Size 0-8 respectfully depending on the body type.

INTERNATIONAL

1. How long will it take for my package to clear customs?
Customs Policies vary from country to country, please contact your local customs office for further information. Please be advised that customs clearance procedures are required and can cause delays beyond our original delivery estimates.

2. What about international taxes and duties?
Orders that are shipped to countries outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. Bad Kitty is not responsible for these additional charges. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs Policies vary from country to country, please contact your local customs office for further information. Please be advised that customs clearance procedures are required and can cause delays beyond our original delivery estimates.

3. What if I leave my package in customs?

If you choose not to accept your package and not pay the duties/taxes, Bad Kitty Inc. will decide to either abandon the package or pay to have it reshipped back to the United States. As a result all fees will be deducted from your purchase amount. In some cases you will receive no refund because the cost of the return could be more than or equal to your purchase. If Bad Kitty Inc. chooses not to accept the package back it will be abandoned and you will not receive a refund.

Packages that are shipped back to Bad Kitty will be subject to a 15% restocking fee. Once BadKitty has received the package back a refund will be allocated to the card used for the purchase minus 15% restocking fee on the products and you will not be refunded for any shipping costs.

4. Why don't I see any updates on my tracking information?
All International Customers are provided with a customs tracking identifier from USPS, normally starting with LJ or CJ. The tracking information on these orders are updated once the package has left the USA and is not updated again until the receiving country has released the package from customs.
For full tracking of orders from country to country, choose UPS as your shipping option.

5. What are my international shipping options?
International orders can be shipped by either USPS or UPS. Although UPS is more expensive, they will provide you with full tracking from start to finish. USPS will only update you on the tracking once the package has been shipped and when the package is released by your customs office.

6. Do you ship poles internationally?
No, we do not ship poles internationally at this time.

SHIPPING

1. Can I ship my order to someone at a different address?
Yes, orders can be shipped to a different address than the billing address. After you enter your billing address during checkout, you will have the option to enter a new shipping address (different than billing address).

2. How do I track my order?
Once your order has been shipped you will receive an email with the tracking or customs number. This email will also include the shipping company and a link to track the package. You may also login to your My Account and select My Orders. Here you will see a list of the orders that you have placed and choose View Order. Once the order has come to the screen, you will see a Track Your Order option.

3. How is the shipping cost determined?
Domestic US customers are offered a $9.99 flat rate shipping fee or FREE shipping with $75+ order. Free shipping is also provided to customers from the US whom order only PoleFit items. Free shipping is usually sent via USPS First Class Mail. Bad Kitty reserves the right to choose the shipping method.
International orders are based on the weight of the package and the destination.

4. How long will it take to receive my order?
Once your order is received it will take 36-48 processing time and 5-7 business days (DOMESTIC) or 6-10 business days (INTERNATIONAL) in shipping. International Customers please review our International FAQs for more detailed shipping transit times, customs/duties, & tax.

5. How will i know when my order is shipped?
Once your order has been shipped you will receive an email with the tracking or customs information.

6. When will my order be shipped?
Bad Kitty will process your order within 24-48 hours for domestic orders and 48-76 hours for international. This is an approximate time frame, based on stock and quantity. Other specific products that have a longer processing time will be noted on the product page. If we receive your order over the weekend, the order will begin processing on the following Monday morning.

7. Where can I find out more about Shipping Information?
You can view our Shipping & Rates page.

8. What if I need my order quicker, can I get expedited shipping?
If you need your order quickly, please contact us as soon as your order is placed. You may either email us or call us with the date you will need the items by. We will then contact you with your expedited shipping options and prices.

RETURNS

1. Can I exchange an item?
If you would like to exchange an item you will still need to request a Return Authorization from Customer Service.

2. Can I just mail these items back to you for a refund?
No, unauthorized returns will be refused and sent back to the sender.

3. How do I get a Return Authorization?
If you would like to return an approved item, you must Contact Us within 10 days of your purchase or within 3 days of delivery Please make sure to include the following information.
*Your Full Name
*Your Order Number
*SKU Number of the Item you wish to Return
*Reason for Return
At that time, we will review the information and inform you if a Return Authorization can be provided. If your return is authorized you will receive a RA document via email. that MUST be included in your return package.

4. What items can not be returned?
Ok, so you get why we can’t take it back right? Health Codes! We can not accept returns for items including but not limited to panties/thongs, corsets, costumes, shorts, skirts, apparel sets with G-String or Thongs, Rompers, Swimwear or any clothing with any sign of wear. Basically anything that comes in contact or is purchased to cover the Whoo Hoo… is a NO NO!
Additional Final Sale items:
• Make Up or Body Art
• Accessories
• Swim Wear
• Corsets
• Leg Warmers & Hosiery
• Hoods & Coats
• Costumes
• Gowns
• Other Seasonal Items
• Shoes *You may only return shoes if they are defective from the manufacturer
View our Returns Page for more information.

5. When will I see a credit to my card for returned items?

Once we have received an approved your return, the credit will be processed with in 5-7 business days. However, it can take from 2 to 14 business days for it to show on your credit card statement, this is because of bank to bank processing times, and not Bad Kitty Inc.

PRIVACY & BILLING

1. What company name will appear on my credit card statement?
Your credit card statement will show: Bad Kitty Inc.

2. When will my credit card be charged?
Credit cards are charged at the time of check out. If there are any items that you selected that are not available or are on back order you will be contacted within 24-48 hours of the order date.

3. When I get my order what will it look like?
All orders within the United States are shipping in either regular brown boxes or USPS postal boxes. They will not be covered with logos, being discreet is one of our best keep secrets!