Frequently Asked Questions:
Warranty, Return and Cancellation Policies:
Limited Lifetime Warranty:
All TrendyCat Scratcher, Cube and Tower products have a lifetime limited warranty against construction or manufacturing defects.
Now for the conditions inserted by our legal counsel:
This warranty does not apply to sisal or cushion wear and tear. The warranty applies to normal indoor use by cats only and is voided by outdoor use, misuse and abuse, damage while transporting (other than initial delivery), use by other animal species, and acts of nature. You are responsible for the cost of shipping and handling to return a product to us under the warranty. Items returned will be repaired or replaced at our discretion. We pay the cost of shipping the repaired or replacement item to you. No refunds will be issued.
Shipping damage:
Any item damaged in shipping will be repaired or replaced, at our discretion, at no charge. Due to the policies of our freight carriers, TrendyCat Design must be notified of any shipping damage within three (3) days of initial receipt and the item must be returned unused in its original packaging. Please contact us immediately so that we can arrange a replacement for you as quickly as possible.
Return Policy:
There is a fourteen (14) day money-back return period. You may return any item in unused condition (no hair or stains) for a refund within 14 days of initial delivery. Returns will only be accepted if you have contacted us for a Return Merchandise Authorization Number (RMA#) prior to shipping the item back. You are responsible for the cost of the return shipping and handling and should insure the item for the original purchase price. A 15% restocking fee will apply to all returns.
Cancellations:
Any cancellations must be received prior to the beginning of the shipping process. This means that you must cancel your order by replying immediately to the initial email that provides the anticipated shipment date. We encourage you to avoid cancellation issues by contacting us prior to submitting your order so that we can answer any questions you may have.
Shipping:
Where do you ship to?
We can currently ship only to the contiguous 48 states.
What shipping method do you use?
We ship via FedEx, UPS and DHL. We email the tracking number to you upon shipment. Shipments usually arrive within 3 -5 business days depending on your location in the country. We must have a street address, we cannot ship to PO Boxes.
What are your shipping charges / Can I upgrade to express shipping?
Shipping charges are listed next to each item. We do not offer express shipping since the weight and size of most TrendyCat items would make it prohibitively expensive.
How soon will my order ship?
Due to the hand crafted nature of our products, shipping times vary. Smaller items such as Flat Scratchers generally ship in 1 to 2 business days. Towers can take up to 15 business days before shipment, in some cases. We contact you via email once we receive your order to let you know the expected ship date. Once the item ships, we send you an email containing the tracking number(s) so you can follow the progress of the shipment.
All TrendyCat products are handcrafted by skilled artisans in small quantities and demand sometimes exceeds supply. Out of stock items are usually available within 15 business days. We will send you an email for any out of stock item containing an anticipated shipment date. If the anticipated shipment date does not meet your needs, you may cancel the order for that item by replying to that email.
Contact us :
How do I reach you with any questions?
As a small organization of craftspeople, we spend most of our time creating our products and filling orders. We could hire a call center to give canned answers to your questions, but that would prevent us from delivering the level of personal attention you should expect. If you contact us via email one of our knowledgeable craftspeople will respond promptly to your inquiry.
Please email us at:
CUSTOMERSERVICE@trendycatdesign.com
if you would like more information about our products or if you have any questions before or after placing an order.
Although we are able to respond more quickly to email, you can call us at (866) 369-4990 and we will return your call within one business day.