How much is the shipping fee?
We are providing Free Shipping to selected countries globally (United States Continental, Europe, Australia, and each product availability varies on stock status in different warehouses. At times, check on the particular product or location for the shipping fee and always be updated with our promos and discounts on our social outlets.
How can i track my order?
We have made it as quick and simple as possible to track your order progress! All you need to do is enter in your order number, that will have been sent to you in your order confirmation email following your purchase. If you have not yet received an order number or have any problems with tracking your order, please contact us via our contact form at the bottom of the page.
How long will it take for my order to get to me?
This will depend upon your location and your chosen shipping method. We always aim to have your order delivered to you within 5-10 business days. Once we receive your order, it will be processed within 24 hours.
What couriers do you use?
We use a variety of reputable courier services, namely:
- FEDEX, DHL, USPS, UPS
I need to update my shipping/billing address, how can I do this?
If you would like to amend or change your shipping/billing address you can do so easily by filling out the customer service contact form here, providing details of the shipping/billing information to be updated. One of our customer service representatives will then be able to process your request for you.
Please be advised that all orders are typically processed and dispatched within 24-48 hours. If you need to update your order details, such as your shipping/billing address, we suggest that you do so as soon as possible, this is because once an order has been dispatched, we are unable to update details such as this. If you require assistance in relation to an order that you believe was dispatched to the wrong address, for example, then please kindly contact our customer service team here as soon as you can, as they will be able to provide you with further assistance.
What happens if my order is lost in transit?
Firstly, if this does happen then we sincerely apologize for the inconvenience. If your order is lost in transit then we recommend that you get in touch with our customer service team as soon as you can via our contact form. A customer service agent will then be able to process a replacement order for you within 24-48 hours.
RETURNS AND REFUNDS
Can I exchange an item for another item or refund?
It is recommended that you open the box as soon as you received and inspect each area. If you are not satisfied with your order, please give us up to 24 hours to respond and our team will work with you to make sure you are satisfied with the purchase. Your satisfaction is our top priority, so please give us a chance to provide a better shopping experience for all cat lovers. Please send us an email to firstname.lastname@example.org about any of your concerns or product image with the detail of issues. Your satisfaction is our top priority, so please give us a chance to provide better shopping experience for all cat lovers. We will do our best to reply to you as soon as possible.
For certain cases, once the return is received, we issue your refund but the shipping cost will be covered on your behalf.
There was an item missing from my order, how can I get this item delivered
Firstly, if your item is damaged or not in an acceptable condition when it gets to you then we sincerely apologize. We would be happy to exchange your damaged item for you. All we would need for you to do is to fill out the customer support form detailing the condition of the products they received, and our customer service agent will be in touch within 24-48 hours with a return label, and will then process an expedited replacement order for you.
I believe my order was delivered to the wrong address by mistake, how can I amend this?
If you believe your order has been delivered to the wrong address, please contact our customer service. We will investigate the situation for you, amend the information, and get your order sent to the correct address as soon as possible.
I ordered the wrong item by mistake, what can I do?
Not to worry, just contact our customer service as soon as possible so that we can adjust your order or get the correct items out to you as soon as possible.
1 Year Warranty: If your cat is super energize and any part of sisal rope was ripped off within a year, let us know and we’ll send over a new rope to replace it. You don’t need to spend extra penny to fix it, it’s free to do it yourself. All you have to do is send us an image and waiting for the free rope to arrive. Make sure to contact us via e-mail at email@example.com