- What is Catssup made of?
Catssup is made of high quality steel, an alloy of iron with carbon. Powder coated steel gives the products an extra smooth and matte finishing while adding durability to the design. It is more resistant to corrosion and highly chip resistant. Topped with PET felt, a material made of recycled plastic bottles. It is soft, yet a sturdy and durable material for your cats to scratch and rest on. It offers a great acoustic performance and can be recycled at the end of its life.
- How do I assemble the Dot Step?
Simply slide the C-clamp into the slot of the dot step and lock it together with the screws. Then, place a magnetic felt on top.
- How do I assemble the Cloud Lounge?
The Dot Step can turned into a cloud lounge by just adding an extra piece in the middle and assembly it together.
- How do I assemble the Climbing Tower?
Attach the C-clamp onto the frame of the scratch post with screws, then fit in the sisal post and lock it on both ends. The sisal post can be replaced whenever it is worn off.
- How do I attach the Felt Ball onto the Dot Step/Cloud Lounge?
Simply hang the Felt Ball onto the gap of either side of the screw.
- Where can I find assembly instructions?
Assembly instructions can be found in your packaging. It's simple, don't worry!
- What is the thickest surface that Catssup can be attached on?
Maximum thickness: 40mm
Minimum thickness: 15mm
- My cat is huge and heavy. Is it safe for him/her?
Catssup platform units are designed for cats that are below 7kg. Do not put objects that are heavier than 7kg on Catssup products.
- Where can I install the Catssup products?
Catssup can be installed anywhere with a flat surface, such as book shelves and tables. Before clamping the Catssup products on any surface higher than 100cm, please make sure the clamping platform is permanently and securely fixed to the wall with wall attachment devices. Otherwise, serious or fatal crushing injuries can occur from furniture tip-over.
When using in conjunction with off-the-shelf products, e.g. shelving from IKEA, make sure the wall attachment devices are installed correctly as instructed by their respective product manuals. Stable platforms are crucial for the best performance of Catssup products.
When you clamp the product on any horizontal platform that is wider than 45cm, always clamp the product near to the vertical member/support as possible.
- How tight should I screw onto the platform to ensure the Catssup products are secured?
Please do not excessively tighten the product on any platform and be careful not to damage your furniture during the installation. Regularly check for the clamps, screws and bolts, and ensure the products are firmly clamped on the mounted platform.
- I would like to cancel my order. How do I do that?
Send us an email at firstname.lastname@example.org as soon as possible if you would like to cancel or change your order. We process orders quickly, but we will do our best to fulfil your request.
- Can I communicate with someone in person?
We’re at your beck and call. Kindly email us at email@example.com.
- How much does the shipping cost?
The shipping of each product varies by the shipping destination. Shipping cost will be shown at check out.
- How quickly will I receive my order?
If a product is in stock, it will typically be shipped within 1-2 business days. Time required for delivery depends on the choice of courier chosen at check out.
- Will my order be delayed due to COVID-19?
Due to the continuing impact of COVID-19 on domestic logistics (including warehouses and carriers), you may experience delays for the foreseeable future. But we will try our best to keep track on your orders and make sure they are delivered to your door safely.
- Where do you ship?
We ship internationally.
- Which carrier do you use to ship?
You can choose your carrier at check out.
- What is pre-order?
A pre-order is an order placed for an item that is out of stock or has not yet been manufactured. We will fulfill your order once it is restocked.
- What is the wait time for preorders?
The wait time for preorders varies by product. Estimated shipping time for preorders will be shown on the relevant product page's description box or in the pop-up banner. Your card will be charged at the time of checkout.
We estimate upfront for you when the item will be shipped, and do our absolute best to stand by our estimated delivery windows. However, even under normal circumstances, delays do arise. Since early 2020, COVID-19 has affected the speed and resilience of our supply chain in unpredictable ways, and we are working diligently with our partners to eliminate delays, both safely and surely.
If a delay occurs, we will remain in communication with you on the status of your order. Due to the special nature of made-to-order batch production, preorders cannot be cancelled, nor can your shipping address be changed. Please use a permanent shipping address when placing your preorder.
- When will I be charged?
Your card will be charged at the time of checkout. The preordered product will ship at a later date.
- My card was declined. What happened?
Unfortunately, we can’t tell why it was declined on our end, but there are a few things to check if your payment didn’t go through. Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system. Your card issuer also may have declined your payment or put a hold on the card for fraud prevention. We recommend calling your card issuer to resolve the issue.
- I received an error message while placing an order. Did my order go through?
The good news is that if you see any errors during the checkout process, no orders were processed and no charges were made to your account. Upon a successful checkout, you’ll see an order confirmation page and receive an order confirmation email. If you’re unclear on anything, don’t hesitate to contact us at firstname.lastname@example.org.
- Will my card be charged at the time of order or the time of shipment?
Your card will be charged at the time of checkout.
- How is my payment processed?
We work with an established payment provider called Shopify Payments. All communication is done via a fully secure connection.
- What is your return policy?
Please refer to our return policy page.
- Do you have an exchange policy?
All exchanges are subject to availability. Faulty items will be exchanged to the same type of product in the same size, subject to availability. Refunds for faulty items can be made within the 30-day period following delivery.
- Do I pay for return shipping?
All returns will incur a 10% restock fee, regardless of the reason for the return. This fee subsidizes the cost of shipping, processing and potential repackaging. Preorders that have not yet shipped will not incur a restock fee.