Frequently Asked Questions
Everything customers ask us most — shipping costs, delivery times, sizing, assembly, care and returns. If your question is not here, contact us and we will answer it within 1–2 business days.
How much is shipping?
US orders ship for a flat $8, and standard shipping is free on US orders of $70 or more. Express shipping in the US is $15. International orders are priced by parcel weight with USPS Priority Mail International: to Canada $60 to $265, to the United Kingdom $95 to $360, to Australia and New Zealand $105 to $630, and to China $85 to $360 depending on weight. The exact charge is shown at checkout before you pay.
How long will my order take to arrive?
Orders are packed and dispatched from our US warehouse within 1 to 3 business days. After dispatch, US orders typically arrive in 2 to 5 business days, and international orders in 6 to 14 business days. A parcel selected for customs inspection can take longer, which we cannot control.
Which countries do you ship to?
We ship to six markets: the United States, Canada, the United Kingdom, Australia, New Zealand and China. Every order is dispatched from our warehouse in the United States.
Where do you ship from?
All orders are packed and shipped from our warehouse in the United States. Our international parcels go out with USPS Priority Mail International.
How do I track my order?
You receive an email with a tracking number as soon as your parcel is dispatched. If your tracking has not updated for more than 5 business days, contact us and we will chase the carrier for you.
What is your return policy?
You can request a return within 30 days of delivery. The item needs to be unused and in its original packaging with all parts and hardware. Email us with your order number and we will send return instructions. For a change-of-mind return you pay the return postage; if the item arrived damaged, faulty or incorrect, we cover it including any return postage.
My item arrived damaged. What should I do?
Email us within 7 days of delivery with your order number and photographs of the item and the packaging. We will send a replacement part or unit, or refund you in full, at no cost to you. Please keep the packaging until the issue is resolved, as the carrier claim depends on it.
Do I have to assemble the furniture myself?
Some pieces arrive flat-packed and need straightforward assembly with the fittings and instructions supplied. Tighten all fittings and check the item is stable before your pet uses it. Tall cat furniture should sit on level flooring, and if a wall anchor or strap is supplied it should be fitted following the instructions.
How do I choose the right size bed or cat condo for my pet?
For a dog bed, measure your dog from nose to tail while they are stretched out, then add 15 to 20 cm (6 to 8 inches) so they can stretch or curl up. For a cat condo, a platform should be at least 30 cm (12 inches) wide for an average cat and 38 cm (15 inches) or more for a large breed such as a Maine Coon. Size matters more than price: an undersized bed is simply ignored.
How do I clean and care for solid wood and woven rattan furniture?
Dust wood and rattan with a soft dry cloth. Wipe wooden surfaces with a barely damp cloth and dry immediately, and keep solid wood away from direct heat and prolonged direct sun. For woven rattan, brush out dust from the weave and avoid soaking it. Removable fabric covers should be washed on the care label instructions. Never use abrasive cleaners or a pressure washer on any of our furniture.
Are the materials safe for my pet?
Our furniture is made from solid wood, woven PE rattan, metal frames and upholstered or plush cushions, and is finished for normal indoor and covered-outdoor domestic use. If your pet is a determined chewer, supervise them with any new furniture, as with anything else in the home.
Will I have to pay customs or import duties?
Orders delivered outside the United States may be charged import duties, taxes or clearance fees by the destination country's customs authority. Those charges are set locally and are the responsibility of the recipient. They are not included in the price or the shipping charge, and we cannot predict the amount.
Can I change or cancel my order?
Yes, free of charge, any time before the order is dispatched. Email us as soon as possible with your order number. Once the parcel is with the carrier it cannot be amended, but you can still use the 30-day return process.
How do I contact you?
Email annincastw5@hotmail.com and we will reply within 1 to 2 business days, Monday to Friday.