Customer Care
Purrrtinent Purrrchasing Information!

Pre-sale participants: please note the special section about pre-order sales in addition to the following information.

Refunds & Exchanges
Shelves with finishes and custom color (including carpet) are made to order and non-refundable.

Unfinished shelves with standard (white) carpet color may be returned if you contact us within 10 days of receipt. Items must be returned in their original, unused condition. Once we receive the item/s, we will refund the full purchase price of the item/s to the same form of payment that the purchase was made minus a 25% restocking fee + any/all shipping expenses.

Quality Guarantee
All of our products are guaranteed to withstand normal wear and tear. As with any cat product, please keep a watchful eye on the condition, and if it becomes worn from use in a way that might be hazardous to your cat, yourself, or your home, please discontinue use immediately.

Shipping Policies & Procedures
Products ship free within the contiguous United States. Contact CatScapes for specific pricing and arrangements if you would like your CatScapes products shipped beyond the contiguous United States.

Customer phone numbers are requested to assist in the delivery process.

Customers are provided tracking numbers as soon as we ship your product. Brackets ship within one week of receiving your order. Complete kits ship within 3 weeks of receiving your order. Custom finishes and carpet colors may require an additional 2 weeks. Often products will ship sooner than this.

Once delivered to the address provided by the customer, CatScapes products are 100% the responsibility of the recipient. You have the option of adding a Signature Required feature to ensure that you receive the product/s in person. With or without the Signature Required option, you will be able to track and manage the progress of your package/s, including arranging to pick up your packages from a specific location. If you select the signature required option, UPS will return packages to our warehouse after making two delivery attempts.

The shelves and carpet pads may be shipped separately from the brackets and hardware. Unless ordering custom-length shelves, the packages are ~36"x10"x10", and weigh ~40lbs.

Pre-order Sales
Participating in Pre-order sales ensures that you will receive the product/s you want from a limited supply. Our first run was 40% sold-out before it hit the market, and our Deluxe Kits were 100% sold-out 45 days later. By pre-ordering CatScapes products, you are also guaranteed the best prices for that run of the product/s!

Please note: Pre-orders are NON-REFUNDABLE until 30 days after they are ready to ship. If you are participating in a pre-sale, items may take several weeks to several months to arrive.

Manufacturing is sometimes postponed to raise capital for manufacturing the run and to make refinements to our product and process before manufacturing starts/resumes. This alone can take several months.

Once manufacturing starts, we anticipate 75 days to arrival (60 days for manufacturing and another two weeks for shipping). Pre-order participants are updated about the progress of their order at each phase via the CatScapes newsletter.

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