FAQ - Frequently asked questions

Payment Methods

How does the ordering process work?

Our order process is straightforward, but we'd be happy to guide you through it.

The first step is to log into your account if you already have one. If you don't have an account yet, we
recommend creating one, as it will help you track your order and streamline future purchases.
Add your desired product(s) to your cart, and when you're ready, click the blue "check out" button.
You'll be prompted to enter your personal and shipping information to ensure a smooth order processing.
Double-check everything before proceeding to the next step.
In the final step, choose your preferred payment method and finalize your order.

Congratulations! We'll begin processing your order immediately and keep you updated on its status via email.
Keep an eye on your inbox!

Return - Exchange

We're confident that you'll love your order! However, if for any reason you wish to return your order, please reach out to our customer
service department at hello@cattreeking.com.
We're here to assist you in the best way possible.

If there are issues with damaged or missing parts, we can promptly send you replacement parts to ensure you receive a perfect product, as that's what you paid for, and that's what we want you to have. In the event you choose to return your order, we'll cover the return costs and provide prepaid return labels for your convenience.

Is there any other reason you'd like to return the product to us? Please note that returning is hassle-free, as long as the product is unused and returned within 30 days in its original packaging. When you reach out to us about a return, we'll provide you with detailed instructions. However, if there's nothing wrong with the product itself, we'll need to ask you to cover the return cost.

Shipping costs

Good news! We offer free shipping on our products!

However, if you need replacement parts for our cat trees, you can purchase them by contacting our customer service department at hello@cattreeking.com.
Please note that a shipping cost applies for replacement parts:

Toolkit: $9.99
Other parts: $17.99
Two to four parts: $24.99
More than four parts: $34.99

Feel free to reach out if you have any questions or need assistance.

Track & Trace

We share your excitement and can't wait for your order to arrive! We'll keep you updated on your order's status and provide tracking
information and a more specific ETA as soon as it ships.

You'll receive an automated email with tracking information. Please note that some of our cat trees ship in multiple boxes, each with its
own tracking number. Although the automated email provides one tracking number, most boxes are typically delivered together. In some cases, FedEx may separate deliveries due to weight and size, but the remaining boxes should arrive within a few days.

Feel free to contact our customer service at hello@cattreeking.com if you have any questions or need assistance tracking your order.

Which carrier will deliver my order?

How do I know my order has been shipped?

When placing an order on our website, you should receive a confirmation email shortly after your order is placed and paid for. This email will include your order number and an overview of your order.

Once your order has shipped, you will receive another email with tracking information and a more specific ETA.

Please be aware that these emails may occasionally end up in your spam folder, so be sure to check there as well.

If you have any questions or if you haven't received these emails, please don't hesitate to contact us. We're always happy to assist, and you can use your order number as a reference when reaching out to us.

Can I choose a delivery day for my order?

What is the delivery time from Cat Tree King when a product is available?

When you place an order on our website, it typically ships the next business day. We use FedEx for shipping, which generally takes 2 to 5 business days. You'll also receive an email with tracking information and a more specific ETA when your order ships.

For pre-sales, such as new product introductions, the expected delivery date will be clearly marked with an ETA.

I have a complaint, now what?

Our customers are at the heart of everything we do. We're dedicated to ensuring your satisfaction with every purchase and providing a
wonderful experience. While we strive for perfection, we understand that issues may arise.

If you encounter any problems or are unsatisfied, please contact us at hello@cattreeking.com, and we'll assist you promptly. Sharing pictures of the issue along with your order number, name, or email used to place the order will help us resolve it quickly.

Warranty

Our products are crafted from high-quality materials, designed to be incredibly sturdy and sustainable. They often provide several years of reliable use. We have strong confidence in the quality of our products, and that's why we offer a one-year guarantee against manufacturing defects for our cat trees. If any part experiences a manufacturing defect within that time, we're delighted to replace it for you.

If you need assistance, please don't hesitate to contact us via email at hello@cattreeking.com or through our social media channels. We're here to help!