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Customer Help

Ordering

How do I place an order online?

Ordering is easy and convenient! Simply select your favorite item, add it to the shopping cart and click "check out" for your order total. Once you have entered your shipping address, the total of your order (including shipping and handling) will appear to the right side of the screen.

Can I place an order by phone?

NO. At this time, you can place an order with our company only via our web site. That helps us to keep records of the orders. We don’t accept mail, phone or fax orders as well.

What are my payment options?

Orders can be placed online using Visa, MasterCard, American Express or Discover Cards. You can use a PayPal account too. We don’t accept checks or money orders.

Do you charge sales tax?

There is no sales tax on all items.

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Order Tracking & Updates

How will I know if you received my order?

You will immediately receive an email confirmation after you place the order. If there is a problem with your order, you will be contacted via email in the next one business day with an explanation of the problem.

How do I check the status of my order?

Once you place an order you will receive an automated confirmation email. In the email you will find a link where you can always check the current status of your order.

How do I make changes or cancel my order?

Please verify your order confirmation immediately upon receipt to verify the details of your order. You may make changes or cancel your order as long as the order is not in processing. If the order is in processing, you can’t change or cancel it.

What if my order is undeliverable?

If UPS or FedEx are unable to deliver your order due to an incorrect address, the order will be returned to us. The customer is responsible for any fees charged by UPS or FedEx to return or redeliver the package.

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FAQ's

Where can I read feedback from your customers?

If you would like to know what our customers say about us and our items, please visit our TESTIMONIALS page.

Do you have a printed catalog?

Unfortunately, we do not offer a printed catalog. You can view our entire collection online.

Are online transactions on your site secure?

All the information you provide, including your credit card information, is secured using Secure Sockets Layer (SSL) encryption technology. We use SSL technology to prevent your information from being intercepted and read as it is transmitted over the Internet. Read our Security Policy.

How do you use my contact information?

We request your email address so that we can email you an order confirmation. Rest assured, we never rent or sell your contact information to anybody, for anything. Read our Privacy Policy.

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Shipping

When will my order ship?

In order to offer you the widest selection of cat furniture, cat houses and cat beds, we work with different manufacturers. The shipping time vary depending on the manufacturer. So, please check the “Availability” for item you are interested in. You will find this information in description page on each item.

If the item you are interested in is advertised as “ships within 2 business days”, that means that the manufacturer need these days to prepare and ship the item. If the item is advertised as “custom made to order and ships within 10-15 business days” that means the manufacturer need these days to make and ship the item.

What about the shipping cost?

The shipping cost is based on the cost charged to us by the manufacturer (shipping & handling) for delivering of item directly to you from their warehouses.

When should I expect the delivery of my order?

Under section “Availability” on each description page you will find a UPS or Fedex Transit Map. It shows the actual number of transit (business) days required for delivery to your state once your order is shipped.

What are your shipping options?

Some of items are shipped via UPS Ground and others via FedEx Ground. We don’t offer any priority services as 3-day guaranteed delivery, 2-day guaranteed delivery or overnight delivery.

Do you ship to PO Boxes?

Unfortunately, we cannot ship to PO Boxes. The orders ship via UPS Ground or FedEx Ground. It is required to have a physical address for delivery.

Do you ship to APO/FPO addresses?

No, we don’t ship to APO/FPO addresses.

Do you ship to Canada?

We can ship some of items we offer to Canada, but not all of them. Please note the shipping fee will be different than advertised in site and taxes and duties are recipient's responsibility.

Do you ship internationally?

At this time we do not ship outside the U.S., outside the lower 48 states or Canada.

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Returns and Exchanges

What if I want to return the received item?

We pride ourselves on carrying high-quality items, but we understand sometimes the customers are not happy with their purchases. If, for some reason, you are not satisfied with your purchase, please check carefully our Return Policy and contact us for a return authorization number.

What if I want to exchange the received item?

If you would like to exchange the received item, you need to meet the conditions of our Return Policy.

What if I received a defective or damaged item?

Please inspect the item carefully when you receive your order. If there are any damages or the item is defective, please email us immediately at sales@cozycatfurniture.com . Please, DO NOT ACCEPTS a package with visible damage.

What if you shipped a wrong item?

We try our best to fill all orders correctly. However we can make a mistake and send you an item you did not order. If you receive an incorrect item, we will replace it with the correct one.

Note: Wrongly shipped items MUST be returned in their original package with all documentation in order for proper credit.

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If your question is not answered here, please contact us at sales@cozycatfurniture.com.

Thank you!