Question 1

How do I differentiate and choose the right OEM versus ODM manufacturing model?

Accepted Answer

Simply put: If you already have full product drawings and patents, and only need us to leverage our manufacturing excellence to produce them for you, choose OEM.If you love our existing premium cat tree structures and mature designs, and only need to modify minor details, fabric colors, and affix your own brand Logo for sales, then ODM (Original Design Manufacturing) will be a more efficient and cost-effective choice.

Question 2

If I bought it on Amazon, can I return it directly on the official website?

Accepted Answer

Our official website's return channel only applies to orders placed directly on our official site.If you purchased on Amazon, please log into your Amazon account and process the return through the Amazon platform to ensure compliance with their refund policies and timeframes.

Question 3

How do I create an official website account?

Accepted Answer

Creating an account is simple. Just click the "Create Account" icon in the top right corner of the website, enter your name, email address, and set a password.Alternatively, after selecting your desired items, you can seamlessly register a new account on the checkout page following the system prompts.

Question 4

Can I request a return if the product gets ruined by the cat&#8217;s scratching after a few months?

Accepted Answer

Felines natively love destroying fibers¡ªit's their instinct! Physical wear, systematic tearing, or destruction resultant from a cat's daily use alongside biting activities are excluded under return provisions and manufacturing defaults.For heavily utilized objects, we outright cannot supply a return pipeline.

Question 5

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 6

What after-sales support and training resources do distributors receive from the brand?

Accepted Answer

We are committed to empowering our partners' business growth. Successfully contracted distributors will receive an officially authorized marketing asset library (including high-res white background images, lifestyle shots, videos, and product copy).Simultaneously, we provide product selling-point training docs and offer priority support in spare parts supply and abnormal after-sales response channels, ensuring you can deliver exceptional service to your local end customers.

Question 7

Is the cushion on the top cat bed removable and washable?

Accepted Answer

Yes! To facilitate your daily cleaning and maintain a hygenic environment for your cat, most models feature a top-level cat bed equipped with a removable cover or cushion.You can easily take them off for a gentle machine wash or hand wash.

Question 8

How do I measure my space to ensure the cat tree will fit?

Accepted Answer

While our tower series is quite tall, the base footprint is typically designed to be very compact, making it suitable for corners.We recommend checking the specific "L x W x H" dimension diagram on the product page. When measuring your actual space, please leave a few inches of buffer room around the base and top to allow your cat to stretch its tail and jump up and down easily.

Question 9

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 10

How do I apply to become your regional distributor or wholesaler?

Accepted Answer

We are constantly seeking like-minded commercial partners worldwide! If you intend to become our distributor or wholesaler, please send your company profile, existing sales channels (online mall/offline physical stores), and target market coverage to our dedicated wholesale collaboration email.Our team will contact you promptly after assessment to explore potential cooperation models.

Question 11

What is the weight limit for the cat trees? Are they suitable for multi-cat households?

Accepted Answer

Our tall tower series is perfectly suited for multi-cat households, easily accommodating multiple average-sized adult cats (around 8-12 lbs) playing and resting simultaneously.To maintain optimal stability, we do not set an extreme single-weight limit. Instead, we strongly recommend guiding the heaviest cats to the broad platforms at the bottom or top, and always securing the tree to the wall using the provided anti-tip strap.

Question 12

What happens to the returned products? Will they be resold?

Accepted Answer

We have strict hygiene standards for our products. Returned items that are inspected and found to be intact, unassembled, and unused may be sold as "Open Box" clearance products at a discounted price, and these items are final sale.We will never sell products that have been used or show signs of pet contact as brand new items.

Question 13

When connecting posts and platforms, the screw feels too short to thread in. Is this the wrong post?

Accepted Answer

The screw length has been meticulously calculated. If it feels like it won't thread in, it's typically because the thickened plush fabric between the two connecting components is creating resistance.We recommend heavily pressing down on the top board or post while screwing it in. This fully compresses the middle plush layer, allowing the screw to easily contact the metal threads inside.

Question 14

Can I use multiple coupons on a single checkout?

Accepted Answer

Sorry, no. Our checkout system supports the use of only one promotional discount code or one gift card per order.Multiple promo codes, point redemption codes, or specific promotional events (like tiered discounting) generally cannot be stacked. Please select the most favorable option at checkout.

Question 15

Why must the product be secured to the wall with an anti-tip strap?

Accepted Answer

Cats are natural jumpers and hunters. When multiple cats or large cats engage in intense "parkour" games on the cat tree, significant lateral impact force is generated.Using the Wall Anchor strap to secure the cat tree to the wall not only greatly enhances overall stability but also provides an extra layer of safety protection for your beloved pets.

Question 16

Where can I find the detailed specification sheet for the product?

Accepted Answer

Detailed dimensions, structural heights, footprint size, and specific specifications of each component are intuitively marked in the product's image gallery or the "Product Details" section on the Product Detail Page (PDP).Please carefully check these details before making your purchase.

Question 17

What should I do if I accidentally strip a screw head or damage a post&#8217;s inner threads during assembly?

Accepted Answer

If the screw becomes stripped¡ªor the inner wood threads are damaged¡ªdue to using power tools or excessive force, please do not force continuing the build, as it may compromise the overall structural integrity and stability.Record the part number of the damaged component and reach out to our customer service team. We will do our best to help you attain replacement hardware or parts.

Question 18

Are the return and warranty policies for large commercial orders the same as for regular consumers?

Accepted Answer

The after-sales policy for commercial bulk orders differs from retail orders. Due to the complexity of heavy freight logistics, bulk orders, once confirmed as shipped, generally do not support returns based on personal preference (considered Final Sale).However, for warranties, we still provide limited warranty coverage for manufacturing defects. Specific claims and parts replacement terms will be detailed in your B2B purchasing framework agreement.

Question 19

If I bought products through other channels like Amazon, can I register those orders on the official site to earn points?

Accepted Answer

No. Our Rewards Program and related promotional discount codes are strictly valid only for orders placed on the official website (direct purchasing).Products purchased on Amazon, Walmart, or through other third-party authorized dealers cannot participate in the official site's point accumulation and reward redemption.

Question 20

How do I download or delete my personal data, or permanently cancel my official account?

Accepted Answer

We fully respect your right to data privacy. If you need a copy of the personal data we hold about you in our system, or wish to permanently delete your data and cancel your official account, please email our data privacy/customer service team directly.We will respond and handle your request within the timeframe stipulated by relevant privacy regulations (such as GDPR/CCPA).

Question 21

What to do if taking apart accidentally misassembled parts gets stuck?

Accepted Answer

If you realize a part has been installed backward, remain patient and slowly twist the screw counterclockwise using the included Allen Wrench.If it feels extremely tight, please do not use brute force, as it might irreparably strip the internal metal threads or break the wood. If you are having trouble, we recommend contacting our customer service team right away for technical guidance.

Question 22

How do I clean the cutting debris and floating plush lint after completing the assembly?

Accepted Answer

During the process of tightening screws and rubbing against the velvet fabric, small processing debris off the wood edges and light floating lint from the plush material may drop off, which is a standard phenomenon.We suggest that upon finishing the assembly, you run a household vacuum cleaner, a lint roller, or mildly damp pet-safe wipes over the entire cat tree for a thorough cleanup.

Question 23

Can bulk B2B commercial purchases receive additional discounts?

Accepted Answer

Of course. We provide a tiered Trade Program discount for eligible commercial bulk purchases and compliant designers/professionals.The specific discount rate is comprehensively evaluated based on your order quantity, product line, and long-term partnership intent. Please submit your purchasing list and business license credentials, and our commercial representatives will tailor a quoting plan for you.

Question 24

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.

Frequently Asked Questions

Account & Rewards

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Product Guide

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