Shipping
We ship via UPS to USA only. Sorry, we do not ship to Alaska, Hawaii, or Puerto Rico. A physical address is required.
We cannot ship to a PO Box or APO address.
Your order is shipped directly from the manufacturer. Regular Shipping days are Monday through Thursday. Generally, orders received before close of
business are shipped within two days. All orders received after close of
business Wednesday, through Sunday afternoon (Eastern Time), are usually shipped the following Monday. Your order should arrive in 1 to 6 business days from the day on which it is shipped
Replacement parts are generally shipped on Fridays.
All shipping is done via UPS, and you will receive a tracking number via email on the day your order ships
Please note: We do not respond to email challenges from spam filters. If your email is set up this way, please
add "custsvc @ petsupplyguy .com" to your list of accepted email addresses, or you will not receive your receipt or tracking info.
Yahoo, Hotmail and AOL users: Our shipping notifications are sometimes mistakenly filtered into bulk or spam folders.
Free Shipping Policy: All purchases are shipped to you free of charge. Free shipping does not apply in the following cases
- You cancel your order after it has shipped
- You refuse delivery
- You supply an incorrect address
- UPS is unable to deliver your item and returns it to us
In these cases, not only will UPS charge for the shipping to your address, they will also charge for the return. If this happens, your order will be canceled, and you will
be refunded your original payment, less the shipping charges incurred
Returns
It is very rare, but since we are not perfect, sometimes we ship an incorrect item by mistake.
In those cases, simply notify us of the error, and we will have the item picked up and a replacement sent
If you receive a damaged item, just notify us, and we will ship a replacement for the piece that is damaged.
In all other cases, if after receiving your order, you decide that you want to return it, we will be
happy to accept a return, but a 15% restocking fee will be deducted from your refund. The item must be returned in the original container, in new condition. You are responsible for having the item picked up by UPS,
and you are also responsible for the return shipping charges. Please contact us (not the manufacturer) via phone or email within 15 days of delivery to get a Return Authorization.
In order to make sure you receive credit promptly, we also ask that you send us the tracking number when you ship your return.
Our Guarantee
Unlike our competitors, who offer a 6 month guarantee, our cat furniture is guaranteed from defects for a full year. If, during that time, a piece breaks, we will ship a replacement piece
at no charge to you. If a piece breaks after the guarantee period, we can still ship a replacement part, but
there will be a nominal charge.
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