Question 1

How short is the Lead Time for OEM or ODM custom projects?

Accepted Answer

The Lead Time for custom projects is highly dependent on the customization complexity, procurement cycles of specialty materials, and current factory production scheduling.Generally, it takes anywhere from 45 to 90 days from confirming final prototypes and signing the contract to bulk production completion and readiness for shipment. If you have specific holiday promotion shelf dates, please be sure to communicate with us early in the partnership so we can reserve production capacity.

Question 2

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 3

How do I change my personal information, shipping address, or payment method?

Accepted Answer

You can log into your official account at any time and access the "My Account" dashboard.In the profile or address book sections, you can freely add, edit, or delete your default shipping addresses and contact details. For security reasons, your credit card payment details are usually processed via encrypted gateways during checkout, and you can choose to update your payment method on your next purchase.

Question 4

How long does the full process take for a new supplier, from application to passing the audit?

Accepted Answer

Supplier onboarding is a rigorous process designed to establish a long-term relationship based on mutual trust. The full cycle typically encompasses: preliminary credential audits, sample requests and lab testing, factory onsite inspection audits, and an initial small-batch trial order.Depending on the criticality of the material category, the entire access audit cycle takes about 1 to 3 months. We will proactively communicate progress with you at every crucial evaluation milestone.

Question 5

Why hasn&#8217;t my points balance updated even though I completed a purchase or review?

Accepted Answer

The points system may require some time to synchronize data. For points earned from purchases, to ensure the order status is final and past the standard return period, points might only be fully credited to your account and become usable after delivery or the 30-day return window concludes.If they haven't updated beyond a reasonable time, please feel free to contact us for troubleshooting.

Question 6

Are the scratching posts made of natural sisal rope or regular fabric?

Accepted Answer

Our cat trees feature a mixed-material design to meet your cat's various needs. The core supporting posts that cats interact with most frequently are typically wrapped in tough sisal rope, specifically intended for scratching.The remaining support columns and platforms are covered in ultra-soft plush fabric, providing a comfortable friction and climbing experience for your cat.

Question 7

How does the exchange process work?

Accepted Answer

To ensure you get your preferred new model as swiftly as possible, we do not currently oversee direct ¡°one-for-one¡± exchanges. The quickest path forward is: follow the standard protocol to return your original item for a refund, while subsequently placing a fresh order directly via our official website for the new design you require.

Question 8

Is normal daily wear and tear like sisal scratching post deterioration covered by the free warranty?

Accepted Answer

No, it is not. The wear and tear of sisal rope, plush shedding, or hanging toy depletion are considered "normal wear and tear" subjected to high-frequency use by pets.Physical consumption resulting from a pet's natural clawing and biting is not a manufacturing defect and therefore is not covered by the free warranty. If necessary, you can contact us to separately purchase replacement scratching posts.

Question 9

How is domestic and international shipping arranged for enterprise commercial orders?

Accepted Answer

For commercial orders containing multiple large cat trees (e.g., 8 or more large pieces), to ensure transit safety and reduce breakage rates, we typically use Less-Than-Truckload (LTL) Freight palletized shipping.The carrier will deliver the cargo to your commercial address's curbside or loading dock. Shipping fees and estimated delivery times for bulk orders are calculated separately based on total volume and destination.

Question 10

Do I still get the same warranty if I buy on third-party platforms (like Amazon, Chewy)?

Accepted Answer

Yes. As long as you purchase products from our brand's officially authorized third-party stores, you will enjoy the same one-year limited warranty service provided by our official channels.When applying for a warranty, simply provide a valid order screenshot from that platform.

Question 11

If I notice a &#8220;new item&#8221; smell right out of the box, should I let it air out before assembling?

Accepted Answer

New boards and plush fabrics often carry a slight "new furniture smell" from prolonged, sealed transit. This is typically very normal.To accelerate the odor's dissipation, we actually recommend assembling the structure first. Placing the upright, fully assembled cat tree in a well-ventilated room or near an open window for 2-3 days will drastically reduce the smell faster.

Question 12

Will such a tall cat tree wobble?

Accepted Answer

Based on the principles of physics, any vertical structure over 70 inches tall will experience slight wobbling when subjected to the impact of cats running fast or jumping. This is a normal physical phenomenon.To minimize wobbling and provide you with peace of mind, please ensure you use the included wall anchor mounting kit after assembly.

Question 13

What is the Minimum Order Quantity (MOQ) for new distributors?

Accepted Answer

The Minimum Order Quantity (MOQ) for an initial partnership is influenced by your chosen cooperation model, specific product lines, and regional warehousing logistics conditions.We understand that new partners need to conduct initial market testing, so we generally offer more flexible order limits for the first batch. For specific quantity requirements, please confirm with your dedicated Key Account Manager after submitting your distributor application.

Question 14

How long does it typically take for one person to assemble a cat tree?

Accepted Answer

Assembly time varies depending on the product's size and your hands-on experience. For most standard models, it usually takes one person about 45 to 60 minutes.If it is a giant cat tower exceeding 72 inches (like 80 or 83 inches), it generally takes 1 to 2 hours due to the sheer number of components. We recommend sorting out all your parts before starting, which greatly improves efficiency.

Question 15

If I can&#8217;t find a screw hole during assembly, is it because it&#8217;s completely covered by the surface plush fabric?

Accepted Answer

Yes. To ensure the final assembled look is seamless and to keep the lounging area perfectly soft for your cat, pre-drilled holes on some boards are concealed beneath the outer ultra-soft plush fabric.You simply need to press gently with your finger on the spot designated by the manual. Once you feel the indentation of the hole, push the screw straight through the fabric¡ªno need to snip the fabric with extra tools like scissors.

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.

Question 17

Why should I register for an official website account? What are the benefits?

Accepted Answer

Registering for an official website account offers you the most convenient shopping experience. Once logged in, you can easily view your order history, track package logistics in real-time, and securely save shipping addresses to speed up the checkout process.Most importantly, upon registration, you'll automatically join our rewards program, where every eligible purchase earns you exclusive points that can be redeemed on future orders.

Question 18

What should I do if I forget my login password?

Accepted Answer

Don't worry, resetting your password is easy. On the login page, click "Forgot Password" and enter the email address you used to register.The system will send an email with a password reset link to your inbox within minutes. Please click the link to set your new password.

Question 19

How can I apply for a free replacement of broken parts (like hammocks or posts)?

Accepted Answer

We provide convenient parts support. If you encounter broken or missing parts, please send your order number, the exact part number of the missing/broken item (refer to the parts list in the paper manual), and photos of the damage to our customer service team.Once confirmed, we will arrange for the replacement parts to be shipped to you.

Question 20

Is it required to periodically check and retighten screws over a long period of use?

Accepted Answer

Yes. Because your cats jump and play intensely on the tree every day, over time, the dynamic impacts can cause minor natural loosening of the screws.For the long-term safety of your pets and out of respect for the product's lifespan, we highly advise keeping the included Allen Wrench and performing routine checks every few months to tighten up any connection points.

Question 21

Can points be redeemed for cash, or deducted as cash on my next purchase?

Accepted Answer

Points act solely as a reward back to our official website customers; they hold no legal monetary value and cannot be withdrawn or exchanged for cash.They can only be used to deduct a portion of the total order amount during your next official website checkout, in accordance with the Rewards Program rules.

Question 22

Are my personal information and credit card data secure on the website?

Accepted Answer

We take your digital security very seriously! Our website uses industry-standard encryption technology (such as SSL certificates).All payments are processed through secure gateways compliant with Tier 1 PCI DSS safety standards (like Stripe, PayPal, or Apple Pay). We never store or directly view your full credit card number on our servers.

Question 23

How long will it take for the refund to reflect back in my account?

Accepted Answer

Once your returned package arrives at our warehouse and formally completes its condition checkout, we generally process your refund cleanly within 5 to 10 business days.The funds will be routed back directly to your original payment method; the literal posting timeframe may further depend on your issuing bank's processing speed.

Question 24

What are the ways to earn points?

Accepted Answer

In addition to earning base purchase points by buying items on the official website, we frequently introduce extra point-earning opportunities.These include: subscribing to our promotional emails, following our official social media accounts, or writing genuine reviews with photos for products you've purchased.

Frequently Asked Questions

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