FAQs

FAQs: Everything You Need to Know

How do I clean my cat cave?

They are easy to clean, hand wash in lukewarm water, press out any excess water and re-shape while wet, then leave to dry naturally. 

What are the cat caves made from?

Our caves are made from the highest quality soft merino wool. The dye used on the wool is a veggie based dye that is 100% natural and organic. 

How is the wool sourced and what is the process? 

The wool is sourced from New Zealand and imported into Nepal where the wool is cleaned and dyed. No chemicals are used in the process. 

Why does the colour and shape look different to what is in the pictures?

Each Cat Cave is handmade so measurements may vary slightly. The wool is 100% naturally dyed and left to dry outside, therefore there may be slight variations to colour and size as a result. The brightness on your device will also affect the colour.

I ordered more than one item, but only received one... where's my order?

Some of our items ship separately from different locations so please do not worry if you do not receive all your items at once, they are on the way. 

The hole is too small for my cat, what can I do?

You can cut the hole larger for your cat if you wish, all you need is a sharp pair of scissors. Just to note you will not be able to return the item if you cut the hole larger.

Can I add a gift note? 

Yes of course, just add your request into the 'notes' section on the checkout page.

Do I need to sign for my order?

You will not be required to sign for your package, however if your mailbox is smaller than the package it is possible that the courier will take it back to your local post office for pickup if you are not home to accept the delivery. They will not leave your package on the door step or anywhere unsafe. 

Where are you located? 

We ship from the USA.  

Will I be charged customs or taxes?

All prices displayed on our website are tax-free in USD, which means you may be liable to pay for any VAT, tariff, duties, taxes, handling fees and customs clearance charges required by your country for importing consumer goods. 

We do not collect this beforehand, and cannot give you an estimate of the cost - charges vary around the world. 

As an international consumer, please do your research to ensure there are no surprise charges when clearing your package through customs, and to have an idea of what the additional cost may be. If you are unfamiliar with customs fees and charges, please speak to your local postal or customs office for more information. 

Welcome to our FAQs page, where you will find answers to all your common questions. We understand that you may have plenty of inquiries, and we aim to provide clear, concise, and detailed answers to assist you. This section is designed to help you navigate through common issues, understand our services better, and offer you the reassurance you need.

Our FAQs cover a range of topics, but we will primarily focus on the most frequently asked questions that our users have. We have categorized the questions and answers to make it easier for you to find what you are looking for quickly. Whether you have a question about our services, payment methods, security policies, or support channels, you'll find it here.

One popular question we get is about our refund policy because many users want to know how we handle returns and refunds. We have a clear, straightforward policy outlined to ensure that all our users are satisfied with their experience. You can read our policy on the refunds page under the 'Returns & Refunds' section. In summary, we process refunds within 7-10 business days after receiving the returned product, so you can shop with confidence.

Another common question involves account security tips. We take security very seriously and have implemented multiple layers of protective measures to safeguard your information. We recommend enabling two-factor authentication, using strong, unique passwords, and regularly monitoring your account activities to ensure that your data remains secure. For more detailed information, please visit our Security Tips section under the 'Account Security' category.

If you have any other questions that are not covered in this FAQs page, feel free to reach out to our customer support team. We are available 24/7 and dedicated to providing you with the best possible service because your satisfaction is our priority. You can contact us through live chat, email, or phone support. Our support staff is well-trained, friendly, and eager to assist you with any queries.

Thank you for taking the time to visit our FAQs page. We hope that it provides the information you need and enhances your overall experience with our services. Remember, we're always here to help, and we continually update this section to reflect the latest and most accurate information. Happy browsing, and don't hesitate to contact us if you have further queries!