Question 1

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 2

When exchanging, can I simply pay the difference for a different model of cat tree?

Accepted Answer

As stated in our exchange policy, the recommended approach is to return the item that doesn't meet your needs and place a new order.Our system does not support direct exchanges for different models or sizes by simply paying the price difference.

Question 3

Is there a color difference between the product images and the actual item?

Accepted Answer

We strive to present the most authentic product colors in our images. However, due to the slightly reflective nature of the plush fabric (similar to velvet), slight visual differences may occur under varying home lighting conditions (such as cold or warm light) and on different phone/computer screens.

Question 4

How can I check and track my order status in my account?

Accepted Answer

After logging in, please navigate to the "Order History/Status" page. Here, you can view details of all past and current orders.Once your package ships, the order status will update to display the logistics carrier's tracking number. You can directly click the number to view the delivery progress in real-time.

Question 5

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 6

Are there Brand Ambassador and affiliate marketing programs for pet bloggers or KOLs?

Accepted Answer

Absolutely! We deeply cherish collaborating with passionate pet content creators. If you have an active pet-loving audience on social media (like Instagram, TikTok, YouTube), you are welcome to apply to join our Brand Ambassador or Affiliate Program.Once successfully enrolled, you'll receive exclusive follower discount codes and earn commission rewards for driving valid sales.

Question 7

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 8

What is your Rewards Program?

Accepted Answer

Our Rewards Program is a free-to-join membership benefit designed to reward the pet-loving families who support us.Your purchases on the official website are converted into reward points at a certain ratio. Once accumulated to a specific amount, these points can be redeemed for corresponding discount values during your next checkout.

Question 9

Will the refund be returned exactly to my original payment account?

Accepted Answer

Yes. All approved refunds will be credited directly back to the original credit card, PayPal, or other relevant payment account you used when placing the order.

Question 10

How do I properly register the product and activate the official warranty after receiving the cat tree?

Accepted Answer

Usually, as long as you purchase on our official website, your order number is the most valid proof to activate and demonstrate your warranty eligibility; no extra manual registration is needed.Please be sure to safely keep your order confirmation email.

Question 11

Do you offer exclusive discounts for students or animal rescue shelters?

Accepted Answer

We are very happy to support student groups and animal welfare causes!If you are a student or part of an animal rescue organization that meets our criteria, please contact our customer service email or the relevant verification page. Once verified, you may receive exclusive discount codes.

Question 12

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 13

Do you have models suitable for senior cats or short-legged cats (requiring less jumping effort)?

Accepted Answer

Our tiered multi-level cat trees are suitable for cats of different ages. If you have an elderly cat with weakened jumping ability, we recommend choosing models with more intermediate steps and a denser step distribution.Alternatively, placing the cat tree next to a sofa or lower cabinet can serve as a buffering aid for their upward climbing.

Question 14

Will my points and coupons expire? What is the validity period?

Accepted Answer

Expiration rules depend on the specific situation. Usually, reward points earned in your account have a certain validity period (e.g., 12 months) from the date of issuance, and may expire if the account remains inactive for a long time.Once points are converted into coupon codes, those codes typically have a specified usage timeframe (like 3 months). Event-issued discount codes cannot be recovered after expiration, so please remember to use them promptly.

Question 15

What proof (like an order number or photos) do I need to provide when applying for warranty service?

Accepted Answer

To expedite your warranty claim progress, please be sure to include in your initial email: your original order number, your current accurate shipping address, and clear photos or a short video showing the defect or damaged area.

Question 16

What types of raw material suppliers are you currently recruiting?

Accepted Answer

To continuously elevate product quality and create superior cat furniture, we are looking globally for premium supply chain partners long-term. We are currently focusing on eco-friendly and durable raw material suppliers.This includes but is not limited to: high-gram-weight scratch-resistant plush fabrics, natural premium sisal rope, manufactured boards meeting CARB P2 or higher environmental standards, and high-strength fastening metal hardware.

Question 17

Do you offer premium White Glove (in-home assembly) services?

Accepted Answer

Most of our cat trees are intuitively designed for easy household DIY assembly, so currently, our official platform does not offer White Glove Delivery dedicated specifically to cat tree assembly.If you encounter difficulties during your build, our customer support team is more than happy to provide online assistance.

Question 18

How do international return and exchange policies differ from domestic orders?

Accepted Answer

International orders are also subject to the 30-day return window. Please note, however, that international customers usually must bear the cross-border return shipping costs themselves.Additionally, initial customs fees, import duties, and local taxes incurred by the order cannot be refunded through us.

Question 19

Are the elastic strings on the hanging toys (mice/spiders) safe for cats?

Accepted Answer

Hanging toys are designed to stimulate your cat's hunting instincts and are highly popular among many felines.However, if your cat plays very aggressively or has a habit of chewing and swallowing strings, we strongly recommend cutting off the elastic strings during assembly to avoid any potential entanglement risks. You can also use the hanging clasp to replace them with your cat's most familiar safe toys.

Question 20

What is your return and exchange policy?

Accepted Answer

We sincerely hope that both you and your cat love our products! However, if you are not entirely satisfied, you can apply for a return within 30 days of standard order delivery.To be eligible for a return, items must be strictly in brand-new, unused, and unassembled condition, with absolutely no pet hair, stains, or odors remaining.

Question 21

What if my cat doesn&#8217;t like the material or design?

Accepted Answer

Cats may need an adaptation period for new things. We suggest sprinkling some catnip onto various levels of the cat tree, or placing their favorite treats and a blanket with a familiar scent.Usually, they fall in love with their new territory after a few days. If you still need a return or exchange within 30 days (while keeping it in brand new, unassembled, and undamaged condition), please refer to our return and exchange policy.

Question 22

How do I file a warranty claim if a scratching post breaks or structural damage occurs?

Accepted Answer

In the rare event of structural damage during normal use, please contact our after-sales team directly.Please attach your order number and a short video or clear photos illustrating the issue. Our team will evaluate the situation and provide you with an appropriate solution.

Question 23

If I create an account later, can I retroactively log past orders and earn points?

Accepted Answer

Normally, if the email address you used when checking out as a "Guest" matches the email you use to register your account later exactly, the system will automatically link that historical order to your new account.If your points do not sync automatically, please contact our customer service team to verify and process it for you.

Question 24

Can clients of manufacturing orders arrange for third-party agencies to conduct factory or goods inspections?

Accepted Answer

We are highly confident in our production management and quality control, and welcome transparent QC supervision at all times. During mass production or before shipping, we fully support you in arranging a reputable third-party inspection agency (e.g., SGS, TUV) to conduct onsite factory visits or sampling inspections (associated third-party QC fees are typically borne by the buyer/client).Please coordinate the inspection schedule with our project manager in advance so we can prepare to host and cooperate.

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