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...
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...
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...
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...
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...
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....
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...
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...
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,...
Yes, we provide deep branding customization services for ODM/OEM clients. From embroidered logos on products, exclusive hardware wash tags, to outer cardboard box pattern printing and multi-language custom manuals, we...
Though we’ll be sad to see you go, if you wish to unsubscribe, simply scroll to the bottom of any promotional email we’ve sent you and click the “Unsubscribe” link....
Initiating a return is quite simple. Just send an email to our customer service team via our website’s Contact Support form, providing your order number and the reason for return....
We have extensive global supply chain operational experience. Whether cross-border B2B orders support DDP (Delivered Duty Paid) depends on the specific customs logistics policies of the destination country/region, order volume,...
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...
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...
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...
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...
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...
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...
If you encounter technical issues logging in, checking points, or altering account info, our customer support team is ready to help. You can leave a message through the online Live...
