FAQ


 






When will I receive my order?

  • Many of our items are custom made to order.   The number of processing days required varies by item, and is indicated on the item page.  
  • Shipment days are in addition to processing days.  
  • You will receive a tracking email when your item has shipped.
  • Note: all orders ship with NO signature required unless otherwise requested.
  • Please view your order status page for the latest information regarding your order.

 







Do you ship outside of the United States?

February 16, 2020: International Shipment is temporarily unavailable.  Please check back as we plan to resume International shipments soon.

  • Yes! We partner with a trusted third-party company, International Checkout, to fulfill orders for our international customers.
  • Simply put any items you wish to purchase in your shopping cart and choose the "international checkout" option.
  • The items will automatically be transferred into a CatsPlay's International Checkout cart.
  • You may pay with international credit cards, PayPal and bank wire transfers.
  • International Checkout will process your payment and guarantee delivery.
  • Once your order is completed, all inquiries should be directed to International Checkout Customer Service Department.
  • Customers in Alaska, Hawaii, and with APO or FPO addresses should also use our international shipping option.

 











Can I make a return?


You may return an item. Please be aware of the following stipulations regarding all returns:

  • Merchandise must be in new, unused condition with all tags and paperwork still attached.
  • All returns must be in the original packaging.
  • All returns require a return authorization number. Any returns sent back without a return authorization number are subject to a 20% restocking fee.
  • Request to return must be reported to us within 7 calendar days of receipt of your item
  • Returned merchandise must be received back to us within 15 days of receipt of approval on your return request.
  • With the exception of shipment damage or a defective product, all shipping and handling fees (what we paid to send to you) are non-refundable and will be deducted from your refund. Buyers are responsible for all return shipping costs.
  • If the piece arrives damaged, please notify us immediately and send us pictures of the shipping container and damaged item.  We will repair or replace the damaged item.
  • Any specially customized item or item personalized with your pet's name is not returnable.
  • Please use our return request form to a return authorization number and return instructions.
  • A special return address must be used in order for your return to be accepted. Do NOT return the item to the sending address. We have special returns processing units, and we will supply you with the proper return address at the time you inform us of your need to return.

 













Can I cancel my order?


Please keep in mind that in many cases we ship more quickly than the stated item timelines.


For custom made items:

    • Cancellation requests must be made within 24 hours of having placed the order, otherwise no cancellations.
    • If your order has been built or begun being built, but not shipped, at time of cancellation there is a 15% cancellation fee.
    • If your order has been built, packaged and shipped at time of cancellation there is a 15% cancellation fee plus 2-way shipping.


For pre-manufactured items:

    • Cancellation requests must be made within 24 hours of having placed the order, otherwise no cancellations.
    • If your has not shipped, at time of cancellation there is a 15% cancellation fee
    • If your order has been shipped at time of cancellation there is a 15% cancellation fee plus 2-way shipping

 


Is assembly required?


  • For some large cat furniture pieces on our site, some simple assembly is required. This is necessary so that the furniture can ship via traditional Ground means instead of via freight.
  • Typically, this simply means that the furniture may come in a few large pieces that need bolted together.
  • All required hardware is provided, as well as instructions.
  • In some cases, some additional assembly may be required. If this is a concern, please ask.


 


What about the quality of your products?


Our custom made cat furniture selections employ solid wood center poles and legs, cut-pile non-loop carpeting, extra bracing and wide wobble-free bases, making our furniture unlike any other you have ever seen or owned. Our "One at a Time" manufacturing process assures quality control surpassed by none! With our wide range of heights, different choices of tops and great designs we have a house for even the pickiest of cats and their friends.


Quality materials are used in the production of our pre-manufactured lines of cat furniture. Email us if there is any problem with any product.


If the piece arrives damaged, notify us immediately.


Remember some cats are more aggressive then others in their habits. Sisal will last longer then carpeting, however, we know our poles, legs, shelves, and bases will hold up to most any cat attacks.


 


Do you have a physical store?


No, we are an Internet only company. This allows us to keep overhead to a minimum and provide you with the lowest pricing possible!


 


Do you have a catalog?


No, we do not have a printed catalog at this time.


 


What is your contact information?


We are an Internet company and find it most efficient to handle all customer service inquiries via email. By using email, you will be assured the quickest answer to your question (answers provided within 1 business day).


Our address and contact info is:


Catwallshelves.com/Seventh Heaven Pet Supplies

423 Centennial Street

Santa Cruz, CA 95060

Phone: 831-750-5784


Contact: Brian Bettar