Return and Refund Policy

At cattree.ca, we want every purchase to be a positive experience—for both you and your furry friends. If, for any reason, you are not satisfied with your order, we are here to help.

1. Eligibility for Returns

  • You may request a return within 30 days of delivery.

  • Items must be in their original condition, unused, and in the original packaging with all parts and accessories included.

  • Products that are damaged due to misuse, improper assembly, or neglect will not be eligible for return.

2. Non-Returnable Items

Certain items cannot be returned for health and safety reasons:

  • Used cat trees, scratching posts, or items that show signs of wear.

  • Clearance or final-sale items.

3. Return Shipping

  • If the return is due to a defect, damage, or incorrect item, cattree.ca will cover the return shipping costs.

  • For change-of-mind or non-defective returns, the customer is responsible for return shipping costs.

  • Large or oversized items may be subject to a pickup fee which will be deducted from the refund.

4. Refunds

  • Once we receive and inspect your returned item, you will be notified by email.

  • Refunds are processed within 5–7 business days back to your original payment method.

  • Shipping fees (if any) are non-refundable, except in cases of damaged or defective products.

5. Exchanges

  • If you would like to exchange an item, please contact our support team at support@cattree.ca.

  • Exchanges are processed once the original item has been received and inspected.

6. Damaged or Defective Items

  • If your item arrives damaged or defective, notify us within 48 hours of delivery.

  • Please provide photos or a short video so we can resolve the issue quickly.

  • You may choose between a replacement or a full refund.

7. How to Start a Return

  1. Email us at support@cattree.ca with your order number and reason for return.

  2. Our team will review your request and provide a Return Authorization (RA) number along with return instructions.

  3. Pack your item securely in its original packaging and include the RA number on the box.

  4. Ship the package using the label provided (if applicable).

📧 For all return-related inquiries, please contact us at: support@cattree.ca