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

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 3

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 4

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 5

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 6

How soon will my order ship? How many days will it take to arrive?

Accepted Answer

For in-stock items, our warehouse team typically processes and ships your order within 1-3 business days. Once shipped, most domestic standard orders are estimated to arrive within 3-7 business days.The exact delivery time will be influenced by your receiving address, the carrier's processing speed, and factors like holidays or severe weather. Please refer to your tracking information.

Question 7

Can I specify a delivery date or time?

Accepted Answer

For standard ground shipping, we generally cannot stipulate a specific delivery date or exact hourly timeline for the carrier; the specific delivery route is arranged centrally by the logistics company.We recommend signing up for the respective carrier's service (like UPS My Choice or FedEx Delivery Manager) upon receiving your shipping email with the tracking number, allowing you to access more flexible personal delivery management options.

Question 8

I forgot to enter my discount code. Can it be added after placing the order?

Accepted Answer

If you hastily forgot to enter your discount code at checkout, please don't worry.As long as the discount code was valid at the time you placed your order and your order meets its eligibility conditions, please contact our Customer Experience Team as soon as possible with your order number and discount code, and we'll do our best to assist you or adjust the price accordingly in our system.

Question 9

Which shipping carriers do you use?

Accepted Answer

We work closely with several reputable mainstream logistics carriers (such as UPS, FedEx, or USPS).When allocating your package, the system will automatically select the fastest and most suitable delivery partner based on your specific shipping address, package size, and weight.

Question 10

What should I do if tracking shows Delivered but I haven&#8217;t received my package?

Accepted Answer

Occasionally, carriers may prematurely update the status to "Delivered" before the package actually arrives. We recommend waiting an additional 1-2 business days, while also checking with neighbors, your property management, or the front desk to see if it was safely held for you. If the package is still missing after 3 business days, please contact our customer service team, and we will proactively assist you in initiating a lost package investigation with the carrier.

Question 11

I ordered a large cat tree. Will it be shipped in multiple packages?

Accepted Answer

Yes. To ensure the safety of large or overweight products during transit, larger cat tree models may be split into multiple packages and shipped in batches.These packages may have different tracking numbers, and the carrier might not deliver them to you on the exact same day. If you only receive part of the components, please don't worry; the remaining packages usually arrive within the next one or two business days.

Question 12

What if the package is lost or damaged during transit?

Accepted Answer

While accidents during transit are rare, they do happen occasionally. If you notice broken parts caused by rough handling upon unboxing, or if the logistics company confirms the package is lost, please take clear photos and contact us as soon as possible after receiving.We will proactively negotiate with the carrier and, depending on the specific situation, provide free replacement parts or appropriate compensation plans, doing our utmost to ensure your cat gets a comfortable cat tree.

Question 13

Do you offer weekend (Saturday/Sunday) delivery?

Accepted Answer

Our estimated delivery times are generally calculated in business days (Monday to Friday). Whether delivery occurs on weekends depends primarily on your local carrier's policy and the driver's route schedule.Some carriers will make deliveries on the weekend, but we cannot make an absolute guarantee.

Question 14

What is your shipping range? Do you support international shipping?

Accepted Answer

We currently primarily offer standard shipping services within the continental United States (some remote areas like Hawaii and Alaska may require longer transit times or additional shipping fees).Regarding international shipping to specific countries or regions, please enter your detailed address on the checkout page; the system will automatically evaluate and display available shipping options and estimated costs.

Question 15

How do I correctly add and use my promo discount code at checkout?

Accepted Answer

On the payment or information processing page during checkout, you will see an input box labeled "Discount code or gift card".Please type your promo code into the box and click "Apply", and the system will automatically deduct the corresponding discount amount. Please note that typically only one discount code can be used per order, and offers cannot be combined.

Question 16

How do I track my order&#8217;s shipping status?

Accepted Answer

Once your order is shipped, you will receive a confirmation email containing the tracking number. You can use the link in the email or visit the "Track My Order" page on our website to view the real-time delivery status of your package.Please note that it may take 24-48 hours for the logistics system to synchronize the initial tracking information after the package is handed over.

Orders & Shipping