Frequently Asked Questions

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Is my credit card information safe when I purchase from The Cat Tree Store?

Absolutely. All transactions are protected by 128-bit secure encryption.  Additionally, once your transaction is complete, we DO NOT store your credit card number in our database.

We also offer Paypal as a payment option.  If you use your paypal account, we never get any credit card information during the transaction.

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Can I choose the color of the model I purchase?

Unfortunately, no. Each model is available only in the colors pictured.

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I have a very active cat. Will the cat tree tip over when he plays on it?

Everyone seems to think that their cat is more active than "normal". The truth is, most cats are very active until they get up in years.  Our products are engineered for normal feline activity.  They will not tip over, provided that your cats do not weigh more than the Maximum Holding Weight (which is different for each model.  Consult the product page for your model.)

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Do you offer regular carpet on any of your cat furniture?

No, carpet meant for floors that is used in cat furniture tends to shred in the areas where cats scratch repeatedly. Our cat furniture is covered with an acrylic fabric manufactured specifically for cat furniture.  It will not shred, and is easier to keep clean than carpet.

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Is there an easy way to determine the height of each model?

Generally, the first two numbers in the model number are the height in inches for that model. For example, model A6202 is 62" tall.

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How long will it take for my order to be delivered?

This question is answered in detail on our shipping and returns page.

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Will I receive a tracking number for my shipment?

Yes, we will send your tracking number on the day your order ships. NOTE: Some email providers, notably AOL, Yahoo and Hotmail, may filter your shipping notification into your bulk email or spam folder.

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When I try to track my order on the UPS site, the status of my delivery is "Billing Information Received"

It can take 24-48 hours for UPS to update the tracking information on their web site. If, after that period, your status has not changed, please notify us. In cases like this, UPS will start an investigation to find your package. This investigation can take from 1 to 8 business days. If after that time your package has not been found, your order will be reshipped. We cannot ship another package until UPS concludes their investigation.

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What is your return policy?

Please see our Shipping and Returns Page for our complete return policy.

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Do you offer a guarantee?

Yes, Click Here for details

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Will you sell my email address to a spammer?

Absolutely not! We hate spam as much as you do. We respect your privacy and we never sell or rent your personal information, under any circumtances. Please see our complete privacy policy

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I don't like to give credit card information on the internet. Can I place an order via telephone?

Although we're happy to accept your orders via telephone, in the interest of full disclosure, you should know that all payments are processed electronically. This means that all payment information is transmitted (using secure encryption) via the internet, whether you place the order online or via phone.  Rest assured that it is 100% safe.

To place a phone order, just call us at (800) 234-8504. If you call and nobody is available to take your call, please leave a message, and we'll return your call. Our office is in New Hampshire, which is in the Eastern Time Zone

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Can I pay by check or money order?

Sure. Go through the normal checkout process, selecting the appropriate payment method. Then, send your payment via postal mail to the address specified in the receipt that you received in your email.  Please include your order number on the check or money order. 

If you pay by money order we will ship your order immediately.  If you pay by personal check, we will ship when your check clears.  This will add up to 5 days processing time, depending on your bank.

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Will someone have to be home to sign for my delivery?

We do not require a signature for delivery.  However, if the driver determines that it would not be safe to leave the package unattended, or in the case of gated communities or apartment buildings where the outside door is locked,  you may be required to sign or arrange to pick up the package at a UPS facility.

If you would like to have a signature be required, please specify so in the special instructions at checkout.

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