Question 1

What payment methods do you accept? Can I use Apple Pay or PayPal?

Accepted Answer

We are dedicated to providing a secure and convenient checkout experience and accept a variety of popular payment methods.These typically include major credit and debit cards (such as Visa, MasterCard, American Express), as well as quick payment options like PayPal, Apple Pay, Google Pay, or Shop Pay. Please check the checkout page for the exact available methods.

Question 2

Do you accept cross-brand collaborations or marketing partnerships with other pet brands?

Accepted Answer

We remain open to innovative, win-win collaborations! Whether it's co-branded products, joint Giveaways, or cross-marketing with premium cat food, smart litter boxes, or pet lifestyle brands¡ªas long as our target audiences highly align and our brand philosophies match, we eagerly anticipate a sparkling partnership.Please send your proposal pitches to our PR and Business Development team.

Question 3

Are the cat trees suitable for Maine Coons or large cats?

Accepted Answer

Our cat trees are designed to provide fun for cats of all sizes. The open platforms on the base and top levels generally offer ample resting space for large breeds like Maine Coons.However, some designs featuring enclosed condos or narrower steps might feel slightly snug for extra-large cats weighing over 15 lbs. We recommend checking the detailed dimension charts on the product page before purchasing to ensure it fits your cat's size perfectly.

Question 4

Can the coupons be used on third-party platforms like Amazon, Walmart, Chewy?

Accepted Answer

All official website exclusive promotional codes, points-deduction vouchers, and gift cards can only be utilized on our official website's checkout page.They cannot be transferred or applied to any other third-party platforms like Amazon or external dealers' stores.

Question 5

Can I return a cat tree that has already been unboxed and fully assembled?

Accepted Answer

For safety, hygiene, and the inability to safely transport bulky assembled goods again, fully assembled items generally do not qualify for our standard return process. Returned items must remain in their original, unassembled condition.

Question 6

What does your Warranty cover? How long is the period?

Accepted Answer

We offer a One Year Limited Warranty for products purchased on our official website and authorized channels.This warranty primarily covers structural manufacturing defects (such as internal wood board breakage, abnormal failure of metal parts, etc.) that occur under normal and correct assembly and usage conditions.

Question 7

Do you support large orders for institutions like cat cafes and pet clinics?

Accepted Answer

Yes, we deeply welcome partnerships with cat cafes, pet clinics, breeding catteries, and premium pet boarding hotels! Our heavy-duty cat tree series is perfect for high-frequency use environments with multiple active cats.If you have bulk purchasing needs, please reach out to us directly through the website, and our team will provide professional commercial spacing advice and dedicated service.

Question 8

How do I install the metal clasp for the hanging toy, and can I replace it with my own toy?

Accepted Answer

Some of our hanging toys (like the plush mice) feature a convenient clasp design so you can easily hook them onto the pre-drilled holes on the top plates.If you feel the original toy isn't suitable, or if your cat has a habit of chewing on elastic cords, you can remove them at any time and use the clasp to substitute one of your cat's familiar, cord-free safe toys.

Question 9

Can I modify my shipping address or cancel my order after placing it?

Accepted Answer

We aim to process and ship your orders as quickly as possible. If your order has not yet entered the fulfillment process, we can usually assist you with address modifications or cancellations.However, once the package has been labeled and handed over to the courier, we will be unable to intercept, cancel, or change the address en route. Should you need such assistance, please contact our customer service team immediately after ordering.

Question 10

How much do I need to spend for free shipping? How is shipping calculated?

Accepted Answer

To reward our customers, we generally provide free standard shipping for regular orders that reach a certain amount threshold.The specific free shipping threshold and shipping calculation criteria (especially for oversized items or international orders) are dynamically adjusted based on your destination and real-time logistics policies. You can see the most accurate shipping details in your order summary at checkout.

Question 11

Can custom or special-made cat trees be returned or exchanged?

Accepted Answer

Due to the exclusive nature of custom or made-to-order products, once the order has entered the production process or has been shipped, we cannot accept return or exchange requests.All custom products are considered Final Sale.

Question 12

How do I correctly distinguish between different-numbered posts that look very similar?

Accepted Answer

Each post inside the package typically has a label containing numbers or letters (such as P8, P9, etc.) attached to its ends.Some posts may have exactly the same height and material, but possess subtle structural differences regarding their internal hole placements or thread depths. Before starting to piece them together, please ensure you check the labels carefully alongside the instructions.

Question 13

Can I use installment payment options (like Affirm, Klarna, Purple Dot) at checkout?

Accepted Answer

We understand that a large cat tree can be a significant investment. Depending on your country or region, we may offer partnered third-party installment payment service options on the checkout page.If you opt to use installment services, the specific credit approval criteria, billing cycles, and related terms will be directly evaluated and managed by that third-party financial institution.

Question 14

Do I need to prepare my own power drill or extra tools for assembly?

Accepted Answer

Normally, no. Our product packaging includes the required Allen Wrench and a full hardware kit for assembly.To prevent excessive torque from stripping the internal metal threads or damaging the internal wood structure, we strongly advise using the included manual tools from start to finish, and trying to avoid using heavy-duty electric screwdrivers.

Question 15

Do distributors enjoy regional sales exclusivity during the partnership?

Accepted Answer

Regional sales exclusivity is a premium benefit we grant to our core strategic partners. This usually requires the distributor to possess strong channel distribution capabilities within a specific region and commit to explicit annual sales targets.For first-time partners, we recommend starting with general authorized distribution. As the partnership deepens and business steadily grows, we would be very happy to discuss the feasibility of exclusive agency.

Question 16

What should I do if parts are missing upon unboxing, or if it got damaged during transit?

Accepted Answer

While we try our best to package securely, transit bumps occasionally happen. If you discover missing or damaged parts upon opening the box, please do not rush to return the entire heavy package.Contact us as soon as possible after receipt, providing photos of the box damage and the specific part numbers, and we will promptly arrange free replacements for the missing components.

Question 17

What are the standard payment terms and settlement cycles for suppliers?

Accepted Answer

Specific payment terms and settlement cycles are individually negotiated based on the supplier's preliminary credit assessment, estimated purchasing volume, and industry norms. After establishing a solid partnership and completing the initial credit test period, we generally offer market-competitive standard commercial credit terms.All specific financial and settlement clauses will be based on the final annual purchasing agreement negotiated and signed by both parties.

Question 18

Why was I charged State Sales Tax on my order?

Accepted Answer

In accordance with relevant legal regulations, we are obligated to collect applicable State Sales Tax on orders shipped to specific states/regions.The specific tax rate is automatically calculated by the system during checkout based on your shipping address's local tax policy and included in your order total. We are unable to waive this government-mandated fee.

Question 19

If I lost the paper manual, can I download a PDF version on your website?

Accepted Answer

Of course. If you accidentally lose the paper instructions, or feel the printed version isn't clear enough, you can visit our manual download page on the official website anytime, enter your product's SKU, and get a free high-resolution PDF electronic manual.

Question 20

Should I assemble the cat tree laying flat or build it standing up with the help of a ladder?

Accepted Answer

Given the sheer weight and volume of large cat towers exceeding 72 inches, assembling them flat on the ground and then attempting to lift them upright can be exceedingly difficult and may risk snapping the base under stress.We advise building vertically from the ground up. For the highest tiers, preparing a small household step ladder or enlisting a helper will make it much more convenient.

Question 21

What should I do if my package is missing screws or a mounting post?

Accepted Answer

Although we conduct quality inspections before products leave the factory, if a missing part or transit damage does occur, please don't rush to return the entire heavy box.Have your order number ready along with the specific part number found in the manual (such as P5 or M8), contact our customer support team immediately, and we will do our best to evaluate and arrange a free replacement for the specific part.

Question 22

If I returned a product paid for using a coupon, will the coupon be refunded to my account?

Accepted Answer

If you've applied for a return and refund, you will only receive the amount you actually paid. The promotional discount code or coupon used in your order is considered a one-time consumable.Upon completing the return, it usually cannot be reactivated or refunded. For scenarios involving points-exchanged discounts, please check the specific terms of our rewards program.

Question 23

Does the fabric shed easily? Is a slight smell normal upon unboxing?

Accepted Answer

Due to the use of ultra-soft micro-plush fabric, a small amount of floating lint from the factory's machine cutting may remain on the edges, which might slightly shed during assembly. We recommend vacuuming it once after putting it together.Additionally, new wooden boards and fabrics may emit a slight "new furniture smell" from the sealed packaging. This is completely normal; placing the cat tree in a well-ventilated area for a few days will naturally dissipate the odor.

Question 24

Does the product use eco-friendly materials? Does it contain formaldehyde or toxic glue?

Accepted Answer

We highly value the health of your pets. The main structure of the cat tree uses pet-friendly manufactured wood boards and safe adhesives that comply with general furniture industry standards.The slight smell immediately after unboxing mainly originates from the enclosed packaging, and it can be used safely after proper ventilation.

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