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We prioritize thoughtful construction and materials selected for everyday use around cats. Product-specific materials, finishes, and safety notes will appear on each product page. Always supervise first use, inspect products regularly, and stop using an item if it becomes damaged.

Measure your cat and the intended space, then compare those measurements with the dimensions and weight guidance on the product page. For beds and enclosed spaces, allow room for your cat to turn and stretch comfortably. If you are between sizes, the roomier option is usually the more flexible choice.

No pet product is indestructible. A product’s lifespan depends on your cat’s size, habits, and intensity of use. Check seams, fasteners, cords, and surfaces regularly, remove loose parts, and replace any item that can no longer be used safely.

Review the material information on the product page before ordering. Cats with known allergies, medical conditions, or unusual sensitivities may need guidance from a veterinarian. Contact us before purchase if you need help locating product information.

Available dimensions, materials, care guidance, and assembly details are listed on the relevant product page or included with the product. Keep assembly hardware away from pets and confirm that all parts are secure before use.

Contact us as soon as possible through the Contact Us page. We will try to help, but changes and cancellations cannot be guaranteed after an order enters processing or has shipped.

Available payment methods and the checkout currency are shown during checkout and can vary by market. Your bank or payment provider may apply currency-conversion or international transaction fees.

Confirm that the email address entered at checkout is correct, then check your spam or promotions folder. If you still cannot find the confirmation, contact us with your name and the approximate order time so we can help locate it.

Enter an eligible code at checkout before payment. Eligibility, exclusions, expiration, minimum order value, and whether offers can be combined depend on the promotion and will be reflected at checkout. Discounts cannot normally be added after an order is completed.

We ship to the destinations available in the country or region selector at checkout. If your destination cannot be selected, delivery is not currently available there.

Available shipping methods, rates, and estimated delivery windows are calculated at checkout. Delivery dates are estimates and may be affected by customs, weather, carrier delays, peak periods, or other events outside our reasonable control.

Eligible orders over US$199 receive free shipping where the offer is available. Any destination, product, or service exclusions will be displayed before payment.

When tracking is available, we send a shipping confirmation with a tracking link after dispatch. Carrier updates may take some time to appear after the parcel is first scanned.

International orders may incur duties, import taxes, or local fees unless checkout states they are included. These charges are assessed by the destination country and are the customer’s responsibility. Items in one order may ship separately, with tracking provided for each package when available.

You may request a return within 30 days after delivery. Contact us before sending anything back so we can confirm eligibility and provide instructions.

Eligible items must be unused, unwashed, free from pet hair, odors, stains, or damage, and returned with original packaging, tags, accessories, and proof of purchase. Used pet products and opened hygiene-sensitive items cannot be returned. Personalized, gift-card, and final-sale purchases are also excluded.

For a change-of-mind return, the customer is responsible for trackable return shipping. When we confirm that an item arrived damaged, defective, or incorrect, Catelvo will provide an appropriate solution that may include return shipping at our expense.

Contact us within 7 days of delivery. Include your order number and clear photos of the product, packaging, and shipping label. We will review the issue and arrange the appropriate next step.

Exchanges depend on product availability and the same conditions as returns. Approved refunds are issued to the original payment method after inspection; your bank or payment provider may need additional time to post the funds. Original shipping, duties, and taxes are generally non-refundable unless the issue was our error or applicable law requires otherwise.

Let your cat investigate at their own pace. Place the item in a familiar, quiet area and use a favorite blanket, treat, or toy to create a positive association. Avoid forcing interaction, and supervise until your cat is comfortable using it safely.

Follow the care instructions provided for the specific product. In general, remove loose fur first, use gentle pet-appropriate cleaning products, avoid harsh chemicals, and allow every part to dry fully before returning it to your cat.

Choose a stable, level, dry location away from heat sources, open flames, heavy traffic, and obvious tipping hazards. Secure furniture or climbing products as instructed and keep cords, small parts, and packaging away from cats.

Cats often need time to accept something new. Try a different location and use familiar scents or positive rewards. Keep the item clean and undamaged while deciding; products that have been used by a pet may no longer qualify for return for hygiene reasons.

Use the Contact Us page and choose a clear subject for your message. For an existing purchase, include your order number and any useful photos so we can help efficiently.

Links to our current Shipping Policy and Returns, Exchanges & Refunds Policy appear in the website footer and at the bottom of this page. The full policy pages take priority if a short FAQ answer is ever incomplete.

Checkout and payment information is processed through Shopify and the payment methods available to your market. Please review the Privacy Policy linked in checkout for details about how personal information is collected, used, and protected.

Yes. Send an introduction through the Contact Us page with your business name, market, website or social profile, and the type of partnership you have in mind. Opportunities are reviewed individually.