Refund & return policy

Our 30-day return window

You can return most items within 30 days of delivery for a refund to your original payment method. Items should be unused, free of pet hair, scratches and odors, and returned with all parts and the original packaging where possible. Items that were assembled but not used are fine — just take them apart carefully.

How to start a return

1. Email [email protected] with your order number and the item(s) you'd like to return.
2. We'll reply within one business day with return instructions and the return address.
3. Pack the item securely and ship it with a trackable service. Please don't send returns to our mailing address without instructions.

Return shipping costs

If you're returning an item because you changed your mind, return shipping is your responsibility. We can provide a discounted prepaid label for large items; the cost will be deducted from your refund. If the item arrived damaged, defective or was the wrong item, we cover return shipping completely.

Refunds

Once your return arrives, we inspect it within 3 business days and email you to confirm. Approved refunds go back to your original payment method; most banks post them within 5–10 business days. Original shipping charges are refundable only when the return is due to our error.

Items we can't accept back

• Outdoor shelters and scratchers that have been used outdoors or show clear signs of use (for the health of other cats).
• Items damaged by misuse, improper installation or modification.
• Products marked "final sale" at the time of purchase.

Exchanges

The quickest way to exchange is to place a new order for the item you want and return the original under this policy. If you'd rather we handle it, just ask.

Damaged on arrival

Please let us know within 7 days of delivery with photos. We'll make it right with a replacement part, a replacement item, or a full refund.