have questions about....
- Shipping times & costs
- When will I receive my order?
Your ORDER STATUS will indicates when your order will
leave our warehouse. Most items are shipped via Ground
services (UPS, FedEx, Airborne). When your item is shipped, if
a tracking number available it will be listed next to the item
on your item status. You will also receive an email notice
with the tracking information.
There is no need to email us asking if your order has
shipped or when your order will ship, as you can obtain this
info from your ORDER STATUS. If your item still appears
unshipped after the specified period of time, please CONTACT
US to inquire about its status.
- Why did I only receive 1 item or 1 piece of my order?
As shown in your ORDER STATUS, some items from your order
may be shipping separately. In addition, large furniture
pieces often ship in multiple boxes and often arrive on
different days. Simply refer to the tracking numbers to track
the progress of each piece of your order.
- Why does it cost to much to ship my large item?
Shipping costs for large furniture items can be higher
than you would expect, depending on your distance from the
shipping location. Please remember, our furniture is solid
wood, very heavy, and in addition very large in many cases.
Shipping costs can be high based on the weight and/or the
dimensions of the item.
Rest assured that keeping shipping costs as low as possible
is our goal! We have designed our pieces and their packaging
to minimize shipping charges whenever possible. In addition,
we have priced our items such that they are comparable or less
than physical store prices, even with the shipping costs.
- Do you ship to Canada or outside the continental US?
At this time, we ship only to the continental United
States (lower 48 states).
- Returns & Restocking Fees
- Can I return an item?You may return an item. Please be aware of the following
stipulations regarding all returns:
- Merchandise must be in new, unused condition with all tags
and paperwork still attached.
- All returns require a return authorization number.
Any returns sent back without a return authorization number
are subject to a 20% restocking fee. Any unused merchandise
in unassembled, original condition (and in their original
boxes or packages) with warranty cards unfilled, may be returned
for exchange or refund within 15 days of receipt of the
merchandise and must be must be reported to us within 7
days of receipt of your item(s).
- All shipping and handling fees are non-refundable.
- Buyers are responsible for all return shipping costs.
- A 20% restocking fee applies to ALL
returns or exchanges of PET CARRIERS. Due to
strict health regulations, once you place your pet into
the pet carrier it is not returnable or exchangeable.
- Returns must be received by us within 15 days of your
receipt in unused condition, and reported to us within 7
days of receipt of the item. Please consider the sizing
carefully by measuring and weighing your pet, and reading
our sizing parameters closely.
- Any item personalized with your pet's name is not
- How do I obtain a Return Authorization and Return
us here to obtain a return authorization number and return
instructions. A special return address must be used in
order for your return to be accepted. Do
NOT return the item to the sending address. We have
special returns processing units, and we will supply you with
the proper return address at the time you inform us of your need
Ordering, Payment & Billing
- What payment methods do you accept?We accept VISA, Mastercard, American Express, and Paypal.
- Is my credit card information secure?
All payment information is encrypted and collected via our
- Can I fax my order?
You may alternatively print and fax your order. Choose the
'FAXING Order and Payment' Option on the order form at checkout.
- Do you take phone orders?
No, we do not accept phone orders.
- May I pay by check or money order?
No, we do not accept check or money order.
- How will I know that you have received my order?
For both online and fax orders, you will receive a
Assembly & Instructions
- Is assembly required on the items I ordered?For some large cat furniture pieces on our site, some simple
assembly is required. This is necessary so that the furniture
can ship via traditional Ground means instead of via freight.
Typically, this simply means that the furniture may come in two
pieces that need bolted together. All required hardware is
provided, as well as instructions. In some cases, some
additional assembly may be required. If this is a concern,
- Solid wood center poles and legs, cut-pile non-loop
carpeting, extra bracing and wide wobble-free bases are just a
few of the things we do to make our furniture unlike any other
you have ever seen or owned. Our "One at a Time"
manufacturing process assures quality control surpassed by
none! With our wide range of heights, different choices of
tops and great designs we have a house for even the pickiest
of cats and their friends.
- Quality materials are used in the production of our
us here if there is any problem with any product.
- If the piece arrives damaged, notify us within 3 days.
- Remember some cats are more aggressive then others in their
habits. Sisal will last longer then carpeting, however, we
know our poles, legs, shelves, and bases will hold up to most
any cat attacks.
- An extra scratch pole or angle scratcher will give more
areas for scratching and the individual pieces will last much
CatsPlay.com Contact Info
- What is the phone number and address of CatsPlay.com?We are an Internet company and find it most efficient to
handle all customer service inquiries via email.
By using email, you will be assured the quickest answer to your
question (answers provided within 1 business day).
Our address and phone info is:
- Do you have a physical store?
No, we are an Internet only company. This allows us to keep
overhead to a minimum and provide you with the lowest pricing
- Do you have a catalog?
No, we do not have a printed catalog at this time.
- If you have a question that is not answered here, please email
us your question. We will respond within 1 business day.