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Frequently Asked Questions

SHIPPING

1. What is your shipping policy?

CatsMode offers worldwide shipping through reliable couriers like DHL, USPS, FedEx, and UPS. International shipping cannot be expedited, and transit time/customs clearance may vary.
For shipping details, including rates and customs information, please visit our Shipping Policy page. Our custom hand-made products require 1-2 days for production. Feel free to contact us with any questions.

2. Does CatsMode ship internationally?

Yes, CatsMode ships internationally! We offer worldwide shipping to cater to our global customer base. If you would like more details, please visit our Shipping Policy.

3. What are CatsMode processing times?

At CatsMode, our processing times include 1-2 days for the custom hand-made production of all products. Subsequently, the standard shipping time is approximately 10-15 business days, with the exact duration depending on the chosen courier. We appreciate your patience as we ensure the quality and craftsmanship of each item during this process. If you would like more details, please visit our Shipping Policy.

4. Can I have an international shipping quote?

The website will automatically quote the shipping cost for you at checkout. You can add items to your cart and proceed to checkout for more information on shipping costs.

5. How do I track my order?

Once your order is sent out, you'll receive a shipping confirmation with a tracking number. As we use multiple shipping companies to work with, we recommend using a universal tool for tracking at Track Your Order. Please, don't hesitate to contact us at catsmodeservice@gmail.com to receive detailed information about your package.

6. I need to change the address on my order. What should I do?

We can only change the address if the order hasn't been shipped out yet. Please get in touch with us to see if the change is possible.

7. What steps should I take if my order is marked as delivered but I haven't received it?

Rest assured, if you encounter any issues, feel free to reach out to us. Simply message us with details about your problem, along with your order number, and we'll promptly address and resolve the issue for you!

8. Who is responsible for covering customs and import fees?

The customer is responsible for customs and import fees if they appear.

9. Can I choose a specific carrier for my delivery?

While we currently offer reliable couriers such as DHL, USPS, FedEx, and UPS for our deliveries, we regret to inform you that the option to choose a specific carrier is not available at this time. However, we strive to use reputable services to ensure the secure and timely delivery of your order.

MOUNTING

1. Can I install the cat wall furniture into brick/concrete?

You can mount the cat wall furniture on a variety of solid walls, including drywall or concrete. We provide two types of wall mounts in a set to ensure cat wall furniture’s compatibility with different surfaces. If you're not sure if your walls are suitable, please contact us at catsmodeservice@gmail.com and we'll assist you.

2. What materials will I need to mount my cat furniture on the wall?

All the necessary mounting hardware is included in the package for every item of cat wall furniture. We use reliable anchors for installation, and each order includes a detailed assembly manual. You can also find the assembly instructions online. All you need for wall mounting is a screwdriver.

3. Do the cat wall furniture come with mounting equipment?

Every piece of cat wall furniture comes with all the required mounting hardware included in the package. Our installation uses dependable anchors, and a comprehensive assembly manual is provided with each order.

4. How is the furniture installed?

The installation process is very easy! Each order includes a comprehensive assembly manual guiding you through the simple steps of assembling and installing your cat wall furniture. Additionally, you can view the manuals on our website by following this link: Assembly Manuals.

5. Can I install the cat wall furniture outside?

Our cat wall furniture is exclusively designed for indoor use. Due to the natural sensitivity of wood to extreme temperature changes, high humidity, and outdoor weather conditions such as snow or rain, it is recommended to install the wall-mounted cat furniture indoors. This ensures that the furniture is situated in an environment with normal room temperature and humidity levels, maintaining its longevity and quality.

6. Can the wall furniture be easily removed or repositioned without causing damage to the walls?

Yes, the cat wall furniture can be easily removed or repositioned without causing damage to the walls. It's important to note that cat shelves are mounted using anchors that involve drilling into the wall. Consequently, once the cat wall furniture is removed, the holes will remain. However, you can easily take down and reposition the cat furniture multiple times without any issues.

ESSENTIAL INFORMATION ABOUT CAT FURNITURE

1. Will my large cat fit on this furniture? / What is the weight limit?

To ensure optimal stability and safety, it's recommended that your feline friend weighs no more than 10 kg, as this is the maximum weight limit the cat shelves can support.

2. How do I clean the cat furniture?

To clean the cat wall furniture, it's best to avoid wetting the wooden components. Instead, use a soft brush for dusting or lightly dampen a cloth if needed. It's worth noting that due to the wooden nature, wetting is not recommended. When it comes to cleaning cushions or felt surfaces from cat hair, we suggest employing specialized cat hair removal brushes for optimal results. Also they can be laundered in a washing machine on a delicate cycle. This ensures a thorough yet gentle cleaning process. If you have any further questions about caring for your cat wall furniture, feel free to ask at catsmodeservice@gmail.com

3. What materials do you use for cat wall furniture and are they free from harmful chemicals?

Cat wall furniture is made of highest quality birch plywood. To make sure that wood will last as long as possible, we use Adler Oils Paints to cover wood. These paints are absolutely safe and certified.

4. Do you offer customization options for the wall-mounted cat furniture, such as colors or sizes?

Absolutely! We're always thrilled to create something unique and fantastic for our customers. While we may not be able to fulfill every request due to production constraints, we're more than happy to discuss any ideas you have. We can certainly offer customization options such as different colors and even personalize items with your cat's name. Feel free to share your thoughts, and we'll explore how we can make your vision come to life!

RETURNS & REFUNDS

1. What's CatsMode return policy?

At CatsMode, we gladly accept returns and exchanges for items that are not personalized, custom-made, or on clearance within 30 days of receiving your package. To be eligible, items must be in new condition and in their original packaging. Please note that the buyer is responsible for the return shipping costs, as well as any additional shipping costs for exchanging an item. It's important to mention that we do not accept returns or exchanges for personalized, custom-made, or clearance items. For more details, you can visit our Returns & Exchanges page.

2. The items in my order were delivered in a damaged condition. What should I do in such a situation?

Should your package arrive in a damaged condition, kindly retain the original box and all packing materials. Thoroughly inspect all items to ensure none have sustained damage as well. In some cases, the carrier may require an in-person inspection of the package and its contents to facilitate the issuance of a replacement. Should you encounter a damaged package, please contact us promptly. We'll require photographs of both the inside and outside of the box, along with images of the shipping label and any damaged items. Rest assured, we will make every effort to swiftly address your concerns and dispatch replacement items. If you encounter any issues with your order or believe you've received a defective item, reach out to us immediately. It's crucial not to modify or alter the furniture, as this could impact its eligibility for return or replacement. Your satisfaction is our priority, and we are committed to resolving any concerns promptly.

3. My order is still missing; the package never arrived. What should I do in this situation?

Rest assured, there's no need to worry. If your order is still missing and the package never arrived, please send us a message at catsmodeservice@gmail.com detailing your issue along with your order number. We'll work diligently to resolve the matter as quickly as possible. In the unfortunate event that the package was lost due to the shipping company's fault, we'll be more than happy to address the issue and, at our expense, resend your order to ensure you receive your items. Your satisfaction is our priority, and we're committed to making things right for you!

4. Are there any return shipping costs, and who is responsible for covering them?

If a customer wishes to return a non-defective item due to a change of mind or any other non-defect-related reason, the customer is responsible for covering all associated return shipping costs. In the case where a customer needs to return a product due to breakage, defects, or any issues on our end, we will cover the return shipping costs. Additionally, we will replace any broken parts or provide missing items at our expense. This policy ensures a fair and transparent approach to handling returns, depending on the nature of the return reason. For more details, you can visit our Returns & Exchanges page.

5. Can I return a customized or personalized item?

Unfortunately, customized or personalized cat wall furniture cannot be returned. Each piece is uniquely tailored to your specifications, making returns for these items impractical. We encourage you to review the customization details carefully before placing your order. If you have any specific concerns or questions, feel free to reach out to us for assistance.

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